Cecile

CECILE MAS 90 P. Burgos St. Pamplona, Las Piñas City Philippines, 1742 -- A results-driven Trainer/Quality Analyst with 12 years of experience as a Customer Service Specialist in a challenging call center environment. An excellent track record of managing a high volume of calls in a calm and diplomatic manner with a solid record of success resolving problems. A committed and flexible team member who consistently achieves key performance objectives. PROFESSIONAL EXPERIENCE: Genpact Service, LLC Manila, Philippines Trainer/Quality Analyst April 2016 – March 2017 Facilitation of new hire training/process and product specifics. Develop a competency and skill sets in an individual to perform his/her effectively and efficiently in the work place. Independently handle training deliverables, ensure adherence, implement PKT, No Audit Defects, doing TNI, preparing and publishing dashboard. Monitor performance and collaborating with Operations. Telephone Banker/Process Developer May 2008 – March 2016 Taking care of customers and providing the ultimate customer experience. Handle inquiries relating to consumer deposits, financial transactions, and technical support such as online banking enrollment, navigation, and bill pay inquiries. APAC Customer Services, Inc. Manila, Philippines Customer Service Associate August 2006 – May 2008 Well-versed in a Healthcare Insurance Company's policies and procedures. Dealing with Healthcare Professionals to describe the benefits and coverage associated with different types of health care plans and describe exclusions and non-covered treatment approaches. This involves interpreting the terms of individual policies, provide information about medical care outside the covered network, deductibles, co-pays and insurance payments as they relate to different forms of care. West Contact Services, Inc. Manila, Philippines Customer Service Associate/Retention Specialist February 2006 – August 2006 Receiving phone calls from existing customers as a part of the customer service department. Worked in a team environment to keep customers happy with the company. Close communication with customers and attempts to determine why a customer has canceled a subscription and possibly solve problems. American Data Exchange Corporation Manila, Philippines Business Process Associate April 2005 – February 2006 Collecting and entering data in databases and maintaining accurate records of valuable company information. Responsible for maintaining accurate, up-to-date and usable information, review data for deficiencies or errors, correct any incompatibilities if possible and check output, and research and obtain further information for incomplete documents. EDUCATION: University of Perpetual Help, Dalta Manila, Philippines Bachelor of Science in Computer Science June 2000 – April 2002 ADDITIONAL SKILLS: Expert in Customer Service Can work independently or with minimal supervision Strong oral and written communication Proficient with MS Word, Excel, and PowerPoint Positive attitude Attention to detail People Oriented Analytical thinking/Problem solving