Grace De Villa

GRACE HABAN DE VILLA Pob 2 Sta Teresita Batangas City-- Career Objective: Recruitment Assistant Highlight of Qualifications Over 13 years of BPO experience Computer literate: Windows, Word, Excel, PowerPoint Awardee Employee (Best Team Leader and Best Team) Crosstrain: Trainer, Interviewer of new applicant and do role play for demo. Well- organized, multi-tasker who creates a team environments Work History: January – June 2017 Online English Teacher Bibo Company inc. July 2012 to January 2015 Account: Residential Billing Company: TELSTRA (one of the Biggest Telecommunication Company in Australia] Customer Service Representative Job Duties: -Provide information about the products and services, respond to customer complaints, and process returns Resolve customer complaints via phone. -Attracts potential customers by answering product and service questions; suggesting information about other products and services. Selling and offering new product to the customer. - discussed bills, process payment and connecting customer to different department that can help further on their issues CROSSTRAINED: Back of house Team – non voice Responsible of checking customer request on changing email or postal address Sent PDF file for confirmation of address Use excel in tracking and closing of ticket Online Chat Walk through customer to check their account online Changed password online Answered all queries via live chat Telstra prepaid account Simcard activation General information for rates and call processes Answering questions and solving problem July 2006 - June 2012 Company: TRANZGLOBAL: Account: Owtel- One World Telecom Customer Service Team Leader Customer uses our access number -) to call from US, Canada and Hong Kong . Assisting customer to go through the bill, processing payment and resending of bill via email and post address Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. Customer Service Team Leader 2009 – 2012 Handled 17 people under my team Facilitate and organize training session for all agents and participate in recruitment of new call center agents Conduct regular review of my agent’s call performance and organize training sessions for under performers Submit regular reports to my manager and suggest strategies to improve of the team Coaching and mentoring the team Encourage the team to work harder and get the goa Handles Supervisor / escalated call - Advanced Contact Solution Company: GLOBE TELECOM Account- Prepaid Globe, Autoloadmax, Touch Mobile and Share a load. Customer Service Job duties Provide general information about the product offer mobile phone and activation of simcard Handles complaint and escalated scenario Pull out at operations to do some Team Leader task Provide/ activate and assign password on each account Education Bachelor of Arts in Communication Saint Louis University Baguio city Philippines