MA.LORABELLE
TOLENTINO
CUSTOMER SERVICE REPRESENTATIVE
ABOUT
Reliable customer service representative with almost 2 years experience in
a fast-paced environment seeking an opportunity in your company.
Experienced in defining and analyzing customer requests to resolve issues
accurately and quickly. A confident and effective communicator who
receives excellent customer feedback.
WORK EXPERIENCE
PROFESSIONAL
SKILLS
Excellent communication skills
Product knowledge retention
Documentation skills
Tool navigation (CRM; knowledge
base tools)
Negotiation and sales skills
Email management
Problem solving and analysis
PERSONAL SKILLS
Patience
Adaptability
Time management
Professionalism
Flexibility
Multitasking
CONTACT
Phone: -
Email:-Address: 74 Abellera Street Quezon
Hill, Baguio City, Philippines 2600
CUSTOMER SERVICE REPRESENTATIVE
Sitel
SM Cyber Baguio Annex Building,
Upper Harrison Road, Baguio City
October 2016 – March 2017
Answer inbound calls about billing and general inquiry.
Responsible for maintaining a high level of professionalism with
customers and working to establish a positive rapport with every
caller.
Resolve 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.
Process payments, equipment upgrades and provide basic
troubleshooting steps.
Ensure all customer accounts are properly documented.
CUSTOMER CARE REPRESENTATIVE
United HealthGroup
10/F Science Hub Tower One
Campus Avenue, Mckinley Hill,
Fort Bonifacio, Taguig City
June 2014 – September 2014
Answer inbound calls in a courteous and professional manner.
Resolve customer service inquiries which include:
Benefit and Eligibility Information
Billing and Payment issues
Explanation of Benefits (EOB)
Strict compliance to HIPAA and PHI.
Document all call information according to standard operating
procedures.
Follow up customer calls and emails when necessary.
SOCIAL
www.facebook.com/lorabelle0529
www.linkedin.com/in/belletolentino
CUSTOMER SERVICE REPRESENTATIVE
Convergys
Ayala Techno Hub, Camp John Hay
Baguio City, Philippines, 2600
July 2012 – August 2013
Effectively managed a high-volume of inbound customer calls.
Addressed and resolved customer billing complaints empathetically
and professionally.
Transferred urgent calls to the required departments quickly and
accurately.
Defused volatile customer situations calmly and courteously.
Proper documentation of customer accounts.
EDUCATION
College:
SAINT LOUIS UNIVERSITY
Bonifacio Street, Baguio City, PH
Bachelor of Science in Nursing
2007 - 2011
High School:
SAINT LOUIS CENTER HIGH SCHOOL DEPARTMENT
(Naguilian Road, Baguio City, PH
CLASS TEAM LEADER: First Year
2003 - 2007
Elementary:
SAINT LOUIS CENTER ELEMENTARY DEPARTMENT
Assumption Road, Baguio City, PH
1997 - 2003
CHARACTER REFERENCE
• Janelle Reyes
Sitel
Coach-
• Romeo Salinas
Convergys
Operations Manager-
• Elleonor Lumibao
Convergys
Customer Service Representative-
