Caralyn Lasola Flores

ABC, Bantayan Dumaguete City

Negros Oriental, Philippines

Mobile Number: 096********

Email: adn29p@r.postjobfree.com

Skype ID: live:.cid.834fda7fac459d58

Objective: My goal is to be become associated with a company where I can utilize my skills and gain further experience while enhancing the company’s productivity and reputation. Work Experience:

November 10, 2014- Year 2015 (Teletech Dumaguete)

Role: Customer Service Associate

Skill: Retention Team

Account: Weight Watchers a weight loss account.

Specification:

- Provide excellent customer service via phone call to help customers to meet their needs and not cancel their account.

- Retain customers and explain what are options and retention I can offer according to their eligibility on the account.

- Place and cancel order.

- Ensure first call resolution.

Promoted to Engagement Specialist:

Skills: Technical Support and Sales:

Specification for Technical Support:

- Walk- through process with the customer on the phone if they have issue on their mobile app or the programs website.

- Perform basic trouble shooting steps.

Specification for Sales:

- Offer different products and programs they may fit on the customers needs if their other subscriptions are not working for them.

- Do proper way of sales talk and persuade customer to buy or subscribe to the product and program the account is selling.

- Inform customers with regards to the benefits and the terms and conditions the subscription they are choosing.

Chosen by the Client to be part of the Billing Team.

- This position is called the Universal Support Agent.

- We handle customers credit card, who have unauthorized charge on their debit, credit card and paypal account.

- We also process time credit if they cannot pay their subscription on time. June 2016 (Teletech Dumaguete)

- Role: SME (Subject Matter Expert)

- Skill: Handles all skills: Retention, Billing, Technical and Sales

- Account: Weight Watchers a weight loss account.

- Specification:

- Through chat, agent will reach out to me to seek approval for refund, returns and time credit for the customer’s account.

- Assist and guide new hires, act as a floor support on how to handle processes on their nesting week.

- Inform agents on what’s the resolution of the customers issue if they cannot resolve it on their end. June 2018 (Teletech Dumaguete)

Role: Quality Assurance Specialist

Account: Weight Watchers a weight loss account.

Specification:

- Evaluate call recording with the agents with their processes.

- Audio and Video evaluation

- Submit scores to TL and QA deliberation if the agent mishandled processes that is out of the agent scope.

- This calls that I evaluated are 3 sites. Namely Dumaguete Site, Bacolod Site and Cainta Site.

- Informed agents’ supervisor for area of coaching and what are the does and don’t on handling calls.

- Critical thinking and area of improvement

November of 2019 (Teletech Dumaguete)

Role: Account Trainer

Account: Weight Watchers a weight loss account.

Specification:

- Assigned to Bacolod Site for 3 months to trained 2 batches of new hires.

- Also assigned by Senior Operation Manager to do a final interview with new hires.

- Endorse new hires to production floor is they pass the training.

- Approve time card for agents pay.

July of 2020- The Weight Watcher account was dissolved. August 2020 (Teletech Dumaguete)

Role: CSR II

Account: OptumRx (Pharmacy and Insurance Account)

Specification:

- Booked patients medication based on the patients’ order.

- Explain what current insurance they have and their coverage.

- Explain the patient TROOP, Copay and what they have to pay out of pocket.

- Explain copay calculation.

- -Sends request to every patient MD to renew their Rx or prescription. Promoted to a Lead Associate (Teletech Dumaguete)

Role: Lead Associate

Account: OptumRx (Pharmacy and Insurance Account)

Specification:

- Assist Onshore and Offshore Agents

- Assist Onshore and Offshore Nesters

- Assist Dumaguete and Cainta Site for agents’ questions regarding to processes.

- Answer Supervisor calls from agents

- Provide approval for refund and cheque payments from the patient’s medicines. Based on the agents score card, I was given the chance to apply for a CSR III position. February 2021 (Teletech Dumaguete)

Role: Health Care Consultant- CSR III

Account: GE (General Electric)

Specification:

- Creating ticket to all Health Care Providers who have issues on their equipment such as MRI, CT scan, Ultrasound machine and its probe etc.

- Follow up on ticket created to dispatch to the right engineer to fix the issue on the machine.

- Perform critical thinking as we are handling patients on the table. June 16, 2021. Resigned to Teletech Dumaguete.

June 28, 2021 (Sophi Inc.)

Role: Administrative Assistant

Specification:

- Inventory for Office Supplies, Food Supplies, Equipment Supplies, Locker users.

- Prepare accountability and custody record for agents who are on work from home set- up.

- Prepare DTR for our help4you employees and send it to the finance manager for their pay.

- Also handle CEO request for the new site.

- Handle 2 site. Sophi Inc located at DBPI and BGCOMM site.

- Inventory for medicines needed at the office clinic.

- Answering emails for agent’s request and resignation. Educational Attainment:

Primary: North City Elementary School- 2003-2008

Secondary: Negros Oriental High School- 2008-2011

Tertiary: Negros Oriental State University

Associate in Secretarial Science- 2011-2013

Seminars/Workshop/Certificates/Examinations:

-Fraud Awareness Seminars- September 2018

-Exclusive Trainings to become a Team Lead/ Trainer and gained a certificate signed by our COO. EVP and VP.

-Learning and Leadership

-Training via phone by our manager at Mexico.

-Approve and endorse by our Senior Operations Manager and Team Lead.

-Training 101 (Examination for Trainers)

-T3 (phone/audio/video) together with onshore/ offshore Trainers)

-Certificate of completion for successfully completing the BUILD Examination: A Talent Development Program for Future Team Leads to developed: Reach for Amazing Program.

-Awarded by Team Lead Jopie Estomante and Senior Operations Manager Roberto Ozoa.

-Certificate of Recognition of 100% Reliability

-Certificate of Recognition for Top Team Performer

-Customer Service Representative with commendable Reliability.

-Build Examination for Trainers/ Supervisors-(100%)- 2017

-Examination for Future Team Leads

-Examination for Quality Assurance Team

-Panel Interview to be a Temporary Trainer to be assigned at Bacolod City Teletech Site. Skills and Qualifications:

-Good Team Player

-Strong communicator, both verbal and written (English)

-Proficient in Microsoft Office Application

-Can work without supervision.

-Well trained and willing to be trained.

-Strong organizational skills with excellent time-keeping capabilities.

-Happy working as part of the Team.

-Has the ability to produce highly accurate work.

-Has the ability to take initiative.

-Basic computer trouble shooting.

-Has the ability to multi task, prioritize task.

-Good decision making.

-Proficient in using MS Outlook and MS PowerPoint, Word and Excel.

-Proficient in using Skype for Business.

References:

Mr. Roberto Ozoa

Former Senior Operations Manager, Weight Watchers account. Teletech Service Delivery Center

DBP IT Plaza, Calindagan Dumaguete City.

Ms. Mary Cris Edria-Villaruz

Former Supervisor, Weight Watchers account.

Teletech Service Delivery Center

DBP IT Plaza, Calindagan Dumaguete City.

Mr. Eduardo Quio

Customer Service Representative

JP Morgan Chase and Co. Cebu City

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