Frances Rachel F. Apilado
Purok 3 Pinsao Pilot Project • Baguio City, Philippines • (- (-
•-• skype: live:.cid.74ee3c1e82b6f5ee
CAREER OBJECTIVE
Secure a possible career opportunity to fully utilize my training and skills, while contributing significantly to the
company's success.
KEY ACHIEVEMENTS
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Met both qualitative and quantitative metrics 4 years in a row.
Received multiple client commendations for excellent call handling and professionalism.
Awarded multiple times as a top performer quarterly and annually.
Created excellent personalized scripts that helped in reducing average call handling time.
Recognized and appointed as a Subject Matter Expert for our product.
Assisted in training and coaching new agents for our team.
Helped in optimizing and developing courses for students with specialized needs in
learning the English language.
SKILLS
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Problem solver
Analytical and critical thinking
Excellent time management
Good command of spoken and written English
Patient and “get the job done attitude”.
Active listening| Quick learner
Inbox and calendar management| Diary Management
Adept in using different social media applications
Positive attitude towards figuring things out and learning new things
Certificates: Facebook Ads Certificate, VA Certificate, SMM Certificate, WordPress and
Shopify Certificate
TEFL Certificate
TESOL (ongoing)
PROFESSIONAL EXPERIENCE
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CUSTOMER SERVICE REPRESENTATIVE|FRAUD ANALYST,
FOUNDEVER (SITEL GROUP)
(September 2017- May 31, 2023)
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TEACHER (ESL), ABC360 Ltd
(May 2016-August 2017)
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Teaching students to acquire proper English knowledge in a virtual setting.
Keep track of students’ progress with their oral and written communication skills.
Devising and strategizing different teaching techniques to match students’ needs.
APPOINTMENT SETTER, NTU
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Monitoring financial activities and analyzing data to detect any potential fraud.
Processing fraudulent reports to help customers prevent financial loss.
Used telemarketing skills to call job seekers offering potential employment.
Engaging and educating callers regarding the job offer.
CUSTOMER SERVICE REPRESENTATIVE, FOUNDEVER (SITEL GROUP)
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Responding to inbound calls to assist in processing customer payments, answering queries and
providing resolutions, and educating customers on services and products on time.
Providing basic troubleshooting.
EDUCATION
Bachelor of Science in Accountancy -)
Mountain Province State Polytechnic College
REFERENCE
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RACHEL ANN TOLIN, FOUNDEVER (SITEL GROUP)
CSR/FRAUD ANALYST-•
ANGELYN LAGABAN, ABC360 Ltd
TEACHER-skype-•
JENNY FLOR KANITENG, FOUNDEVER (SITEL GROUP)
COACH-
