Geraldina C. Acosta
** ***** ***** ***** ******** Quezon City 1103
adn2c3@r.postjobfree.com
Objectives: To be able to use my capabilities to help achieve company goals and exhibit immediate response to tasks assigned and responsibilities.
Education: Bachelor of Science and Business Administration – Economics
Pamantasan ng Lungsod ng Maynila
Work Experience
Company: Accenture Philippines - non voice Social Media Platform
Position: Team Lead
Duration: September 2017 – December 8, 2020
Provide consistent and ongoing mentoring, coaching and training that focus on improving call center leadership, morale, and performance and employee retention.
Develop a positive team relationship by being supportive, visible and easily accessible.
Validates and approve payroll of each Rep
Validates and check Rep’s scorecard and dispute if necessary
Company: Accenture Philippines - inbound Insurance
Position: Senior Customer Service
Duration: June 2015 – September 2017
Provides functional and technical support for resolution of customer problems, incident, issues, request and queries.
Liaise with other support teams or product teams as required to resolve request/ issues in a timely manner. Ensure proper documentation and notification
Primary responsibilities are focused on customer contact
Company: Emerson - back office
Position: Sales Facilitator
Duration: April 2012 -May 2015
Performs preliminary review of all incoming orders
Answer customers call and provide them the price and delivery, information
Verifies payment terms.
Company: Teletech - inbound Telco – T mobile
Position: Customer Service Representative
Duration: March 2011 – March 2012
Responsible for handling inbound calls for customer inquiries, billing information, troubleshooting
Process payments using credit card
Upselling
Company: Teleperformance - inbound Telco - Sprint
Position: Customer Service Representative
Duration: February 2009 – February 2011
Responsible for handling inbound calls for customer inquiries, billing info, troubleshooting
Process payments using credit card
Troubleshooting
Upselling
Company: West Contact Service - Financial Account - JP Morgan Chase Credit Card
Position: Team Lead
Duration: March 2004 – December 2008
Handles escalated and unresolved calls from less experience phone bankers and provides sales opportunities as needed.
Responsible for coaching and supporting bankers to achieve individual scores
Monitor quality scores and provide action plan for bottom performers
Review online information to make sure phone bankers are updated with company rules and regulation
Skills
People Management
Computer Literate
Customer Service Skills
Verbal and Written Communication
Teamwork
Managing Process