Carissa Ann Cortez

CARISSA ANN H. CORTEZ Unit 817 Toledo Tower, Tropicana Garden City, Sumulong Highway, Marikina City--OBJECTIVE Successful, experienced virtual professional seeking a position with the opportunity to contribute and to grow by utilizing and expanding upon experience, training and capabilities. PROFESSIONAL EXPERIENCE June 5, 2015 – Present: MyOutDesk PH - Virtual Assistant Mainly responsible for calling real estate leads and being able to set them up for an appointment with the realtor. Following-up with leads and ensuring that all calls are properly documented. Managing CRM (customer relation management) systems and MLS (multiple listing services. Experience in cold calling. October, 2018 – December 28, 2018: Balsam Brands - Customer Loyalty Specialist for Front Office Support customers by providing consumer needs before, during and after purchase in the ecommerce website. The role includes, educating, cross selling, technical support and all other inquiries through email and live chat. May 17, 2010 – May 30, 2015 : IBM Global Process Services - Assistant Manager Handling Financial account focusing on customer service for credit cards and savings account. Responsible in improving performance of the team by performing the tasks of monitoring, organizing, and coaching individuals constantly. Guiding the CSOs in achieving and exceeding client targets on the following metrics: Customer Satisfaction, Average Handle Time, Net Promoter Score and First Call Resolution. Responsible in monitoring the service level, schedules and real time queue. Handle escalated calls, complaints, questions, and queries, as required. Handle responsibilities of communicating the company's purpose, core values and vision to the front employees. Major Achievements:  Gained “6 Sigma Yellow Belt”  “AHT Improvement” - Awarded as Best 6 Sigma Yellow Belt Project for year 2011 April 25, 2005 – May 3, 2010 : Teletech Customer Care Management Inc., Roxas Team Supervisor (February 1, 2007 – May 3, 2010) Provides leadership, support, and guidance to frontline staff and to assist in achieving and maintaining the productivity targets identified in contracts. Coordinate the reporting of agent statistics to relevant Operations Manager in a timely manner. Develop all frontline personnel and be a positive role model for them – leading by example – providing timely identification and response to the CSRs performance needs/issues. Launching and completing relevant programs simultaneously when required. Customer Service Representative (April 25, 2005 – January 31, 2007) Handles travel account focusing on Customer Service and Sales targeting 30% conversation rate. Responsible to Answer an average of 100 calls a day and making sure to close the hotel reservation by end of the call. EDUCATIONAL BACKGROUND Tertiary 2001 – 2005 : St. Paul University of Manila Bachelor of Science in Business Administration Major in Marketing  Academic Excellence, Dean’s Lister: St. Paul University of Manila, Second Semester S.Y-, August 19, 2004  Academic Excellence, Dean’s Lister: St. Paul University of Manila, Second Semester S.Y-, received on August 29, 2003  Academic Excellence, Dean’s Lister: St. Paul University of Manila, First Semester S.Y-, received on February 14, 2003 REFERENCE Jethsel Allego DPE Concentrix Mobile number - 