Anilen D. Arellano
251 St. Joseph st, Dampol II-A, Pulilan, Bulacan- |-
Objective:
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To be able to provide excellent and efficient service to my client.
To be able to share my knowledge and experience with the company.
To prove my abilities by accepting new challenges.
To help the company grow with my skills and attitude towards work.
Experiences:
Lizard Bear Tasking - Task Us | Meycauayan, Bulacan
Customer Care Representative
December 11, 2019 – January 21, 2021
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Assisted customers in opening a new checking account and applying for a loan.
Assisted new customers with the onboarding process and troubleshoot any errors in their mobile app.
Processed loan payments and liquidation of investments.
Created escalation tickets using ZenDesk and assigning them to the appropriate team.
Called the customers back for escalation updates.
Assisted customers through chat, email and phone.
TPG – Orchid CyberTech | Ortigas, Pasig City
Listener Care Representative
April 22, 2019 – December 04, 2019
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Assisted customers with internet installation and providing detailed information.
Provided options to upgrade the customers’ subscriptions based on their needs.
Assisted customers with payments and understanding their bills.
Processed payments and refunds.
Endorsed customers to the appropriate department that can better assist them.
Assisted customers through email and phone.
Sent escalations and tickets through email.
Called the customers back for escalation updates.
Convergys Philippines | Shaw Blvd, Mandaluyong
August 15, 2012 – July 01, 2018
Team Leader:
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Managed a team that consisted of 17 to 18 Customer Service Representatives.
Analyzed root cause behaviors for calls that resulted in a detractor from a customer survey.
Provided coaching and feedback to improve the team’s performance.
Formulated action plans and goals for improvement.
Handled escalation calls from Customer Service Representatives.
Decision making for escalated calls and exemptions.
Attended calibration sessions with Quality Analyst for updates.
Evaluated recorded calls to ensure that proper procedures were followed.
Monitored team performance and identified opportunities for improvement.
Provided reports to Operations Managers about the team’s performance and opportunities.
Motivated team members by engaging them in team activities even outside the office.
Quality Analyst:
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Evaluated recorded calls to ensure that proper procedures were followed.
Provided feedback to Team Leaders for the Customer Service Representatives’ areas for
improvements.
Answered queries from Customer Service Representatives and Team Leaders regarding processes
and procedures.
Attended calibration sessions with other sites’ Quality Analysts to ensure all processes and
procedures are up to date and scores were calibrated.
Provided quality reminders and updates to Customer Service Representatives and Team Leaders.
Provided reports for quality evaluations to Operations Managers and Senior Operations Manager.
Provided call recordings for listening sessions with the clients and Vice President for Operations.
Education:
De La Salle University - Dasmariñas
Associate in Office Administration
Year Graduated: 2008
Dasmariñas National High School Main - Dasmariñas
Secondary Education
Year Graduated: 2005
Skills:
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Proficient in Microsoft Office including Excel and PowerPoint
Proficient in Google Docs, Calendar, Slides and Sheets
Efficient in handling phone, chat and email
Capable of working under time pressure
Able to read, write and verbally communicate in English
Scheduling and Calendar Management
Decision making
Attention to detail
Quality focus
Data and report analysis
Root cause analysis
Fast typing (50 - 54 wpm)
Time management
Call evaluation
Constructive feedback
Positive scripting
Escalation handling
Complaint handling
Ticket handling
Order management
Billing and payments specialist
Technical support
Retention Support
Character Reference:
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Available upon request.
