Fe Giesel dela Cruz

FE GIESEL DELA CRUZ Phone number:- Email Address:- Qualification: Solid experience and excellent skills in customer service and an extensive background in the academe. Accustomed to working in fast-paced environment with the ability to think quickly and successfully handle difficult clients. A self motivated innovator and with a record of success of troubleshooting and problem resolution. Excellent interpersonal skills, ability to work well with others, in both supervisory or staff roles. EDUCATIONAL BACKGROUND: College : Pangasinan State University Bayambang Campus Bayambang Pangasinan Graduated March 2010 Course : Bachelor of Arts in Public Administration Secondary : Saint Charles Academy Malong St. San Carlos City Pangasinan Graduated March 2006 Elementary : Central I Elementary School Rizal Avenue San Carlos City Pangasinan Graduated April 2002 WORK EXPERIENCES: SALMAT Services Inc 3rd Floor, 18/20 Upper McKinley Road, McKinley Hill, Fort Bonifacio, Taguig City, Manila 1634 Philippines. September 25, 2014 – February 2, 2017       Deals with the customer on their queries, and request particularly on their service inquiry. Deliver excellent customer service experience and satisfaction . Change the plan of the mobile services, Mobile broadband, internet services, VOip and Fixed Line of the customers. Perform basic troubleshooting for the devices . Billing explanation, disputes and process payments, and refund. Communicate to other department if needed to obtain immediate resolution. CISCO Process Executive Infosys BPO Limited 3rd Floor Market Market Fort Bonifacio, Taguig City- 1634 Metro Manila Philippines Tel. :- Fax :- ext 109 From April 30, 2010 up to June 5, 2013 JOB DESCRIPTION:  Answer inbound calls as well as assist customers who have specific inquiries such as order and booking cases, post ship, service inquires and order modification processes.  Resolves ad inputs provider/client requests into tracking system according to established guidelines. Ensures proper, accurate records, files, databases are set up and maintained.  Provides customer satisfaction to both internal and external customers and strives to continuously improve service delivery.  Provide end to end support for the customer - from booking the order to shipment inquiry.  Use questioning and listening skills that support effective telephone communication.  Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.  Understand the impact of attitude in handling calls professionally  Effectively deal with job stress, angry callers, and upset customers  Use the most appropriate way to communicate with different behavior types on the telephone.  Apply the elements of building positive rapport with different types of customers over the phone.  Identify voice skills and how to enhance a good telephone presentation. Customer Service Associate DirectV Account CONVERGYS Phils Corporation Block 44, North Bridgeway Northgate Cyberzone Fillinvest Corporate City Alabang, Muntinlupa City 1770 July 30, 2013 – july 12, 2014. JOB DESCRIPTION:      Take inbound phone calls for billing inquiries, and general questions pertaining to the billing statement of the customer. Process basic troubleshooting for the connection of their satellite connections such as error codes and other technical concerns. Process payments and reconnecting the satellite connections of the customers. Take care of minimizing the amount of the bills paid by the customers. Serves as the fronliner of the customer. ON – THE - JOB TRAINING: Philippine Health Insurance Corporation Regional Office Brgy, Caranglaan, Dagupan City CHARACTER REFERENCES : Mirasol Roda : Process Executive Infosys BPO Limited- Baby Jayne Frigilliana : Trainor Infosys BPO Limited- Jamie Pearl Falcon : Customer Service Associate Convergys Phils Corporation- : : : : : : : 27 married 95 lbs. 5’3’’ Zaldy Dela Cruz car-aircon technician Roman Catholic Personal Information: Age Civil Status Weight Height Spouse Occupation Religion