Customer Service Associate
Resume:
ELMA PIA A. TICAR
Home Address: *** ***** **** **. **** Family Village Bagumbayan
Taguig City
Contact Numbers.: +639********* ( Globe )
+639********* ( Gomo )
Email Address : *********@*****.***
POSITION APPLIED
Customer Service Associate
OBJECTIVE
To consistently enhance and achieved the service and the product delivery with high degree of client care and prompt service at all times. WORK EXPERIENCE
Teletech Philippines
5ECOM 10th Floor. Harbor Drive corner Palm Coast Avenue Mall of Asia Pasay City 1300
Customer Service Tier 2 – DoorDash ANZ CX Support
February 5, 2021 up to December 13, 2023
Handle Inbound Chat and emails for DoorDash partners
● Assist customer in tracking their orders may it be a live orders or completed deliveries
● Assist customer in resolving concerns with their orders such never delivered, missing or incorrect, poor food quality and payment issues
● Resolve matters such as payment or account concerns
● Troubleshoot issues related to DoorDash app
Amazon
Three E-com Center, Block 21 Harbor Drive Cor. Bay Shore, Mall of Asia Complex CBP-1A, Pasay City 1300 Philippines
Customer Service Associate – Shipping and Delivery Services Department/ US Account Logistics
October 21, 2019 – June 1, 2020
• Ability to determine customer needs and provide appropriate solutions in a timely and professional manner.
• Appropriate sense of urgency, commitment and quality when responding to customer needs
• Ability to empathize and prioritize customer needs with regard to their orders
• Meticulous attention to tracking details of customer orders
• Uphold company values and respect every customer
• Exude patience and ownership with each customer
• Ability to resolve conflicts and set appropriate expectations with customers Proper escalation if call is within out of scope or invalid transfer from other teams IQOR Philippines
WFH
Customer Service Associate - Walmart Account ( Seasonal Account ) October 15, 2020 to December 19, 2020
● Handles customer’s inquiries about retail matters
● Assist customer in tracking their current orders and provided ETA Acadsoc Limited
Part time Homebased Online English Tutor
March 28, 2020 - July 3. 2020
● Provides standard ESL courses to Chinese students from children to working adults using our online teaching system
● Works from home and clock in the teaching website before the class time
● Conducting all student lessons within their chosen schedule on class table. Sykes Asia Incorporated – Google Account
Glorietta BPO 1 Office Tower, Hotel Drive Ayala Center 1224 Makati City
Hardware and Software Technical Support Tier 1- Google April 22, 2019 - September 30, 2019
● Troubleshoot Pixel and Nexus devices Android Google devices
● Assist customer’s inquiries regarding order status – order management
● Provides options and extends assistance for customers if issue is out of scope
● Resolves issues within scope of support
● Provides options for out of warranty devices then refer to manufacturer
● Properly document and log case notes
● Consult Tier 2 if escalation needed
IBM Daksh Business Process Services Phils.
Technical Support Tier 1
July 6, 2007 up to July 25, 2010
2ndFlr. Edsa Central Greenfield Shaw Mandaluyong
● Handle calls and provide troubleshooting procedures in Iphone device
● Pitch AppleCare Protection Plan
● Provides options if customers iphone is out of support range
● Take ownership of the call if issue is under scope of support for Tier 1
● Properly document customer’s issues to each and every call
● Hit numbers and metrics set to Iphone line of business
● Isolate customer issue if it’s a software or hardware issue
● Resolves customer’s issues and troubleshoot
● Escalate valid issue if unable to gain agreement to Tier 2 Teleperformance Philippines
Customer Service Agent
May 15, 2006 to February 12, 2007
14th Floor Octagon Bldg. San Miguel Ave. Ortigas Pasig City
● Answer incoming customer inquiries about their Primecare Insurance Plan and take appropriate action for each call
● Provides resolutions to customer concern about the product
● Upsell insurance plan
● Hit numbers and metrics provided by the line of business
● Input data into company computer platform to keep each customer record updated
maintain customer satisfaction ratings
Kobe Masa Corporation
Receptionist
July 10, 2000 to December 22, 2001
Madrigal, Alabang City
● Observes, anticipates and accommodates guest needs
● Present menus to guest suggesting food and beverages Skycable Telecommunication Company
Sales Secretary
December 09, 1996 to February 7, 1997
Libis, Quezon City
● Monitor and coordinates with account executive
Responsible for document handling, file making, bookkeeping and handling other kinds of paperwork
EDUCATION
Tertiary: Airlines Secretarial-Graduated April 1991 PATTS College of Aeronautics
Domestic Road, Pasay City
Other College: BS Architecture-one year
Adamson University
Taft Manila
Secondary: Southern Rizal Institute
Pateros
March 1988
Intermediate Bagumbayan Elementary School
March 1984
SPECIAL SKILLS
● Typing, Stenography, MS Office, Powerpoint, Macintosh and Apple products basic troubleshooting and navigation
● Acquired leadership, adaptability, time management, communication, conflict resolution, ability to work under pressure and practice punctuality all the time. EXAMINATIONS AND RECOGNITIONS TAKEN
● Commendation recipient for providing the best and exceptional technical support
experience - May 2019 - Sykes Google
● 90 % CSAT (Customer Service Satisfaction) achiever for the month of February, November and September - IBM Philippines
● Electronic basic Quality Training – IBM Philippines
● Golden Heart Award for the year 2009 –IBM Daksh Business Process
● Sterling Global Call Center Training
● Skycable Certificate of Valuable and Tireless Contribution - Skycable
● Career Service Professional Exam - 83.49% taken April 1994 PERSONAL BACKGROUND
Date of Birth : March 22, 1971
Place of Birth: Manila
Citizenship : Filipino
Height : 5'4”
Weight : 56 kls.
SSS number : 33-9575082-6
PHILHEALTH: 02050295052-6
TIN : 138-153-420
PAG-IBIG : 101*-****-****
NBI number : T260EEVA17-LC1108008
PASSPORT : P4460978B
LANGUAGES OR DIALECTS CAN SPEAK OR WRITE
English, Filipino and Ilonggo
CHARACTER REFERENCES
Mary Joy Albao
CSR
Teletech Philippines
1 Benefits St GSIS Village Project 8 QC
Candeces Balangatan
Operations Manager DoorDash
Teletech Philippines
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