Customer Service Administrative Assistant
Resume:
Mildred F. Beltran
Unit *** **** Hen. Garcia St., cor. P. Binay St.,
Bangkal, Makati City
Cell: +639**-***-****
Email: **********@*****.***
Career Objective:
To gain any home based position that will fit my customer service experiences, abilities and willingness to work with people. As well, as any job that will enhance my office and administrative skills.
Summary of Skills:
• Customer service oriented person that has coaching and mentoring skills
• In-depth knowledge on office and administrative tasks
• Ability to interact professionally with customers and coworkers, both in verbal and written
• Skilled in prioritizing work and completing task with minimum supervision
• Working knowledge of computer applications like Microsoft Word, Excel, Power Point
• Stress tolerance and has the ability to meet tight deadlines
Educational Summary:
UNIVERSITY OF NUEVA CACERES
Bachelor of Science in Business Administration
Major: Management (4th year)
Awards and Achievements:
• TOP Team Manager of the Fiscal year 2010-2011 (Account Level)
• Consistent Top Team Manager for the whole Fiscal year
• 2nd Place Essay writing contest
5th Regional Congress Association of Bicol Business Students, Ateneo de Naga University
Work Experience:
Organization: Sutherland Global Services, Inc. , Camarines Sur
Duration: October 2009 – December 3, 2011
Designation: Team Leader (NetSpend Account)
• Evaluates, provides feedback, mentors and motivates employees to provide excellent customer service, while improving call quality and performance metrics.
• Analyzes call statistics to ensure performance and quality standards are met.
• Resolves worker issues or submits unsettled issues to the HR Department for appropriate action.
• Handles supervisor calls and oversees escalation queue.
• Monitors live or recorded calls and identifies performance gaps. Coaches employees for performance improvement, resolves day-to-day issues and problems, provides technical leadership, and answers questions accurately and professionally.
• Trains new employees to ensure professional, performance and quality standards are met.
• Encourages and participates in community activities.
• Monitors call volume to ensure appropriate staffing levels are maintained to service clients.
• Conducts meetings to ensure accurate and timely communication of client and campaign issues to and from the team.
• Reviews and submits all required reports and staffing requests, and maintains transaction reports and attendance/time records.
• Participates in client quality calibration sessions.
• Delivers performance reviews of team members, conducts disciplinary interview/counseling, and completes and files all necessary HR documentation.
• Drive process improvements.
• Proactively identifies process improvements and drives initiatives.
SPECIAL TASKS:
• Handles special team that needs focus on certain metrics (CSAT Pilot and Carebay)
• Attends Product Specific Training of newly hired employees to support Training team.
• Trained consultants for Tier II
Organization: Sutherland Global Services, Inc. , Camarines Sur
Duration: March 2009 – October 2009
Designation: Team Leader Acting Capacity, Subject Matter Expert (H & R Block Account)
• Resolve and process all escalated calls
• Join / lead projects and initiatives including calibration sessions, pre/post shift meetings, huddle sessions , team building exercises and strategic planning.
• Monitor, manage and stack rank the team members based on the performance metrics
• Take corrective and preventive action plans as needed.
• Cascade process related updates from both client and management
• Act as an interface between team and management including all support functions
• Perform quality monitoring, remote, side by side of consultants and feedback findings (strengths, areas of improvement).
• Provide weekly coaching to all consultants discussing goals and performance.
Organization: Sutherland Global Services, Inc. , Camarines Sur
Duration: October 2008 – March 2009
Designation: Tier2 Escalation Agent / Acting Capacity, Subject Matter Expert
• Taking Escalated calls / perform courtesy callbacks if necessary
• Callback customers who expressed any form of threats towards the account
• Processing/approving credits and refunds to customer’s account as per agents request and as needed
• Taking calls regarding customer’s accounts general inquiries and billing in particular
• Making proper documentation on credit/refunds and sales trackers
Organization: Sutherland Global Services, Inc. , Camarines Sur
Duration: June 2008 – October 2008
Designation: General Customer Service Representative Wave1
• Field concerns and questions from customers.
• Communicate with customers over the phone, by e-mail, or regular mail correspondence.
• Be first point of contact for customers who have problems or inquiries about a product or service.
• When a customer calls, answer basic questions about the customer's concerns, update the customer's information, or sometimes sign the customer up for new services and upsell other products.
Organization: Freemont Foods Corporation, Jollibee LCC Naga
Duration: April 1, 2008 – May 31, 2008
Designation: Regular Crew Leader / Administrative Assistant
• Over-all in-charge of Petty Cash Fund Replenishments.
• Payroll Processing of crew and managers thru template being submitted to corporate accounting every cut-off period.
• Food, Service and Cleanliness Checklist in-charge of summary completion.
• Manuals and Checklists updating.
• Do the preparation of checks for payment to suppliers and ensure prompt payment of bills/invoices.
• Facilitates in securing local business permits and other related documents.
• Handles sales deposits and bank pick up.
• Kitchen and counter manager reliever; supervises crew work in order to attain customer service satisfaction.
Organization: Freemont Foods Corporation, Jollibee Naga Panganiban
Duration: June 9, 2005 – March 31, 2008
Designation: Regular Crew / Administrative Assistant
• In-charge of the Payroll Processing of crew and managers thru template being submitted to corporate accounting every cut-off period.
• Do the preparation of checks for payment to suppliers and ensure prompt payment of bills/invoices.
• Prepares summary of expenses and replenishments for petty cash expenses.
• Facilitates in securing local business permits and other related documents.
• Handles sales deposits and bank pick up.
• Kitchen and counter manager reliever; supervises crew work in order to attain customer service satisfaction.
Organization: Freemont Foods Corporation, Jollibee Naga Main
Duration: June 2000 – June 8, 2005
Designation: Regular Administrative Cashier
• Prepares summary expenses for petty cash expenses to be submitted to our Administrative Assistant.
• Facilitates bank pick up of sales. Availability of coins and bills is a part of our duties to deliver fast and friendly service.
• Jollibee on Wheels (JOW) in-charge of Inventory / Daily Inventory Control.
• Do ordering of raw materials for store operations and prepares stock transfer receipts for the mother store.
• In-charge of 201 files, SSS and PAG – IBIG premium payments.
Organization: Freemont Foods Corporation, Jollibee Naga Main
Duration: November 15, 1999 – May 15, 2000
Designation: Contractual Pantry Crew
• Prepares spaghetti and palabok fiesta for serving and do the cooking of its ingredients.
Organization: Evangelical Christian School, San Juan, Pili, Camarines Sur
Duration: March 1996 – July 1998
Designation: Assistant Cashier/Registrar with tutorial job
• Prepares FORM 137 of all pupils and keeps their records for reference purposes.
• Collects payments for tuition, miscellaneous and other fees.
• Do tutorial job for pupils that need improvement on reading.
Personal Details:
Name: Mildred Faller Beltran
Date of Birth: 10/21/1979
Relationship Status: Married
References:
Joseph Patrick Rodriguez
Account Manager
Sutherland Global Services, Inc.
Mobile Number: +639**-***-****
Hope B. Mangubat
School Owner
Evangelical Christian School
Mobile Number: +639**-***-****
Contact this candidate