Technical Support Customer Service
Resume:
Leilanie B. Rullan
*** * *. ******* **. Buting, Pasig City Philippines 1600
Phone#: 090********
Email: ***************@*****.***
Objectives:
To seek ways in developing a successful career where my skills are effective, utilized to
their fullest potential and produce continual experience with growth opportunities.
Career Summary:
• Almost 8 years of experience in the food industry providing excellent service to various customers.
• 10 years of experience with Business Process Outsourcing (BPO), providing technical support and customer service. Fortunate to be a Team leader for 3 years handling a pilot Account for Accounts and Billing, attending various training and conventions to enhance leadership and lead by example that helped me received multiple awards as a leader. Months of being one of the company’s Hiring Manager assisting in hiring process specifically identifying prospect through interviews. Currently a Sr. Quality Evaluator focuses on service quality and compliance with client specific guidelines.
• Computer literate
• Good communication skills
Work Experiences:
Concentrix Philippines
March 2016- up to present
Intuit QuickBooks - CSR/Technical Support
- accounting software which offers solutions for managing personal, business and tax finances.
T1 (2016 -2019)
T2 (2019 - 2020)
Accounts Escalations:
- handling customers’ accounts including portal issues billing and frontliner’s unresolved issues across the board.
Subject Matter Expert - (from Feb. 2120 - Oct. 2021) I am part of the Team that stablished the process when we took over Account Escalations from a different vendor since day one. I manage to create an SOP that will help our Agents resolve issues with regards to customer Accounts and Billing. As a Subject Matter Expert, it is my duty to help our Agents be able to meet their expected monthly goal asked by the Program/Client, be able to make sure that Customers are well taken care of, prevent them from Fraud and being able to manage their Accounts instantly.
Team Lead - (Oct. 2021 – May 2024) I was given a chance to continue helping the account through its people. Be able to motivate the team’s performance by creating an environment that promotes positive communication, provide guidance so they can get good work done. Make sure to resolve conflicts through coaching, monitor progress and lead by example.
Sr. Quality Evaluator – (from May 17, 2024, up to present) as another door opened, I grabbed the opportunity to explore another task and go out of my comfort zone taking another step for a brand new experienced as one of the Sr. Q.E. of the company. We focus on service quality and compliance with client specific guidelines.
Alta Resources Phil. Corp from September 2015 - January 2016
Sales Support @ Ortigas, Pasig City
Desserts Plus, Inc. from February - August 2008
Cashier @ SM Makati
Jollibee Food Corp. from March - September 2006
Cashier @ Binondo Manila
Chowking Food Corp from October 2002 - January 2006
Cashier @ Global City
Texas Chicken from October 2002 - March 2003
Cashier @ SM Makati
Educational Background:
Secondary: 1998-2002 Pateros National Highschool
Primary: 1992-1998 Buting Elementary School
Personal Information:
Age: 40 years old
Date of Birth: February 08,985
Place of Birth: Pateros, M.M.
Civil Status: Married
Height: 5’2cm
Weight: 176 lbs
Nationality: Filipino
Religion: Roman Catholic
Character References:
Clarence Casabar - Concentrix Quality Supervisor
Jong Abarra - Concentrix Workforce Management
Contact this candidate