Allen Galaura-| -
Block 14A Lot 26 Cielito Homes, Caloocan City, Metro Manila 1400
SKILLS SUMMARY
Inbound and Outbound Voice Support
Written Interaction (Chat, Email, Snail Mail)
Inbound Sales – Credit Card Services
Billing – US, Australian Telco
Credit & Collections
Financial – Insurance, Mutual Funds, Investments
Accounting, Audit
Administrative Tasks
MS Office Applications (Word, Excel, Outlook, PowerPoint)
Google Apps (Gmail, Google Drive, Docs, Sheets, Hangouts)
SAP (Software)
Social Media (Facebook, Instagram, Twitter)
EXPERIENCES
US Autoparts
9th Floor Cybergate Plaza
EDSA Cor Pioneer St., Mandaluyong
January 29 – July 2018
Key Skills : Written Interaction, Customer Service, Sales
Job Description :
Provide resolution on initial chat/email contact of either Sales, or Customer service inquiries.
Respond in writing using business casual language.
Recommend appropriate car part or accessory required by customer correctly fitting the specified customer’s automotive
Process return for any error on the part delivered to, or ordered by customer. Appropriate tag error as either company error, or that of customer’s.
Submit credit request for each return made by customer.
Conduent
Citynet Building I
Ortigas, Mandaluyong
October 2, 2017 – January 1, 2018
Key Skills : Inbound Voice Support, Customer Service
Job Description : (include & not limited to the following)
Travel Account
Take inbound calls from account, and non-account holders
Provide information on hotel rates, and car rentals of our affiliates.
Issue rebook and/or refund whenever applies, or warrants the matter considering the customer’s current circumstance
Coordinate with our partner hotel and car rental agencies for any refund necessary asking for authorization
Escalate to next level tier if necessary
Conqueror Industrial Peace Management Cooperative
Chino Roces Avenue, Makati
January 4, 2016 – June 30, 2017
Key Skill/s: MS Office, Administrative
Job Description: (include & not limited to the following)
Answer and direct phone calls
Organize and schedule appointments
Plan meetings between General Manager, Asst Gen Manager, & clients, and take detailed minutes
Write and distribute email, correspondence memos, letters, faxes and forms
Assist in the preparation of regularly scheduled reports
Develop and maintain a filing system
Supplies requisition
Book arrangements with preferred restaurants intended for meetings
Brady
http://www.bradycorp.com/
https://www.facebook.com/OfficialBradyPhilippines/
Shaw Blvd, Mandaluyong
September 2014 – October 2015
Key Skill/s : Inbound/Outbound Voice, Credit and Collections, SAP, Correspondence – Email Google Apps – Gmail, Drive, Docs, Sheets
Job Description : Credit and Collections Associate
Strategize collection activities maximizing clearing transactions
Issue dunning correspondences mail/email when necessary
Skip Tracing to locate customers, or corporate Accounting/Accounts Payable Dept
Regularly contacting customers following up for payment via outbound voice or Email
Sun Life of Canada Philippines, Inc
http://www.sunlife.com.ph/
Bonifacio Global City, Taguig
April 2014 – April 2015
Job Description / Key Skill/s : Sales, Financial Advisory – Insurance, Mutual Funds, Investments
Tasks Include but not Limited to: Selling insurance and wealth generating products like Life Insurance, Accidental Life insurance, & Mutual Funds while developing long-term business relationship with clients as they go along different stages with their lives.
Teletech Customer Care Management Phils., Inc
www.teletech.com
Novaliches Delivery Center
April 2013 – September 2013
Account/Project : Comcast, US Telco
Key Skill/s: Inbound Voice, Billing Consultant
Inbound Customer Service
Tasks included: Handling inquiries on Billing, Order Processing and follow ups, Online Account Management, de-escalating complaints, Payment processing
Up selling and Cross selling to new products and/or services: ie. Digital Cable TV, High-Speed Internet and Home Phone Services
Teletech Customer Care Management Phils., Inc
www.teletech.com
Novaliches Delivery Center
May 2007 – July 2012
Accounts/Projects:
Correspondence Consultant (Back Office II)
AAPT - iiNet (March 2010 – 24th July 2012)
Key Skill/s : Correspondence (Email, Letter), Inbound/Outbound Voice
The Correspondence Team handles written communications received from customers through online enquiries, emails, and even snail mails. Our partners in Sydney scan these snail mails and send them through an email drop box of the Correspondence Team in iiNet – AAPT Manila.
It is common to all of the correspondences to complain on service received or not received.
Majority of the written complaints received pertain to unexplained billing information, delay in order completion, and incorrect sales practice.
Complaints are to be resolved either by doing outbound call, or replying through email, or mailing out a hard copy of response letter. The response letter will be printed by our partners in Sydney office to be mailed out.
Billing Consultant
AAPT (March 2009 – March 2010)
Key Skill/s : Inbound/Outbound Voice, Soft Sales,
Inbound Customer Service
Tasks included: Handling inquiries on Billing, Order Processing and follow ups, Online Account Management, de-escalating complaints, Payment processing
Up selling and Cross selling to new products and/or services: ie. New Home Phone line, Broadband, or new Mobile Plan
Inbound Sales Representative
JP Morgan Chase – Cards Services (May 2007 – January 2009)
Key Skill/s: Inbound Sales
Primary task is to process an application for a Credit Card and target must be reached on a daily , weekly, and on a monthly basis
Full knowledge of the product for each campaign is very much required
Objection handling, proper utilization of script resources, eg. Rebuttals and other sales verbiages
Cross Selling and Up selling
EDUCATION
2002 – 2006 Bachelor of Science in Accountancy
Philippine School of Business Administration – Manila
R. Papa St., Sampaloc, Manila
2000 – 2002 Bachelor of Science in Financial Accounting
Far Eastern University, Manila
Nicanor Reyes St., Sampaloc, Manila
REFERENCES
Ryan Eric Mariano
Safe Soft Solutions-
Valerie Sue Ellen Villagonzalo
Conduent-
Randolp Balicao
US Autoparts-
