Associate Customer Success Representative
Resume:
Norman Cris J. Malto
*** ********* ******** ***** ****. Pasong Tamo
Quezon City Metro Manila
Email: *********@*****.***
Career Objective:
Aiming for a career opportunity in a dynamic company where I can leverage my skills and abilities to quickly build trust with customers and clients and to improve the efficiency and quality of the client/customer experience.
Educational Background
Tertiary Education: Mariano Marcos State University
Bachelor of Science in Biology
2002-2006
Secondary Education: Ilocos Norte College of Arts and Trades
Laoag City Ilocos Norte
1998-2002
Primary Education: Shamrock Elementary School
Laoag City Ilocos Norte
1991-1998
Work Experience:
Wells Fargo International Solutions LLC-Philippines
Wells Fargo Center
1180 Wells Fargo Drive
Mckinley Hill Cyberpark
Pinagsama Taguig City Philippines
January 17 2022-present
Role: Associate Customer Success Representative
Support customer success and seek ways to improve moderately complex inquiries or issues from customers regarding financial products and services through a variety of channels such as phone, text, chat, video chat and other lines of communication
Perform routine tasks such as answering inquiries, resolving problems, and providing a best in class customer experience while adhering to work guidelines, policies, and regulations
Regularly receive direction from management, escalate questions and refer more difficult issues to staff
Perform research to resolve moderately complex customer issues including communicating with other departments for issue resolution
Interact with experienced representatives on difficult issues
Be responsible for coaching new hires and less experienced staff
Respond to inquiries and issues from customers
Tata Consultancy Services
Panorama Tower 34th St. Bonifacio Global City
Taguig City Philippines
June 3 2021-January142022
Role: Senior Process Associate.
Supervisor: Jonathan Vicenta; Anthony Glenn Holgado
Description: Receive inbound calls and do outbound calls to respond to technical inquiries from customers of an international telecommunications provider for the purpose of providing information, resolving issues and/or providing direction as may be required. Use information from customers to diagnose tech issues and walk customers through the steps needed to fix various problems. If customer tech problems cannot be handled over the phone, will schedule a repair crew to fix problems on-site. Keep logs of all calls answered and addressed, including dates and times.
Accenture Inc.
Project Discover 9th floor Gateway Tower 2 Araneta Center Cubao Quezon City
April 1, 2017 – May 14, 2021
Role: Customer Service Representative
Supervisor: Mary Dai Olegario; Mary Rose Maramot
Description: Provide functional and/or technical support for resolution of customer problems, incidents, issues, requests and queries. Liase with other support teams, or product teams as required to resolve requests/issues in a timely manner. Ensure proper documentation, notification, escalation, tracking and follow up of all incidents. Primary responsibilities are focused on customer contact not transaction processing.
Accenture Inc. Discover - ORIGIN ENERGY
9th floor Gateway Tower 2 Araneta Center Cubao Quezon City
August 31, 2015 – March 31 2017
Role: Transaction Processing Representative
Supervisor: Mary Rose Maramot; Gen Lumibao Llamas
Description: Update and maintain various systems/tools per standard process documentation which may include
Execute transactions without minimal direction, enter data and retrieve information from group specific system. Audit own data entry for accuracy and make required corrections
Produce standard correspondence by following existing templates. Adhere to client formatting and quality standards. Proof and edit work for syntax, grammar and punctuation
May coordinate the work of a small team in areas of high volume transaction processing and/or the training/education of new and/or more junior team members on operation procedures and policies
Accenture Inc.
-Mobius - VIRGIN MEDIA
Global One Eastwood Quezon City Metro Manila
Aug 27,2012- Aug 28 2015
Role: Collections Support Practitioner
Supervisor: Imelda Bustillo
Description: Collections Support Practitioner Collect and recover customer receivables and debt. Ensure cash collection activities meet the requirements of the client by reducing debt aging, maximizing cash collection and collecting high-quality dispute information, while maintaining a professional relationship with the client and their debtors.
Centro - Techmahindra Philippines
Eastwood Quezon City Metro Manila
Jan 1, 2012 - Aug 1, 2012
Role: Customer Service Representative
Supervisor: Anne Ramirez
Description: Do outbound calls to postpaid applicants of a local telecommunications company informing them on additional document requirements they need to submit in order that their postpaid application can be approved. Informing postpaid applicants if application is approved or not. Uploading of additional documents submitted by postpaid applicants into the customer database.
Concentrix(Eastwood Quezon City)
December 2011
Customer Service Representative
Attended 3 weeks training for a customer service representative role for a US Satellite Cable TV client.
Aegis People Support
Makati City Metro Manila
September 2011-November 2011
Role: Customer Service Representative
Attended training for a flight reservations agent role for an international flight booking website.
Stream Global Services
SM City North EDSA Annex Quezon City, Metro Manila
January 2011-March 2011
Role: Customer Service Representative
Attended customer service representative training for an American radio broadcasting company.
DMCI HOMES Makati City
Sep 1, 2010 - Feb 1, 2011
Role: Workplace Mgmt & Solutions Practitioner
Supervisor: Richard Lisbo
Description: Selling of company projects/condominium units to prospective customers by distributing advertising materials at mall and site manning schedule. Discussing payment options to interested buyers.
IBM Daksh Business Process Services Phils. Inc.
Mandaluyong City, Metro Manila
March 16, 2010-April 26, 2010
Customer Care Specialist
Take inbound calls for flight reservations and bookings for international airlines.
Computer Services - Cyber Options Internet Café
Laoag City Ilocos Norte
Aug 1, 2008 - May 1, 2009
Role: Customer Service Representative
Supervisor: Razen Estoy
Description: Data encoding. Collection of internet rental and printing fees. Photo editing and internet research.
Pharmaceutical - Mercury Drug Corporation
J P Rizal St. Laoag City Ilocos Norte
Jan 1, 2008 - Jun 1, 2008
Role: Customer Service Representative
Supervisor: Michael Martin
Description: Dispensing of pharmaceutical products to drugstore customers. Weekly inventory of medicine stock
Cleanliness and Sanitation - JOLLIBEE FOODS CORPORATION
Bacarra Road Laoag City Ilocos Norte
Jul 1, 2007 - Dec 1, 2007
Role: Customer Service Representative
Supervisor: Ligaya Menor
Description: kitchen sanitation and dishwashing.
Plant Tissue Culture - MMSU Tissue Culture Laboratory
Batac Ilocos Norte
May 1, 2006 - Aug 1, 2006
Role: Researcher
Supervisor: Ma Aura Gabriel
Description: doing plant tissue culture techniques.
Training and Seminar
Informatics Institute Laoag City
Call Center Training Program
February-March 2007
.
Character References:
Mary Dai Olegario
Service Delivery Ops Senior Analyst
Accenture Inc.
Mary Rose Maramot
Service Delivery Ops Associate Manager
Accenture Inc.
Gen Lumibao-Llamas
Service Delivery Ops Manager
Accenture Inc.
Anthony Glenn Holgado
Tech Support Assistant Manager
Tata Consultancy Services
Dyna Jane Durian
Team Leader
Wells Fargo International Solutions LLC-Philippines
********.*.******@**********.***
"I agree to the use or processing of my personal and sensitive personal information by Accenture for the purpose of recruitment related activities in accordance with the applicable local data protection laws and Recruitment and Hiring Privacy Statement Accenture. I have the right to withdraw my consent at any point in time by sending an e-mail to ******************@*********.*** and mentioning for which processing purposes I want to withdraw my consent."
I hereby certify that all information herein are true and correct to the best of my knowledge.
Norman Cris J. Malto
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