Blank Year
Bachelor of Science in Architecture
Central Colleges of the Philippines
My Skills and Competencies
Video Captioning and Editing
General Administrative Works
SEO
Social Media Manager
Data Entry
Content Creator
Customer Service
Certificates
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My Experience and Education
2019
-
2022
Sutherland
(As follows)
• Email Associate and Spanish Translation Pilot Team
• SME
• BME Support (voice)
Email Associate and Spanish Translation
• Assist new and existing customers in setting up new accounts, manage account details and subscription, and cancelation of services
• Troubleshoot any app-related technical issues
• Escalate cases with immediate call-to-action requests
SME
• Assist new hires in familiarizing themselves with our product
• Provide assistance on proper email-handling according to the company standards
• Conducts weekly meeting with Account Managers to provide SME insights and feedback on new hire’s scores and behaviors
BME (Be My Eyes)
• Dedicated and carefully selected group of advisors that assist customers with any account and app-related issues using the BME app especially designed for customers who are visually-challenged
2018
-
2018
Concentrix
(Retention + Mobile Care)
• Upsell mobile devices, subscription upgrades and corresponding services such as mobile insurance to potential and existing customers
• Assist customers with mobile and internet connection troubleshooting
2008
-
2012
SPi Global CRM
(GS3 Customer Service /SME/Supervisor)
• Customer Support
-Manages customer’s account, programming, billing, payment and tech issues
• SME
-Assist trainees with product familiarization, call handling and escalations
• Supervisor
-(LOB) Warm Transfer
– Ensures that calls are routed to correct department
-Conduct team huddles to discuss scores, goals, give feedback and updates within the LOB
-Send MoM and monthly team performance reports to Account Manager
My Services
Dispatch and Logistics
Scheduling crews and drivers to their designated assignments, route optimization, tracking, and customer communication
Social Media Management
Social Media Marketing is telling the world you’re a rock star. Content Marketing is showing the world you are one.
SEO
SEO is the process of improving your website's positioning in search engines.
Video Captioning Transcription and Editing
Video captioning for multimedia is a service that turns audio content within a video into text.
Customer Service
Maintain account information or provide services to customers based on their needs and preferences.