Ma. Vanessa Reburiano

Ma. Vanessa S. Reburiano S7 B6 Lot 12&14 Sunnybrooke 1 Brgy. San Francisco General Trias Cavite 4107 Mobile Number- Email Address:- Professional Experience Online Academic Advisor L2 – Achieve Test Prep (August 2019 – Present) College Education Consultant and Test Prep Center (Remote work)      Taking inbound calls from customers regarding their degree and our systems Making outbound calls to customers to address their need Providing timely feedback to the company/customers regarding service failures or customer’s concerns Receiving and checking customers complaints Proficient with MS Office Suite; experience with SalesForce and Basecamp Assistant Manager - WNS Global Services Iloilo (March 2017 - March 2019) Expedia Orbitz Service (Travel)      Set expectations and implement house rules Coordinating to different departments to ensure smooth workflow (HR, IT, WFM, QA, Operations) Check logins and tools are working Provide coaching and feedback to agents as well as goal setting performance targets Provides updates to the team (Daily/WTD/MTD) performance and process changes Customer Solutions Manager – STARTEK Philippines Makati (Sept 2015 - March 2017) T-Mobile (Messaging- Non-Voice/Customer Service- Voice)         Main POC for Business Support that handles all policy related concerns. Reference point for system access issues and permission (Coaches & Agents) - Close partnership to Login POC POC for downtime process and schedule Main POC for all Un-Carrier moves or T-Mobile initiatives Partner with Operations for development of helpful tools/insights on performance Review all reports before cascading to include valuable findings (determine outliers, trends, etc.) Attend Service Partner Director/Business Support Manager call Attend and assist with site plan with site leadership Quality Analyst Specialist – STARTEK Philippines Makati (Aug 2011 – Sept 2015) T-Mobile (Customer Service - Voice/Chat)      Conducts audits Facilitate calibration session Provide immediate feedback and coaching Coordinate with TLs and OMs on top issues identified and red flag raised regarding process/policy Maintain the Quality of the handled process as per the given parameters by the client. Customer Service Representative – STARTEK Philippines Makati (Dec 2008- Aug 2011) AT&T Mobility (Enterprise Business Customer Service - Voice)     Handled business accounts for a US telco company. Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot. Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment. Mastery of customer service management systems and database. Outbound Sales Specialist - Winsource Solutions Mandaluyong (Oct 2005- March 2007) Online Yellow Pages     Make outbound calls to small and medium business owners to offer online visibility. Responded to all customer inquiries thoroughly and professionally. Gathered and verified all required customer information for tracking purposes. Achieved sales goals and service performance requirements through new customer sales. Education Far Eastern University Bachelor of Science Degree in Biology Training's    Bankable Leadership Power of Coaching SMART Coaching Manila April 2001 (Undergraduate)