Customer Service Representative

ERIC V. VELASCO

**** *** **** **. ********, Manila

Contact: Mobile # +639*********

Email address: *************@*****.***

PROFESSIONAL EXPERIENCE

Part-time Instructor/Visiting Lecturer

First Semester AY 2020-2021

JRMSU, Dapitan Campus

College of Business and Accountancy

Tourism Department

REFINITIV - London Stock Exchange Group (LSEG)

Order Management & Master Data (OMMD)

Taguig City, Philippines

Tel# +632-***-**** or +632-***-****

Order Management Specialist (Key Strategic account) January 21, 2019 - present

• Responsible for implementing the entire order to the billing process, including order preparation, order monitoring, permissions and billing, credits, and cancellations for new and renewal orders.

• Manage internal customer queries and communication in a professional and service- oriented manner.

• Collaborating with Account Managers, Sales, and compliance teams to monitor and support internal auditing.

• Provide research and support for billing disputes, ensuring issues are resolved.

• Supporting and working with Market Data Managers and Consultants of our clients on any Exchange Data/Specialist Data Set changes, New Data rollout, commercial licensing, contracts, and billing adjustments.

REFINITIV (formerly THOMSON REUTERS CORP PTE LTD)

Customer Support Executive

October 2016 – January 18, 2019

• Respond to customers' inquiries relating to information, product functionality, and fault calls, resolving as many queries as possible on the first interaction.

• Filter and escalate inquiries relating to other aspects of the Thomson Reuters business and handover to the appropriate department.

• Manage the resolution process for customers relating to data and applications for a particular product/s.

• Recognize and escalate recurring problems, inferior processes, or outdated procedures SYKES MARKETING SERVICES, INC.

ISO 9001-2000 Certified

3F Worldwide Corporate Center, Highway Hills, Shaw Blvd Mandaluyong City 1552 Contact# 632-8400

Product Trainer (Pearson Education Account)

June 6, 2016 – September 30, 2016

• Provides timely training class reports

• Updates training documents as necessary

• Uses surveys to collect specific information to help improve business processes and overall performance

• Maintains a high level of product and system/tools knowledge Product Trainer (Bell Mobility Wireless (Consumer/Retention/ERT) and eChat) November 21, 2013, to June 3, 2016

Job Description:

• Advising managers and supervisors and assisting them in training their personnel

• Facilitating the learning process so that each learner has an opportunity to meet the goals they have set for the training

• Being available to answer questions, provide coaching, give guidance about completing assignments, and help with other individual learning problems

• Evaluating learners’ progress

• Analyzing links between employee training data and organizational needs

• Staying current in the profession and their subject matter areas

• Handle phone calls – customer contact handling

SYKES MARKETING SERVICES, INC.

ISO 9001-2000 Certified

3F Worldwide Corporate Center, Highway Hills, Shaw Blvd Mandaluyong City 1552 Contact# 632-8400

Retention Specialist (Solo Mobile- Bell Canada)

December 2010- November 20, 2016

• Ensure that customers continue to use the products and services

• Assisting customer who requires products or services to be changed to best fit their needs

Customer Service Representative (Solo Mobile- Bell Canada) June 29, 2010, to December 2010

Job Description:

• Interact with customers to provide information in response to inquiries about products and services

• Handles and resolves customer's complaints

• Resolves billing or service complaints and refers grievances to designated departments for investigation

ONE CONTACT CENTER (formerly ONE GLOBAL CONTACT CENTER) Antel Bldg. 33rd floor Julia Vargas Ave.

Ortigas Bldg. Pasig City Philippines Tel# 661 3899 Fulfillment Assistant Officer – Fulfilment Department August 07, 2006 – March 2010

Job Description:

• Responsible for facilitating endorsements from sales, verification, and processing of orders

• Handles activation in T-Mobile

• Recording/encoding all call details and data entries in the existing Application Software to maximize its use and to facilitate the precise generation of reports

• Ensures the right products are in the right locations at the right time

• Receiving and effectively handling inquiries and complaints based on the standard spiels and procedures set by the company

• Acknowledges requests by customers to meet their needs and provides security requirements on the products purchased

• Bank verification - call the issuing bank to check if the information gathered by the agent is matched to avoid fraud transactions

• Billing and collection tasks

ONE WORLD TELECOM (Philippines)

26TH Floor, One San Miguel Bldg.

San Miguel Ave. Cor. Shaw Blvd.

Ortigas Center, Pasig City Philippines.

Tel# 632-***-****

Sales Agent

February 07, 2006 – August 01, 2006

• Does telemarketing and build client's interest to avail company's product.

• Gather prospects and possible leads from the clients

• Deliver sales talk and, at the same time, read the standard spiels that describe the product

• Successfully meeting the sales target of the team on top of the quota set by the management

• Regularly calls clients to ensure that they are satisfied with the service MANILA PAVILLON HOTEL

UN Ave. Ermita, Manila

Food Attendant (Banquet Service)

March 05, 2004 – August 05, 2005

• Responsible for table setting (includes napkin folding).

• Provides total customer service satisfaction.

TRAINING AND CONFERENCES ATTENDED

• THE COACHING FOUNDATION- January 24, 2022

• Basic Course in Tourism Development and Management (UP Solair)- July 28, 2018

• Customer Service Skills- April 2018

• CORE CAPABILITIES COMM BOOTCAMP- Sept 2017

• Core Principles of Training (Sykes Asia Inc) November 17, 2014

• Basic Delivery Training (Sykes Asia Inc) November 18, 2014

• Training Program Development Methodology 2 and 3 (Sykes Asia Inc.) November 28, 2014

• Coaching for the WIN. Leadership Seminar April 6, 2016

• Data Analytics 1.0 March 28, 2016

• Excel 1.0 February 09, 2016

• Behavioral Workshop January 21, 2016

PERSONAL ADVANTAGES AND SKILLS

• Passed the Career Service Examination (Professional Level)

• Knowledgeable in SAP, Salesforce, DACs, and other administrative tools.

• Knowledgeable in Microsoft Excel, Word, and PPT

• Business Process Improvement

• Excellent skills in communication and collaboration CAREER HIGHLIGHTS

• Project link- Connecting points – Jan 2022 to present

• Nominated for the Behavior and Values award (OPEN)- Oct 2021

• Project Phoenix - A collaboration with Technical Team – Sept 2019 EDUCATION

Graduate Studies:

Master of Science in Tourism Development and Management (January 2020- present) Asian Institute of Tourism, UP Diliman

Katipunan, Quezon City

Graduate Diploma in Tourism Development and Management (June 2018- December 2019) Asian Institute of Tourism, UP Diliman

Katipunan, Quezon City

College:

Bachelor in Tourism

POLYTECHNIC UNIVERSITY OF THE PHILS

Sta. Mesa, Manila

1999 – 2003

Secondary:

Zamboanga Del Norte National High School Dipolog City 1995 – 1999

REFERENCES

Available upon request

Contact this candidate