Juliet C Lalamonan

Warner Business Solutions. | Tagum, Philippines

Billing and Payroll Specialist (January 15, 2017 – June 30, 2017)

• Answers calls and email concern from customer.
• Uploads and checks file to make sure money matter of the account is well rounded.
• Computes salary of agents and client billing.
• Remits government contribution of the company.

Offsourcing Philippines, Inc. | Davao, Philippines

Account Manager Assistant - Caviar (August 4, 2016 – January 10, 2017)

• Act as account manager for Caviar Philippines and communicates directly with the account managers in the US.
• Aids Team Leads in giving task for their agents.
• Keeps an eye to each team’s performance and attendance.
• Currently pioneering a new line of business for Caviar.

Research and Data Analyst (Internal) (April 11, 2016 – August 3, 2016)

• Handles attendance of Pioneering Accounts before endorsing to Team Lead.
• Helps the Account Manager in handling Pioneering Accounts (such as keeping an eye and giving her update based on their daily performance).
• Creates Floor Plan and Roster for Micro Accounts.
• Collates all the data and compile it in Excel and make sure it’s up to date.
• Tracks incentives for employees.
• Aids in issuing IR and NTE’s to team leads with infraction.
• Helps account mobilization in preparing for the agents final interview with the client.

Sitel Philippines Corporation
Specialty Desk/ Escalation/ SME Frontier Airlines (February 2015 – February 2016)

•Handles an average of 30-40 emails a day responding to complaints, refund requests, loyalty programs, and other inquiries regarding the Airlines.
•Handles escalation calls coming from representatives.
•Works on special assignments from the client such as validating concern for the Customer Relations queue.
•Validates fax documents being sent by customer for policy exception, and for refund purposes. •Supports newly deployed trainees during their nesting period.
•Has been consistent in passing all the metrics set by the clients.

VXI Global Holdings BV, (PH) Makati
Technical Support Representative - AT&T (June 2014 –December 2014)

• Handles an average call of 20-30 calls daily.
• Explains the bill to the customer, offers upgrade of services, sells a mobile phone to customer who does not have any mobile phones under the company.
• Handles basic trouble shooting.
• Has an average performance when it comes to passing the metrics set by the client.

Siblings Solutions Inc.
Customer Service Representative – US Visa Service Desk (October 28, 2013 – June 2014)

• Handles an average call of 15-20 calls daily.
•. Answers 30-50 email a day while multi-tasking on email and chats.
• Helps in training new hires for the account.
• Has an excellent performance when it comes to passing the metrics set by the client.

Sutherland Global Services Philippines, Inc. Davao City
Technical Support Representative AT&T (March 2013-September 2013)

• Handles an average call of 20-30 calls daily.
• Trouble shoots the services of the customer.
• Handles internet, television, phone, and web issues.
• Has an average performance when it comes to passing the metrics set by the client.