Customer Service Delivery

NERISSA DELA CRUZ USON

Address: Block ** Lot ** Paris St., Summerwind 4, Dasmariñas, Cavite

Mobile Number: 094******** / 097********

Email Address: *************@*****.***

Skype ID: live:.cidf37f8a66d2ebaf56

Date of Birth: May 25, 1989

Gender: Female

Nationality: FILIPINO

Religion: Christian BAPTIST

Marital Status: Single

Language: English, Filipino

HIGHLIGHTS OF QUALIFICATIONS

Senior Process Executive and Customer Service Assistant Certified computer professional with knowledge of basic and advanced desktops. Strong customer service and people skills

Fast learner, committed and trust-worthy

Articulate, dynamic, and capable of working in a diverse workforce. Strong process, and organizational skills

Goal-oriented, highly motivated, and able to work under pressure. Trainable and open to exploring other technologies and industries. WORK EXPERIENCE

INFOSYS BPM Ltd. – BGCCC, Taguig City

Customer Service Specialist/TTU Assist

Duration: October 10, 2011 - March 1, 2019

Account: Operations – AT&T, MIS/APEX EBM

Job Description: Executes client transactions i.e. attends to the transactions, verifies basic information, and closes customer queries/issues. Ensures appropriate documentation of the upshot from the last transaction on the client’s account per the prescribed format. Executes transactions as per prescribed guidelines and timelines, analyzes data, responds to complaints/queries by mail/phone, and interacts with clients for order management depending on the process to meet targets. Test and turn up assist, backing up the engineers to activate the service from customers’ orders.

INFOSYS BPM Ltd. – BGCCC, Taguig City

Duration: May 2020 - present

Account: Operations – AT&T Telco

Job Description: Service Delivery Manager (back office) Process and assist Solution Provider orders with all their different services, assisting them and providing the information needed. Pulling up billing and contracts. Responding to their queries by mail and phone, tracking their orders from submission, router delivery, installation, and activation of their circuits. Creating tickets for billing/credit disputes, issues with the circuits, and escalations.

EDUCATIONAL BACKGROUND

2006-2010 Pangasinan State University

Alvear St. Lingayen, Pangasinan, Philippines

Bachelor of Science in Business Management

2002-2006 Congressional National High School

San Agustin II, Dasmariñas, Cavite, Philippines

High School Diploma

1996-2002 Burol Elementary School

Burol Main, Dasmariñas, Cavite, Philippines

Elementary School Diploma

REFERENCES

Melanie Villanueva - (INFOSYS BPM Ltd.)

Contact #: 092********

Email Address: ********@*******.***

Dapnie Lafuente - (INFOSYS BPM Ltd.)

Contact #: 095********

Email Address: ******@***.***

Jollybee Fernandez - (INFOSYS BPM Ltd.)

Contact #: 092********

Email Address: ***************@*****.***

I certify that all the information provided above was true and correct to the best of my knowledge and belief.

NERISSA DC. USON

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