MARIA CRISTINA C. GORNEZ
Urban Deca Homes Bldg 14, Unit 219 H.Cortes
Cebu City, Cebu-;-
Objective:
To secure a position that will put my skills to use while continuously acquiring new
learnings, knowledge, and skills.
Personal Information:
Date of Birth: October 26, 1989
Height: 5’2 ft
Sex: Female
Place of Birth: General Santos City
Weight: 65 kilograms
Language(s) Spoken: English,
Tagalog, Ilonggo
Civil Status: Single
Nationality: Filipino
Educational Background
Post-Graduate
Master of Arts in Literature
University of San Carlos
Talamban, Cebu City
2018-present
Tertiary
Bachelor of Arts Major in English
Mindanao State University - GENSAN
General Santos City, South Cotabato-
Secondary
General Santos City High School
Calumpang, General Santos City, South Cotabato-
Elementary
Romana C. Acharon Elementary School
Purok Cahilsot Village General Santos City, South Cotabato-
Work Experience
DoorDash Chat Support - TeleTech Customer Care Management Phils., Inc.
February 12, 2021 - Present
◆ Answer incoming communications from customers through chats
◆ Follow the process and given tools to provide answers to customer’s concerns to resolve
their issues
GSSC Claims Officer (Casualty Express) - QBE GSSC
March 2020 - November 30, 2020
◆ Ensure compliance with QBE policies, procedures, and relevant legislation and regulations
◆ Ensure compliance with delegated authority limits
◆ Raise and authorize claims payments for valid invoices and within authority limits
◆ Review claims transferred from EO onshore
◆ Chase necessary documents from either Broker, Insured, and Third-Party Solicitors
through emails
◆ Doing housekeeping by clearing emails and proper relabeling of documents
◆ Review Medical Reports and encode injury, treatment, complications, and prognosis
◆ Review General Damages and Special Damages before offering a settlement to the
claimant
SENIOR CUSTOMER SUPPORT OFFICER CTP - QBE GSSC
September 2018 - February 28, 2020
◆ Provide technical support to the team by being the subject matter of the process
◆ Prepare, update and proofread new and existing process desktop procedures (DTPs)
◆ Maintain coordination with onshore creation and/or revisions of DTPs
◆ Support CSOs in processing transactions
◆ Manage and execute training needs of the existing team and new hires
◆ Coaching of CSOs as required
◆ Manage workflow and ad-hoc requests including reporting performance dashboards and
KPIs
◆ Plan and implement methods to improve the overall technical expertise of CSOs
➢
CUSTOMER SUPPORT OFFICER CTP - QBE GSSC - April 16, 2016-September 2018
◆ Solving customers’ concerns in real-time such as inquiries, new business, and renewal.
◆ Communicate with other Support team such as Complex and Credit Control through calls
and emails for customers concerned about who needs their specialization.
CUSTOMER ASSOCIATE EXECUTIVE - CONVERGYS PHILIPPINES INC.
December 16, 2013-July 15, 2015
◆ provides excellent customer service to clients. We activate customer's equipment such as
internet, phone, and cable which is the main product of the company. If customers
experienced difficulties with their services we go beyond our job description, and assist
the customer as much as possible, such as technical troubleshooting with their
equipment, checking billing information, suggesting what would be the best service
package they could have and every issue and resolution are documented.
TECHNICAL SUPPORT REPRESENTATIVE / CUSTOMER RETENTION TEAM - QUALFON PHILS. INC.
April 22, 2013-November 25, 2013
◆ Technical Support Representative – provides customer service such as giving out
information about the products and plans as well as setting up their accounts. Also
performs basic troubleshooting with the customer’s device, especially their phones.
◆ Customer Retention Team – receives escalated calls from Technical Support
Representative, checks the documentation they have created as well as the
troubleshooting steps that have been performed. Check carrier billing system for any
discrepancies about customers’ devices’ information, updates and changes their billing if
there is any mismatch. Check the customer’s coverage area if there is any problem with
towers and networks. Communicate with the carrier's customer representatives such as
AT & T, T-Mobile, Verizon, and Sprint if the transaction is not resolved on our end.
HUMAN RESOURCE ASSISTANT - NH AGRO-INDUSTRIAL INCORPORATED
May 28, 2012-April 15, 2013
◆ Hiring of applicants and preparing for their requirements.
◆ Make sure that newly hired applicants fill in forms for their benefits, such as SSS,
PHILHEALTH, PAG-IBIG, and TIN.
◆ Insures and corrects employees’ time cards for payroll.
◆ Handles timekeeping; monitors employee tardiness, undertime, and absences.
◆ Receives IR or incident report, and issue memo for those who failed to follow company
rules and regulations.
◆ Responsible for employee enrollment and deletion to the company’s chosen insurance
company.
◆ Responsible for scheduling of seminar for City Health Office, for employees to acquire
Health Certificate.
◆ Monitoring of Sea-based employee requirements such as fisherfolk id, seaman book, and
passport.
◆ Filing and controlling necessary documents for HACCP as HACCP Coordinator.
◆ Filing, controlling, and updating 201 files.
◆ Performs other related jobs related to human resources and operations as assigned by
direct superior.
HUMAN RESOURCE CLERK - CITRA MINA GROUP OF COMPANIES – MGTR, INC.
January 25, 2011 – March 15, 2012
◆ Work with the HR Coordinator in the conduct of hiring and training new employees
◆ Handles the HR files, records, and reports
➢
CHRD Assistant Document Control Officer (ADCO) – (appointed July 2, 2011-March 15, 2012)
◆ Responsible for implementing and maintaining systems that ensure all documents and records
provide evidence of conformity to Quality and Food Safety Management Systems (ISO 9001 and
22000)
➢
Internal Auditor – member (August 1, 2011-March 15, 2012)
◆ The IA Teams’ main function is to ensure the effective implementation of internal audit in
assessing the effectiveness and efficiency of the organization’s Quality and Food Safety
Management System and evaluate its capability in conformance to ISO, BRC, EU, other applicable
standards, and organizational requirements and in compliance to the statutory and regulatory
requirements.
Leader Experience/Affiliation
College English Club – Member -)
AMSUGS – Member (2012-present)
Seminars / Workshops / Trainings Attended
KAPLAN
STEPS TRAINING
Character References
Dennisa Jane Pepito
CTP Service Manager
QBE GSSC-
Kari De Lima
Technical Manager
QBE GSSC
Joel Basiga
CD Service Manager
QBE GSSC-
