Frances Mae S. Desaleza

Frances Mae S. Desaleza Block 11 Lot 9 Joshua Street Camella Homes Classic, PilarVillage Las Pinas City, Metro Manila,-- Objective To be able to impart my knowledge and experience in customer service and perform my duties in the best manner that I can, coupled with skills, efficiency and the right attitude, for the satisfaction and delight of my employers and clients alike. Work Experiences Philippine Airlines, Pasay City, Metro Manila Customer Service Agent (July – December 2002) Inbound Call Agent Sykes Asia, Inc. (January 2003 – April 2009) Technical Support Representative (2003 – 2005) Provided technical support for US Inbound Calls Sr. Technical Support Representative (2005 – 2006) Assisted TSRs regarding call concerns Assisted Team Leaders regarding TSR performance Product Trainer (2006 – 2007) Provided product training to incoming TSRs QA Specialist (2007 – 2009) Ensure TSR quality service through calls (inbound and outbound), email and chat Provided weekly, monthly, semi-annual and annual reports to client Conducted call calibration with the clients Conducted call calibration with other local QAs Work-at-Home (2011 – present) Educational Background St. Joseph’s Academy (Primary) Class Officer (4th to 6th grade) First Prize Winner (English Essay Writing Contest) Member of Dramatic Arts Guild St Joseph’s Academy (Secondary) Class officer Head Choreographer of High School Dance Group Volleyball Player (Captain) San Beda Alabang (College) BA International Studies major in Tourism Skills Fluency in the US English language Customer Service Technical Writing Email Correspondence Research Data Entry References 1. Free Nikolai Gadian Makati City Hall, City Assessor’s Office Attorney-at-Law- (Mobile, Philippines) 2.Ryan Dumali HP Enterprise, HPE Aruba Systems Engineer- (Mobile, Philippines) 3. Tracy Shaffer Kriya, LLC- (US) 4. Felix Ocasio Vitanova Investment, LLC- (US)