Customer Service Representative
Resume:
Joyce Ann De Jesus Oropesa
L* B** Bergen st. North Fairview Subd. QC
**********@*****.***
Nickname : Joyce / Ann
Birth Date : July 14, 1983
Birth Place : Quezon City General Hospital
Citizenship : Filipino
Religion : Iglesia Ni Cristo
Sex : Female
Civil Status : Single
Height : 5’3
Dialects Spoken : Tagalog, English
SCHOOL / LOCATION YEAR GRADUATED
College : AMA COMPUTER UNIVERSITY 1999-2003
Regalado, Ext. Fairview Q.C.
Course : BACHELOR OF SCIENCE IN COMPUTER SCIENCE (B.S.CS)
High-School : NEW-ERA UNIVERSITY 1995-1999 Milton Hills, St. Joseph st. Diliman Q.C.
Elementary : TOMAS MORATO ELEM. SCHOOL 1988-1995 T. Gener St. Kamuning Q.C.
1.Using Microsoft Office Tools, basic used of Word, Power Point, and Excel Applications.
2.Basic designing of graphical application using Microsoft Visual Studio programs.
3.Web Page Designing.
COMPANY NAME: TOUCH ASIA CONTACT SOLUTIONS
POSITION TITLE: Customer Service Associate
POSITION LEVEL: 1 Yr Experienced Employee
SPECIALIZATION: Customer Service
INDUSTRY: Call Center
Date Joined: October 3, 2003 Date Left: October 7, 2004
WORK DESCRIPTION:
OUTBOUND CAMPAIGN:
=WORLD WIDE TENDER- UK Campaign: Business to Business : We gather information of the decision maker's e-mail addresses and the purpose of this is to transact business with them.
=DE BURG- Australian Campaign: Business to Consumer : We are selling deburg products for fund raising of the Heart Research Institute.
=FTI- US Campaign: Business to Household : We are asking volunteers for the American Diabetes Association to mail in postal their donations.
=ACCESS ACCOUNT- UK Campaign: Business to Business : We gather informations of the key decision maker's information like e-mail address, employee count, websites, complete business address and fax no. to propose some business with them.
=OAS- (Training)- US Campaign: Business to Consumer : Selling of softwares on how to create your own auction like e-bay.
=GLOBAL MORTGAGE- US Campaign: Business to Household : Qualifying Leads for those who has a mortgage and we're encouraging them to re-finance, and to consolidate outstanding debts.
=EUROPE CONNECT- UK Campaign : Business to Consumer : We sell pre-paid mobile phones by three mobile and orange network.
=CENTURY21- (Training) US Campaign: Business to Household: It's a mortgage campaign and this time they offer new mortgage and re-financing, also consolidation of outstanding debts.
INBOUND CAMPAIGN:
=SAFECAR SERVICES (Training) US Campaign: We receive inquiries and requests for dispatching a taxi cab to their area in the USA.
COMPANY NAME: ST. GEORGES RECRUITMENT LTD.
POSITION TITLE: Recruitment staff / Telemarketer
POSITION LEVEL: 11 months
SPECIALIZATION: Recruitment
INDUSTRY: Recruitment Agency
Date Joined: April 22, 2005 – Date left: March 03, 2006
WORK DESCRIPTION:
RECRUITMENT PERSONNEL (Overseas)
1.Screening and Interviewing applicants.
2.Qualify them for the position they are applying for.
3.Handles briefing/training for the qualified applicants.
4.Handles Paperworks, Curriculum Vitae's, Communication
5.Finalizing applicants and recommending to future employers
6.Doing Video shoot for the applicants
7.Submitting and sending Videos and files to UK
8.Help Briefs and inform selected applicants about the placement fee.9
9.Receive calls from applicants regarding their complains, requests and questions.
TELEMARKETER-
UK campaign- Business to Business
-I am calling UK to ask for an appointment and follow up for the business briefing for those nursing homes in UK. (calling for carehomes and nursing homes.)
-Update of the Business names, addresses and their own Home Managers.
-Doing the research for the leads that will be called all over UK.
COMPANY NAME: SITEL
POSITION TITLE: Customer Service Professional
POSITION LEVEL: 1 yr. and 4 months
SPECIALIZATION: Customer Service
INDUSTRY: Call Center
Date Joined: May 08, 2006 – September 27, 2007
WORK DESCRIPTION:
INBOUND CAMPAIGN: =XM SATELLITE RADIO
Responsibilities:
-Handles the following services.
-Activation
-Account Maintenance
-Technical Support
-Billing
-Up-selling home and car kit radio.
=CAPITAL ONE
- Customer Service Professional (Certified)
-We provide quality service for Capital One customers and answer their inquiries regarding their capital one credit card.
-Credit Card activation
-Balance trasfer request
-Payment by phone
-Statement or Billing inquiries
-Updating customer personal information
-Online Account servicing technical support
-General inquiries
-Also up-selling payment protection, credit inform, balance transfer
COMPANY NAME: NCO
POSITION LEVEL: 1 yr
POSITION TITLE: Customer Service Representative
SPECIALIZATION: Customer Service
INDUSTRY: Call Center
Date Joined: June 06, 2008 – June 2009
WORK DESCRIPTION:
INBOUND CAMPAIGN:
=CREDIT ONE
Answering and assisting their concern for credit one credit card.
-Telephone Application
-Credit Card Activation
-Payments processing
-Statement or Billing inquiries
-Updating customer personal information
-Credit One Website technical support
-General inquiries
-Soft collect for payments
COMPANY NAME: IBM POSITION LEVEL:
POSITION TITLE: Customer Care Service Representative
SPECIALIZATION: Customer Service
INDUSTRY: Call Center
Date Joined: June 11, 2010 – 2011
WORK DESCRIPTION:
INBOUND CAMPAIGN:
=BELL SATELLITE TV
-New Customers order Installation
-General Inquiries
-Account Maintenance
-Activation
-Billing
-Technical support for all of the receivers, Smartcard, remote control, TV and hard drive
-Service Call / Dispatch
-Move order
COMPANY NAME: EXPERT GLOBAL SOLUTIONS (APAC/NCO)
POSITION LEVEL: TIER 2 TECH SUPPORT
POSITION TITLE: Technial Support Representative
SPECIALIZATION: Customer Service
INDUSTRY: Call Center
Date Joined: NOV. 28, 2011 –OCT 2014
WORK DESCRIPTION:
INBOUND CAMPAIGN:
=PITNEY BOWES (Mailing Machines, Folders and Inserters)
-Troubleshooting from Analog to Computer based machine lines.
-Troubleshooting Folders and Inserters - Identifies to replace machine or scale.
-Meter Installation
-Identifying different classes of mails
-General Inquiries
-Cross selling for supplies
-TIER 2 Technical support
-Floor walker / SME for questions and supervisor call
-Trainer for PROD+CESS / PRODUCT KNOWLEDGE
-Facilitate engaging and effective training sessions. Class or upskills for tier 2 and refreshers.
Administer assessments to gauge understanding and progress.
Provide constructive feedback and evaluate performance.
Manage training resources efficiently.
Ensure access to necessary materials and tools.
Be aware of cultural differences and adapt training approaches accordingly.
Foster inclusivity and diversity in the learning environment.
ENGLISH 101 COMMUNICATION COACH
Design or customize training programs and materials.
Develop lesson plans and instructional content aligned with learning objectives.
Adjust training methods based on the needs and learning styles of participants.
Provide constructive feedback and evaluate performance.
Recommendation to endorse for product training.
Examples of MATERIALS:
Active Listening
Empathy and Emotional Intelligence
Verbal Communication Skills
Non-Verbal Communication
Role-playing and Simulation Exercises
Resources and Further Reading
COMPANY NAME: CONCENTRIX
POSITION LEVEL: LEVEL 1
POSITION TITLE: FINANCIAL ADVISOR
CITI THE HOME DEPOT-PRIVATE LABEL CARD
SPECIALIZATION: Customer Service
INDUSTRY: Call Center
Date Joined: AUGUST 28 2018 - APRIL 29 2019
WORK DESCRIPTION: INBOUND CAMPAIGN:
-Payments processing
-Statement or Billing inquiries
-Updating customer personal information
-The Home Depot Website technical support
-General inquiries
COMPANY NAME: IQOR
POSITION TITLE: TECHNICAL SUPPORT REPRESENTATIVE
SPECIALIZATION: Customer Service
INDUSTRY: BPO
Date Joined: December 2, 2019 – January 2021
WORK DESCRIPTION:
ACCOUNT : DIRECT TV
-Technical support for Cable Television
-Technician Dispatch
-Billing
-Online help support
ACCOUNT : AT & T
-Technical support for Internet Connection
-Technical support for Phone line
-Tech dispatch
-Online help support
COMPANY NAME: C3 EVERISE
POSITION TITLE: CUSTOMER SERVICE REPRESENTATIVE
SPECIALIZATION: Outbound
INDUSTRY: BPO
Date Joined: May 21 2021 – Present
WORK DESCRIPTION:
ACCOUNT : HA/ ANGI OPPORTUNITY LEADS
-Outbound calling for HOME ADVISOR and ANGI
-Recommending professionals for the consumer’s project.
-Getting valid UAs from the consumer
-Cross selling for additional projects
-Connecting consumer to professionals
-Providing excellent customer service
ASSOCIATE TRAINER
-Class Facilitation
-Updating Power point materials for the training classes
- Admin Tasks
-Payroll processing / approval
-Shadowing and co-facilitating to classes
-Doing End of Day reports
-Facilitating refreshers for OL
-Facilitating Touchpoint for Angi / HomeAdvisor
-Evaluating and Endorsement to production
SR AUDITOR TIER1 and TIER
-Doing Quality and listening to previous service request and eliminating valid and invalid calls
TEAM LEADER / OIC. SUPERVISOR – ONSHORE USA
Centene WellCare CCP
Coaching agents twice per week prioritizing outliers
Doing Admin Tasks
Payroll scrubbing / LILO / approval
Creating IT tickets for system tools issue
Updating RTA of champs OOO / leave
Doing End of Day reports
Attending Meetings from day to day
Facilitating refreshers for Huddles HOT TOPICS updates
Monitor, track and evaluate associate performance based upon pre-determined Key Performance Indicators (KPI’s) and provide personal feedback to associate to ensure all goals are met and Everise standards are adhered to
• Be the constant presence on the production floor and actively interact with associates to ensure that they are engaged in productive work and systems are functioning properly
• Ensure that underperforming associates meet client expectations through the creation and implementation of written action plans
• Resolve customer escalations
• Responsible for communication between contact center management, client and associate
• Participate in associate selection and interviewing process
• Provide on-the-job or up-training as necessary to enable associates to meet Everise and client expectations
Award Year
Young Communicator’s Club - Distinguished Officer of YECC - 1998
Special Academic Award - Outstanding English Student of the year - 1999
Place Event Year
Everise (Virtual training) New Trainers Orientation 2022
Everise (Virtual training) Freshman Accelerator 2.0 2023
New Era University - TRAINING WORKSHOP in GROUP DYNAMICS - 1998
Ama Computer College-Fairview - SCRIPTWRITING FOR FILM - 2000
Ama Computer College-Fairview - THESIS B SEMINAR - 2002
Ama Computer College-Fairview - E-LEARNING SEMINAR - 2002
Shangri-la Makati - HERBALIFE SEMINAR - 2003
Organization Remarks Year
Hudyat Publication Official Newspaper of New Era Univ. 1998
Young Communicator’s Club Official English Club of New Era Univ. 1998
MASKARA Official Masscom Society of Ama Comp. Univ. 2001
Computer Science Society Offical Cosmic Society of Ama Comp. Univ. 2001
Company Address Department Year
Coca-Cola Company - Lagro, Sales Office - Physical Distibution - 2002
Epixtar - Libis Q.C. Sales/ Customer Service 2004
May K -Makati City Customer Service 2006
Name Position Company Contact no. Email
Ms. Leslie Arinto Supervisor Touch Asia 091******** ***.******@*****.***
Mr. Clem Jimenez Supervisor Sitel 091******** ********@*****.***
Mr. Roy Balana Supervisor St. Georges 091******** *********@*****.***
Ms. Lyann Ordoña Supervisor IBM 090******** ***********@*****.***
Mr. Mohn Tansanchez Supervisor WNS 093******** *******@*****.***
Mr. Vic Domalaon Service Delivery Manager EGS 090********
Mr. Luis Veluz Supervisor EGS 097******** ***************@*****.***
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