Ariane B.

Customer Service Expert
Reply rate:
Full-time (40 hrs/wk)
36 years old
Baguio, CAR, Philippines
10 years
4rGRACEoo Esh graduate Catalina Na EDUCAT EDUCATIONAL BACKGROUND 2002 – 2006Pamantasan ng Lungsod ng Maynila Intramuros, Manila Bachelor in Mass Communication 2006 - 2002Manuel A. Roxas High School Paco, Manila Secondary Education Diploma 2002 - 1998Batobalani Elementary School Batobalani, Paracale, Camarines Norte Primary Education Diploma JOB ROLE As a First Line Team Leader, the following has been part of my role: Monitoring and Providing approvals on Operation Processes and Compliance Testing (Business Controls) results Manages the team towards excellent performance and exceeding the scorecard metrics Doing Fishbone Analysis Strategic Planning and implementation Communication of results Handles escalations Conducts regular touch-base meetings with clients and internal teams Drives and initiates process improvements and projects Provides individual assessment and rating of subordinates Conducts individual coaching, feed-backing, team huddle and round table discussions Etc. PERSONAL BACKGROUND Born on December 31, 1984 in Batobalani, Paracale, Cam. Norte Married and a proud mother to a 5-mo. old baby boy. Dedicated towards work, punctual, patient and hardworking. Can work under pressure, easily learn things, and willing to be trained and developed with regards to skills, capacity and capability. A Team Player. Fond of dealing with people. Proficient in oral and written communication skills. Love to travel and read books; surfing the Internet; Facilitating group dynamics, seminars and recollections particular to teambuilding and bonding are my special skills. Willing to be assigned in any business or non-business oriented place. WORKING EXPERIENCE Convergys Corporation (Sept., 14, 2009 – Dec. 15, 2014) 7th/8th Floor Vertex One Bldg. San Lazaro Tourism and Business Park, Corner Yuseco St., Sta Cruz, Manila 1014 Position: Team Leader Role Description: Manager/ Subject Matter Expert Sub-Processes Handled w/in the Team: Quality Coach CSAT Coach Calibrator for CSAT & QA SME/Tier 2 support for 6mos Team Leader ( 4 years) Audit calls to check if the CSAs are following the business guidelines and providing exceptional customer service. Then provide feedback to device action plans/ strategies to help the CSA boosts self-esteem and gain more product knowledge. Work hand in hand with the Coaches, Managers and Trainers to provide assistance to the agents to lessen then eventually eliminate their opportunities and to continue improve their strengths thus getting high CSAT score. Train and guide new hires to become familiar with the product and educate them to have better understanding on the nature of the business. Provide superior guidance to all agents not just limited to my team but also to each & every one that needs help & guidance. NHO – Program Based (August 2008 – February 2009) 6 mos. The ELJ Communications Center Diliman, Quezon City, the headquarters of ABS-CBN. Position: Customer Service Specialist Role Description: Customer Service Associate to an online store. Assist customers thru phone with the following: Product inquiry. Password reset. Process order placements, cancellations and refunds. Conduct investigation for complaints and respond appropriately to customers in a timely manner. IBM Daksh (June 2007 – June 2008) 1 year Edsa Central Mall, Ephifanio Delos Santos Avenue, Shaw Boulevard, Ortigas Center, Mandaluyong, 1550 Metro Manila Position: Customer Service Specialist Role Description: Customer Service Associate to an online store. Assigned in Fraud Department that mainly deals with Accounts being taken over and fraudulent listings. Assist customers via chat for password resets. Validate legit listings and investigate the fraudulent ones. Process dispute for feedback.
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