Abigail Villacorte

Abigail B. Villacorte 114 Block 1 Lot 27 Citiville HomesTungkong Mangga, San Jose Del Monte, Bulacan 3023 Philippines  Cell: -- WRITER / CUSTOMER SERVICE REPRESENTATIVE / HR GENERALIST Value Offered Years of experience in providing superb customer care for consumers worldwide. Proven track record. Knowledgeable with Statutory Benefits. Strong command of protocols and experience dealing with various personalities while working at the premiere airport. Achievement Highlights Consistent NPS Awardee 2014 – 2016 – Human Capital Shared Services; TeleTech   Winner ; Name the New Knowledge Base July 2008 - Expedia Travel   Awardee ; Recognition for Dedication to Public Service October 2006 -  Manila International Airport Authority   Columnist ; The Gateway, NAIA's monthly newsletter November 2004 - January 2008 - Manila International Airport Authority   President ; International Studies Student Organization 2003 - 2004 - University of the East. Certifications April 2006: Civil Service Commission Professional Licensure Exam 1999: Civil Service Commission Sub-Professional Licensure Exam 1999: TESDA Sub-Professional Data Encoder Exam Career Progression CUSTOMER LOYALTY SPECIALIST – Balsam Brands / September 2016 – February 2017 Assists customers via email and chat in reaching decisions on which products would suit their homes by providing them information about items they are interested in. HUMAN CAPITAL SHARED SERVICES COORDINATOR – TeleTech / January 28, 2014 – February 29, 2016 Assists employees with their Statutory (SSS, Philhealth, Pag-Ibig and BIR) and Company Benefits. Responsible for deciphering and assigning each ticket to the appropriate service center group.  Identifies, handles and responds to basic employee questions via ticket or chat where answers were not obtained by the employee through the self-serve knowledgebase.  Monitors all new We Hear You (WHY) cases and be able to classify as Tier 0 – 3. Responsible for handling and responding to Tier 0/1 cases and directing tier 2/3 cases to the appropriate Human Capital Services group.  Ensures Company Policies and Labor Laws are being followed during issuance of Notices and when meeting with employees. Assists Managers in conducting interviews and assessments for HR applicants. CUSTOMER SERVICE ADVISER — TELEPERFORMANCE / May 2012 – September 2013 Provides assistance to Telstra customers with their billing queries. Schedules tech visits. Performs other related functions. CUSTOMER SERVICE ADVISER — IBM DAKSH / August 2010 – April 2012 A member of Skype’s Batch 1 of Customer Care Specialists. Requests processed via email and chat. Has knowledge in recruitment and HR processes due to a two-month stint at the Talent Acquisition and Recruitment Department at said company. Functioned as an SME when TL is not around. CUSTOMER SERVICE ADVISER — PEOPLE SUPPORT / February 2008 – March 2010 Ensured a hassle-free itinerary for Expedia customers by handling their flight, hotel and car reservations. Functioned as an SME when TL is not around. INFORMATION WRITER - MEDIA AFFAIRS DIVISION, MANILA INTERNATIONAL AIRPORT AUTHORITY / November 2004 – January 2008 Writes speeches and messages for the MIAA General Manager. Drafts rejoinders in behalf of the MIAA. Writes news and press releases for newsbeat reporters at NAIA. Supports and aids in media assistance. Assists in editing and filing of the daily TV and radio news monitoring. Conducts media advisories for special events and coverages. Writes news and feature articles for the in-house publication and newsletter. Assists in updating and proofreading brochures, pamphlets, flyers and other information materials at NAIA. Acts as coordinator and assists in the preparations of press conferences, tours, photo and video coverage for government and private entities, VIP guests and other special events of the MIAA. Coordinates with various newspapers for the publication of MIAA promotions, invitations to bid and other pertinent documents. Conducts ocular and familiarization tours at NAIA terminal 1, 2 and 3. TEAM LEADER – INTERNATIONAL AIR TRANSPORT ASSOCIATION / June – July 2006 Monitors the progress of the team in the conduct of the survey. Records the quantity of survey questionnaires distributed and answered. Conducts briefing for members of the team on how to successfully make passengers answer the questionnaires. Coordinates with IATA on how the survey is progressing. ON-THE-JOB TRAINEE / INTERN - MEDIA AFFAIRS DIVISION, MANILA INTERNATIONAL AIRPORT AUTHORITY / June 2004 – November 2004 Updates media related files and records. Records requests, incoming and outgoing documents. Assists Media Affairs Division staff during press conferences, photo shoots, film shootings and coverage. Performs other related functions. STUDENT ASSISTANT – CENTER FOR INFORMATION AND TECHNOLOGY; UNIVERSITY OF THE EAST / April 2002 – May 2003 Works four hours daily at the Center for Information and Technology Department at the University of the East in exchange for scholarship. Assists students in solving difficulties they encounter while using CIT facilities. Records and updates reservations for computer and seminar rooms. Install programs on computers as ordered by supervisors. Performs other related functions. Education UNIVERSITY OF THE EAST — Manila AB in International Studies – 2004 AMA COMPUTER LEARNING CENTER – Baliwag, Bulacan Computer Systems in Design and Programming - 1999