Gerlie Cruz

Gerlie R. Cruz Blk 17 lot 4 Bataan Street, Villa Arsenia, Mambog III, Bacoor, Cavite Philippines 4102-- SUMMARY OF QUALIFICATIONS: Possess excellent oral and written communication skills Capable in working efficiently under minimum supervision Can work well with superiors; team-player Keen observer; critical thinker; fast-learner; creative & innovative WORK EXPERIENCE Convergys Philippines Services Corporation Mandaluyong City, Philippines Technical Support Professional- ● ● ● ● ● ● ● ● ● Answer emails from customers Answer queries from customers through Twitter, Facebook and website community Check email content and give feedback to associate Ability to interact and communicate effectively with colleagues, management, and US based clients Report directly to our US based client via email and phone call Maintain accuracy of information in our website that is crucial for the prospect customers and current customers of our partners from the bank. Compare information from source documents to keep our database updated with what is requested by our partners from the bank. Coordinate with our US based client and partners from the bank regarding new product offers and changes with current offers. Ensures that our US based clients are satisfied with our performance on a daily basis Open Access Marketing Inc. Makati City, Philippines Data Entry Analyst- ● ● ● ● ● ● ● ● Report directly to our US based client via email and phone call Working with database management system Evaluating the collection, transformation, and uploading system of data Reviewing and maintaining integrity of database and updating sourced data Filtering data before uploading on the database system Maintain accuracy of information in our website that is crucial for the prospect customers and current customers of our partners from the bank. Compare information from source documents to keep our database updated with what is requested by our partners from the bank. Coordinate with our US based client and partners from the bank regarding new product offers and changes with current offers. Convergys Philippines Services Corporation Makati City, Philippines Customer Service Representative- ● ● ● ● ● ● ● Confer with customers by telephone in order to provide information about products and services, to take orders or cancel accounts, or to obtain details of complaints. Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills. Check to ensure that appropriate changes were made to resolve customers' problems. Determine charges for services requested, payments, or arrange for billing. Refer unresolved customer grievances to designated departments for further investigation. Obtain and examine all relevant information to assess validity of complaints and to determine possible causes. E-Telecare Global Solutions Makati City, Philippines Inbound Sales Associate- ● ● ● ● ● ● ● ● Solicit sale of new or additional services or products. Recommend improvements in products, service, or billing methods and procedures to prevent future problems. Explain products or services and prices, and answer questions from potential and current customers. Deliver prepared sales talks, reading from scripts that describe products or services, in order to persuade potential customers to purchase a product or service. Answer telephone calls from potential customers who have been solicited through advertisements. Answer telephone calls from current customers who have questions about new promotions or interested in purchasing additional mobile phone unit and plan. Obtain customer information such as name, address, and payment method, and enter orders into computers. Maintain records of contacts, accounts, and orders. Escalate calls to the right department for proper resolution of the customer's query, problem or complaint. EDUCATIONAL BACKGROUND: Bachelor of Science in Commerce Major in Marketing Far Eastern University Sampaloc, Manila, Philippines- SKILLS: Proficient in written and oral English and Filipino Excellent knowledge of MS Word, Excel, PowerPoint, Outlook, Access and Photoshop Cs4, (photo manipulation and lay outing) Excellent eyesight and attention to detail Ability to sit, talk, hear, and use both hands and arms continuously CHARACTER REFERENCE: Upon Request.