Angela Berou

 Angela G. Berou Bacayan, Talamban, Cebu City-- Birth Date: 08/25/1983 Birth Place: Davao City Nationality: Filipino Status: Married Languages: Cebuano, Tagalog and English Employment History: September 10, 2007 – January 2017 Customer Service Representative Qualfon Philippines Inc.IT Park Asiatown, Apas, Lahug Cebu City Supervisor Group: December 2016 – January 2017 Responsibilities: Answering transferred calls from another department Taking supervisory calls Resolving technical and complicated issues Process phone upgrades Process phone and airtime purchases using customer’s credit/debit card Chat Auditor: September 2015 – December 2016 Responsibilities: Auditing chat transcripts from internal and external agents Check if agents follow correct procedures and processes in resolving customers issues Identify if agents follow correct grammar, punctuations, sentence construction, and etc. Providing feedback/correction and making suggestions that are applicable to the issue KANA Email Auditor: May 2014 – September 2015 Responsibilities: Review email responses from agents Check if agents provided accurate and appropriate resolution to the issue Providing feedback/suggestion for correction if necessary KANA Email Representative: May 2011 – May 2014 Responsibilities: Respond to customer’s email inquiries pertaining to different issues Making sure that issue can be resolved without letting the customer to call Making callbacks to customers if necessary Direct Sales Escalation: June 2010 – May 2011 Responsibilities: Resolving escalated issues Making callbacks to customers for unresolved issues Process credit/debit card transactions Refund customers for double charges caused by system error Direct Sales Representative: January 2008 – June 2010 Responsibilities: Process phone and airtime purchases using customers credit/debit card Checking an order status Do refunds if applicable Do phone troubleshooting if necessary Technical Support Representative: September 2007 – January 2008 Responsibilities: Answer calls regarding phone activation, reactivation, deactivation, and etc Troubleshoot technical issues like unable to make/receive calls, unable to use the text and MMS feature, and troubleshoot data issues May 10, 2006 – September 2007 Office Assistant B&J Computer and Electronic Services Tagbilaran City, Bohol Responsibilities: Data entry to different books of the establishment In-charge for all payments payable by the establishment Do payroll computation Internet supervisor and collection officer as well April 23, 2004 – March 2005 Service Crew Jollibee Tagbilaran Branch Tagbilaran City, Bohol Responsibilities: Prepare customers order Ensure cleanliness and freshness of the foods being served to the customers Maintaining the cleanliness in the designated area Education: November 2017 – Present CTU – MAIN CAMPUS Masters in Education Major in Mathematics Cebu City June 2014 – March 2015 CTU – MAIN CAMPUS Diploma in Professional Education Cebu City June 2000 – March 2006 CVSCAFT-TCC Bachelor of Science in Computer Engineering Tagbilaran City Bohol Other Experiences: Member of Qualfon Runners Club Dance Group member during my entire college Knowledge in MS Office, Internet surfing, and etc References: Nanette O. Mabunga Quality Analyst Qualfon Philippines Inc- Lilian B. Dano Fraud Analysts JP Morgan Chase Cebu- Engr. Bienvenido A. Jamora Manager B&J Computer and Electronic Services -