Dana Mae V. Macatangay

DANA MAE VILLELA MACATANGAY 944 St. Therese Subdivision Barangay Masalukot 1 Candelaria, Quezon --Professional Summary Highly skilled and meticulous Contact Service Representative with a superb record of customer satisfaction and successful sales. Adept multitasker able to address multiple customer & company tasks with the highest degree of professionalism and accuracy. Core Qualifications Extensive call center representative experience Strong familiarity with product information to inform customers Exceptional skills in Salesforce application Excellent proficiency with MS office suite Experience Client Support Representative • Concur Philippines • April 2014 to July 2017 Provides quality first tier support, including assistance with service features, reports, and payment inquiries. Document appropriate details of inquiry, notifies customers according to notification schedules and takes timely action including follow-up calls on cases as necessary and escalating appropriately as determined by call flow processes. Utilizes tools and systems proficiently to document activity and effectively troubleshoot and resolve issues. Provides additional duties as deemed necessary to achieve and produce a high quality support solution Be aware of, and comply with, all corporate policies. Tier III Casework Agent | Customer Service Representative II • Startek Philippines. • April 2011 to April 2014 Handled complex issues on transferring T-Mobile number from other telephone company and vice versa. Called customers (doing outbound) to assist on completing the porting in and out process. Coordinated with other telephone companies to resolve porting in and out issues. Converted their wholesale numbers and landline numbers to mobile numbers. Taken inbound calls for first process of porting numbers. Mentored and trained new agents of Casework department. Attended process meeting every week with the support team. Outbound Sales Representative l Logicall Incorporated l September 2010 – Aril 2011 Conducted outbound telephone sales calls for a wide variety of consumer products and services Education Bachelor of Arts Major in Communication Adamson University SY 2015 – PRESENT EXPECTED DATE OF GRADUATION: MAY 2019 Bachelor of Arts Major in Communication Southern Luzon State University SY 2008 – 2009 SECONDARY: Manuel S. Enverga University Foundation- Candelaria SY: 2004 - 2008 Skills & Abilities Possess excellent written & verbal communication skills. Strong one on one interpersonal skills. Salesforce training & experience since 2014. Microsoft office proficient since 2011. Ability to set priorities, meet deadlines & work independently. NOTE: Character reference is available upon request.