Customer Service Representative
Resume:
OBJECTIVES:
“To become a virtual assistant where I can use the resources and skills for delivering quality work to the organization.”
WILNARD T. BALUYAN
•Mobile Number: +63-910*******
•Bachelor’s Degree: Nursing graduate
•Address: #09 M. Roxas Trancoville, Baguio City 2600
•Nationality: Filipino
•Skype I.D: live: wilnardbaluyan2
HIGHLIGHTS:
•Experienced Sales and Business Development Executive with a demonstrated history of working in the telecommunications industry. Strong business development professional skilled in Integration, Sales, Telemarketing, Appointment Setting, Cold calling, Warm calling, Customer Service, Business to Business Sales, Lead Generation, and Back office.
Work History:
Silverbay Health
Business Devlopment Manager/Healthcare Recruiter
Industry: Healthcare staffing Agency
11931 Wickchester Lane Suite 450, Houston, TX 77043
•Recruited for different healthcare roles such as Travel RN, LPN, CNA, Case Manager,
Nurse Practitioner, Director of Nursing, Nurse Supervisor, and many more.
•Covered different tasks in active and passive sourcing, including sourcing, screening,
interviewing, evaluating candidates, and formatting resumes to meet client expectations.
•Maximizing gross margins by managing pay rates, bill rates, mark-ups, per diem, and
other costs.
•Built a pipeline of candidates who can be considered for future job orders and generate referrals.
•Contacted candidates through phone calls, text and e-mails to determine interest and availability.
•Sourced resumes of qualified candidates for specific job orders, using job boards,
applicant tracking systems, company websites, etc.
IHG Hotel and Resorts
IHG One Rewards /Reservation Specialist/Back Office
3 Ravinia Dr, Ste 100, Atlanta, GA 30346
July 2022 – February 2023
•Coordinate all aspects of member account services by serving as the primary point of contact and resource to resolve IHG Rewards Club service concerns and make decisions about point adjustments.
•Provide support to hotels for information.
• Function as a central source of marketing information for both guests and hotel and act as a liaison between member and hotel to ensure customer satisfaction.
•Provide support in other departments such as Guest Relations and IHG Rewards Club areas.
•Acting as a resource to provide assistance, solutions, and research for difficult situations.
•Handle escalation calls.
•Coordinate with Company co-partners to resolve point/mile discrepancies.
•Maintain a consistent, high-quality customer-focused orientation.
•Listen to and communicate with customers to obtain all required information necessary to determine and address their specific needs; tactfully explain why, if service cannot be provided.
•Respond to individuals in the manner and timeframe promised, or follow up to explain status.
•Provide clear, accurate information; explain procedures or materials or provide supplemental information; anticipate problems or questions.
•Perform a variety of administrative support duties as assigned.
•Prepare reports, charts, presentation data, or logs as required and according to established specifications.
•Answer inquiries related to daily activities of the work area, and act as a liaison between the assigned work area and internal and external contacts to convey appropriate information.
•Compose clear and concise correspondence as requested or required. Copy, route, and file appropriate documents in an accurate and timely manner.
•May review, track data from, complete, and/or monitor other functional reports as needed.
Cynet Systems Inc.
Business Development Executive
Industry: Staffing and Recruiting Agency
Washington, D.C. Metro Area
November 2019 - June 2021
•Establishing Partnerships with Fortune companies for IT, Engineering & Healthcare Staffing solutions.
•Attracting new clients and developing new relationships to support future business.
•Creating a network of professional contacts that consistently resulted in solid referrals.
•End-to-end sales for IT and Engineering Staffing solutions.
•Build client relationships at the “C” level and with hiring managers who purchase IT consulting services to maximize requirement opportunities.
•Generating new business and long-term account opportunities through prospecting and cold calling resulting in new and recurring business.
•Connect with the Supplier Diversity Department of the Corporate Accounts and establish a business relationship.
•Engage with Vendor Management, Procurement, Sourcing departments, and the MSP of the clients to make an official presentation of our services and solution capabilities.
Citigroup
Financial Customer Service Officer
Industry: Banking / Financial Services /BPO
Makati City
June 2017 - October 2019
• Market and sell appropriate products, including bank programs, disability income programs, long-term care programs, annuities, and investments.
•Utilize data, market trends, and industry knowledge to develop and implement a personal business and marketing plan.
•Analyze, prepare, and deliver presentations and seminars to clients through the effective use of information, data, and product knowledge.
• • Responsible for the appropriateness of all products sold to customers.
•Maintain all books, records, and accounts required by the company
•Attend firm meetings and required training sessions.
•• Prepares, verifies and communicates financial documents for individuals and businesses.
•Ensures the efficient running of a client's business by minimizing waste, mismanagement, and fraud.
•Sell/ Upsell products and services
•Provides financial advice, products, and services to individuals and businesses.
•Creates and analyzes budgets for organizations.
•Works to establish a clear picture or image of a company's mission and what they represent as an organization.
•Develops and maintains accounting systems in businesses.
Convergys Techno hub
Customer Service Representative/ Sales/ Basic Troubleshooting
Industry: BPO
Baguio City
September 20013 - May 2016
•Answer calls and give information to callers, take messages, or transfer calls to appropriate individuals or departments (LOB).
•Collect money into accounts, keep records of collections and disbursements, and ensure accounts are balanced.
•Create, maintain, and enter information into databases.
•Greet callers and handle their inquiries or direct them to the appropriate persons or departments according to their needs.
•Provide customer services, such as limited instructions on proceeding with claims or referrals to auto repair facilities or local contractors.
•Calculate the amount of the claim.
•Confer with customers by telephone to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
•Deliver world-class customer service and build customer satisfaction and loyalty.
•Complete ongoing training to stay abreast of products, services, and policy changes.
•Demonstrate best judgment in the disbursement of adjustments and credits.
•Increase the customer experience by providing information on new products, rate plans, and services through up-selling opportunities.
NCO Group
Customer Service Representative
Industry: BPO
Cark, Pampanga
May 2011 - August 2013
•Assisted wireless cell phone customers with items such as adding minutes and troubleshooting.
•Respond to customer inquiries and requests and resolved issues efficiently and professionally.
•Exercise strong interpersonal communication skills with customers and department personnel.
•Utilize multiple call center support applications to efficiently assist customers and agents.
•Build rapport with tenured customers by acknowledging their loyalty as customers and showing concern for their questions no matter how long they have been a customer.
•Assist new customers to get accumulated to service with T-Mobile.
•Answer and provide knowledge about their account, plan, device, due date, and monthly charge.
SBT JAPAN
Sales Executive
Industry Call Center / BPO
Specialization Sales Telesales/Telemarketing
April 2009 - March 2011
•Makes telephone calls and in-person visits and presentations to existing and prospective customers.
•Research sources for developing prospective customers and for information to determine their potential.
• Develops clear and effective written proposals/quotations for current and prospective customers.
•Expedites the resolution of customer problems and complaints.
•Coordinates sales efforts with marketing, sales management, accounting, logistics, and technical service groups.
•Analyzes the territory/market’s potential and determines the value of existing and prospective customer’s value to the organization.
•Creates and manages a customer value plan for existing customers highlighting profile, share, and value opportunities.
•Identifies advantages and compares the organization’s products/services.
•Plans and organizes personal sales strategy by maximizing the Return on Time Investment for the territory/segment.
•Supplies management with oral and written reports on customer needs, problems, interests, competitive activities, and potential for new products and services.
•Keeps abreast of product applications, technical services, market conditions, competitive activities, advertising, and promotional trends through the reading of pertinent literature and consulting with marketing and technical service areas.
•Participates in trade shows and conventions.
•Reports directly to Sales Manager/Director of Sales.
SITEL BAGUIO
Customer Service Representative
Industry: BPO
Loakan, Baguio City
July 2006- March 2009
•Confer with customers by telephone to provide information about products or services, cancel accounts, or obtain details of accounts.
•Check to ensure that appropriate changes were made to resolve customers' problems.
•Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions are taken.
•Exercise strong interpersonal communication skills with customers and department personnel.
•Respond to customer inquiries and requests and resolve issues efficiently and professionally.
EDUCATION:
•Pines Doctor's City Colleges
•Bachelor’s / Degree in Nursing
SKILLS:
•Inbound /Customer Service
•Financial Services
•B2B and B2C
•Sales
•Outbound Calling
•Appointment Setting
•Telemarketing
•Lead Generation
•Basic computer Skills
CHARACTER REFERENCE:
•Daniel Aguana
Project Manager/ Cynet Systems
• Edwin Ang Jr.
Hr. Manager/ Demand Science
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