Customer Care Professional
Resume:
Acosta, Alyssa Gloria Montano
City Subd. Santa Rosa City, Laguna
5367
****.*******.******@*****.***
Education
Polytechnic University of the
Philippines-Santa Rosa Extension
Santa Rosa City, Laguna
2004-2008
Bachelor Of Science in
Entrepreneurial Management
St. Michael’s College of Laguna
Platero, Biñan, Laguna
2000-2004
St. Michael’s College of Laguna
Platero Biñan, Laguna
1994-2000
Trainings
● TESOL CERTIFIED 2015
● Spanish 101 (100 hours)
ENLI Training Center
Objective:
To be part of a growing company where team effort is vital in its’success and one’s growth is highlighted with unending development.
Employment History and Achievements:
Customer Care Professional, American Express Phils. Inc. February 29 2016- present
● Recognized as one of the limited CCPs to be given as G2-L2 rating.
● Bagged the Top Advisor for Q4 2019.
● Initially hired to be part of the 6th Batch of US Consumer Accounts.
● Transferred laterally to service the 2nd batch of Conversion Classes for US OPEN (Small Business)
● Was part of the CCPs’ Champion League for three (3) months.
● laterally transferred to spearhead the Client Management Team - US OPEN to cater highly valued and high spender business owners of AMERICAN EXPRESS INTERNATIONAL INC.
● bagged the G1-L2 rating for 2021 rating.
● part of the MENTORSHIP LEAGUE of the LOB, wherein we assist newbies as floorwalkers and/or specific mentor for them. Senior Recruiter, Professional Staffing Group
August 2014- January 2016
● Screens resume of possible US citizen candidates.
● Initiate phone screening to qualified candidates for Kelly Services.
● Decides on whether the candidate is a pass or fail given all requirements and also records the outcome of the pre-screening interview via Bullhorn.
● Appointed as a GROUP LEADER of 3 tenured recruiters for a US account.
● POC of the 2 US Accounts such as BCBS and Allstate.
● A-Player for Q3 2014 and Q1 2015.
● Lead the English campaign within the group of 25 recruiters.
2
Makati City.
● Guerilla Marketing Strategy,
Jay Conrad Levinson
Araneta Coliseum
Cubao
● EMage: Set Your Own
Brand
Polytechnic University of the
Phils.-Santa Rosa Extension
Reference:
● Miyukie Atsuchi
Team Leader, SBT-Onstar
Convergys Phils. Inc
● Jesse Sarmiento
Senior Team Leader, PSG
Global Solutions
● Gio Guevarra
Team Leader, American
Express Phils.
Customer Service Specialist, Convergys Phils. Inc. June 2009- July 2014
● The ONLY ADVISOR trained to handle three (3) line of business of the Onstar Program (Provisioning, Offline processing Team, Specialized Billing Dept.).
● A successful and effective CLUSTER LEADER (3 YEARS) during my stay with the Specialized Billing Team and was able to consistently win the cluster battles.
● Spear-headed the CSAT PROGRAM (ran for 1 year) that believes in boosting employees’ morale is directly proportion in getting higher CSAT scores from our customers.
● Awarded the most improved advisor for activations and Hands-Free Calling Minutes selling for the Provisioning Team.
● Hailed one of the top ten advisors over 105 advisors to hit the metrics during the stay with Offline Processing Team while pregnant. Provider Services Associate, APAC Global Services
February 2008- February 2009
● Able to achieve 0% lost hours throughout my stay.
● Tagged as the “Advisor with most number of KUDOS” from the Doctors for the Program Northeast Connecticut Anthem Blue Cross Blue Shield.
● One of the top performer to do “side jacks” with new hires after six (6) months of stay.
Formal Education Achievements:
● Spear- headed the seminar titled “EMage: Set Your Own Brand” for all Graduates of PUP-SRE for the Batch 2007 and 2008.
● Closed the deal of Sponsorship of the Office of the Mayor- Santa Rosa City worth P 25,000 for the said seminar.
● Bagged the “Best Mock Ad Plan for the Secosana Bags” for the Advertising students for the year 2008.
● A Proud Product of “TOP SCHOLARS IN LAGUNA” (TSL ni Gov. NingNing Lazaro) during my college days.
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