Customer Service

OBJECTIVE:

To be able to work in a company which I can be a pride of, that will utilize my skills

and talent for their advantage and at the same time help me grow professionally as a successful individual.

EDUCATION:

SYSTEMS TECHNOLOGY INSTITUTE

Bachelors Degree of Information Technology

SY: 2006-2011

EXPERIENCE:

ADP PHILIPPINES

Sr. Analyst

September 2017 – January 2021

• Answer phones and respond to customer requests.

• Provide clients with product and service information.

• Transfer clients calls to appropriate department.

• Handles chat and email support.

• Identify, research, and resolve client’s issues in logging in to the system.

• Follow-up on customer inquiries which are not immediately resolved.

• Complete call, chat and email logs and reports.

• Recognize, document and alert the supervisor of trends in client’s issues.

• Recommend process improvements.

• Sent daily and monthly reports for team performance.

• Set as POC when Team Lead is not available.

• Prepare and discuss training materials to the team for updates. INTEGRITYNET SOLUTIONS

Customer Service Representative

December 2013 – September 2017

• Answer phones and respond to customer requests.

• Provide customers with product and service information.

• Transfer customer calls to appropriate department.

• Handles chat and email support.

• Identify, research, and resolve customer issues in logging in to the system.

• Follow-up on customer inquiries which are not immediately resolved.

• Complete call logs and reports.

• Recognize, document and alert the supervisor of trends in customer calls.

• Recommend process improvements.

CONVERGYS PHILIPPINES

Technical Support Representative

May 2012 – January 2013

• Answer phones and respond to customer requests.

• Provide customers with product knowledge for their mobile phones

• Identify, research, and resolve customer issues using the computer system.

• Complete call logs and reports.

• Recognize, document and alert the supervisor of trends in customer calls. SUMALPONG, ANN JENICA MAE (AJ)

B2 L7 KS22 Lancaster City, General Trias Cavite 092*-***-**** *******@*****.*** 2

TELETECH PHILIPPINES

Universal Care Technical Support

August 2011 – December 2011

• Answer phones and respond to customer requests.

• Troubleshoot Internet connection (DSL, Wireless, Cable/Broadband)

• Provide customers with product and service information.

• Transfer customer calls to appropriate staff.

• Identify, research, and resolve customer issues using the computer system.

• Follow-up on customer inquiries which are not immediately resolved.

• Complete call logs and reports.

• Recognize, document and alert the supervisor of trends in customer calls.

• Recommend process improvements.

• Performs other duties as assigned.

General Information:

• Troubleshoot Computer Hardware and Software

• Troubleshoot Internet connection (DSL, Wireless, Cable/Broadband)

• Knowledgeable in computer application

• Typing speed 60 wpm

• Knowledge in Html, C++, Wordpress

• Internet Savvy

• Goal oriented, highly motivated and willing to learn

• Can work in a fast-paced environment, Fast learner Training and Seminar:

New York English Language Proficiency Center

Call Center Training

379 4th Floor, Gen. Emilio Aguinaldo Highway, Talaba 4, Bacoor Cavite July 5, 2011

Employment Preparation Seminar

“Money Management and Job Writing Techniques”

STI College Dasmariñas

STI Bldg., N. Geuvarra St., Brgy. Zone 1, City of Dasmariñas, Cavite March 16, 2011

Contact this candidate