Support Representative Service
Resume:
WORK SUMMARY
STAFFVIRTUAL
Chat Support (Homebased)
TDCX PHILIPPINES
April 08, 2019 – Oct 9, 2020
Resolutions II, Case Manager
TELSTRA POWERED BY TELETECH
November 9, 2015 – February 16, 2019
CUSTOMER SERVICE REPRESENTATIVE II (Billing, Sales and Retention)
QUALITY ANALYST (Apprenticeship)
June 2018 – December 2018
AUTHOR SOLUTIONS PHILIPPINES
May 2015 – October 2015
CUSTOMER SERVICE REPRESENTATIVE (Submissions Representative)
CONVERGYS PHILLIPINES
July 16, 2012 – July 15, 2014
TECHNICAL SUPPORT REPRESENTATIVE I (Data Entry)
SUTHERLAND GLOBAL SERVICES
September 21, 2009 – March 19, 2012
CUSTOMER SERVICE REPRESENTATIVE promoted to ADMIN SPECIALIST
Work History
STAFFVIRTUAL
Nov 30,2020 – Present
• Respond to customer queries in a timely and accurate manner via chat.
• Identify customer needs and help customers use specific features.
• Analyze and report product malfunctions (for example, by testing different scenarios or mirroring users issues).
• Update our internal databases with information about issues and useful discussions with customers.
• Inform customers about new product features and functionalities.
• Follow up with customers to ensure issues are resolved.
TDCX Philippines
April 08, 2019 – Oct 10, 2020
CASE MANAGER (Support Ambassador)
• Settle sensitive cases by using diplomacy and tact in resolving situations with solid decision-making skills.
• Negotiate or mediate “win-win” solutions to client issues by providing high-quality service, sound resolution that benefits both parties in line with business policies and guidelines.
• Organized and works independently in a dynamic, fast-paced environment.
TELSTRA POWERED BY TELETECH
November 9, 2015 – February 16, 2019
CUSTOMER SERVICE REPRESENTATIVE II (Billing, Sales and Retention)
• Provides accurate and comprehensive information to customer regarding the value and benefit of retaining their current product subscription.
QUALITY ANALYST
June 2018 – December 2018
• Ensures that agents provide quality services in line with organizational objectives, increase agents efficiency through
behavior modification thus enhancing quality service to customers through call monitoring.
• Asses the quality performance of the associate by their demeanor, accuracy, customer survive performance and conformity to company policies and procedures
AUTHOR SOLUTIONS PHILIPPINES
May 2015 – October 2015
CUSTOMER SERVICE REPRESENTATIVE (Submissions Representative)
• Profound knowledge of the Submissions Guidelines and Processes to effectively and accurately answer Clients/Authors questions and concern regarding package inclusions and terms, and the Submissions Process.
CONVERGYS PHILLIPINES
July 16, 2012 – July 15, 2014
TECHNICAL SUPPORT REPRESENTATIVE I (Data Entry)
• Actively listens to Sales Representatives giving out customer’s information to set up new account and input this information into the system accurately.
SUTHERLAND GLOBAL SERVICES
September 27, 2009 – March 19, 2012
ADMIN SPECIALIST
• Schedule and coordinates meetings, appointments and travel arrangement for trainees, supervisors, managers, VIPs and clients.
Hazel A. Casimiro
Address:
Balingaeng Tugbok
Davao City
Contact Details:
Email: *****.**********@*****.***
Skype:
live:.cid.315fb662e5be8aa0
Phone no. (082) 293 - 2377
WhatsApp: 092*-***-****
EDUCATIONAL BACKAGROUND:
UNIVERSITY OF MINDANAO
YR 2004 – 2009
Graduate of:
BACHELOR OF SCIENCE IN BUSINESS ADMINISTRATION major in HUMAN RESOURCE MANAGEMENT
Certificates:
Advertising with Facebook
Google SEO Fundamentals
Introduction to Google SEO
Optimizing a Website for
Google Search
Excel Skills for Business
REFERENCE:
Mary Princess Fernandez
Supervisor
TDCX PH
Mobile #: 091*-***-****
Joseph Gipulan
Supervisor
Telstra Powered by Teletech
Mobile# 090*-***-****
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