Maria Riezel Capule
B24 L13 Golden City Subdivision, Canlalay, Biňan, Laguna | - – 7123 |-|skype id: mariaclara0619
Career Objective: To work as a freelance recruiter for various profit oriented organization, seeking an
opportunity to apply my skills and abilities for the help of client companies.
Skills and Proficiencies:
Good command of oral and written in English
Extremely productive in a high volume, high stress, environment
Self starter with a can do attitude
Strong Interpersonal communication skills
Problem analysis and problem solving
Organizational skills and customer service orientation
Adaptability and ability to work under pressure
Good listening and responding skills
Ability to clarify customer requirements, probe for and confirm understanding of problems
Demonstrated familiarity with Windows, Office applications, Internet Explorer as well as various
Internet terminology
Educational Attainment:
College
AMA Computer College – Binan, Laguna
BS Information Technology
June 2002 – Undergraduate
High School
Jacobo Zaraga Gonzales Memorial School of Arts and Trade
March 2002
Personal Particulars & Preferences:
Date of Birth
Nationality
Gender
Marital Status
Spouse Name
: June 19, 1985
: Philippines
: Female
: Married
: Bien L. Capule
Employment History:
Company Name
Position Title
Duration
: TeleTech Customer Care Management Phils., Inc.
: Customer Service Associates
: January 2012 – May 2017
Work Description:
Provide assistance opportunities and customer service solutions for Telstra prepaid consumers
and businesses.
Attracts potential customers by answering product and service questions; suggesting
information about other products and services.
Opens customer accounts by recording account information.
Maintains customer records by updating account information.
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.
Improves quality service by recommending improved processes; identifying new product and
service applications.
SME (Subject Matter Expert – FCR Coach)
June 2017 to March 2018
Provide floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).
Assists in driving metrics of the team
Monitor closure of service levels regularly.
Ensure prompt escalations to Team Captain.
Supervise team in the absence of the Team Captain.
Monitor performance and quality scores of team.
Take production calls as well as escalated calls.
Company Name
Position Title
Duration
: FirstSource Solutions Ltd.
: Technical Support Representative/Service Delivery Manager – POC
: October 2009 – October 2011
Work Description:
Handle tickets and determine the issue and the group responsible.
Fill out all of the fields in the ticket with accurate information.
Taking a larger role in solving issues & exceptions in the end to end life of an order from Ops
approval to order completion.
When there is any fall out / issues / questions regarding and order the Assigned Network
Delivery Manager will be the Single Point Of Contact (SPOC) to re solve the issue.
Fix and or ensure soft hand offs issue between the groups.
Ensuring the order flows properly.
Reviewing data in the ticket to ensure accuracy. IE ensure the loop is due that day or even the
next and follow along to completion.
Support the ordering and installation of local loops for connections into Verizon data networks
and meet customer desired due date.
Provide external customer support - call local site contacts and validate technical requirements
before placing orders with third parties.
Provide local customer with delivery milestones and serve as a local contact for customer
inquiries concerning delivery of service.
Coordinating and tracking circuit delivery with technicians, engineers, other team members and
vendors.
Company Name
Position Title
Duration
: Philip Morris Philippines Manufacturing
: Administrative Assistant
: January 2009 – June 2009
Work Description:
Ensures timely Timesheet compliance.
File all project documents (hard and soft copies)
In charge of payroll tracking system, timely updates of entries and submission
In charge of leave tracking system
Compile summary documents, e.g. runbook, etc….
Performs a variety of office support duties within an administrative department.
Creates and maintains records, files, documents, and images in the data system.
Receives and routes telephone calls and visitors.
Provides and gathers information; prepares documents, reports, newsletters and manuscripts,
and may compose correspondence.
Operates standard office equipment such as personal computers, copiers, scanners, fax
Character References:
Name
Relationship
Position
Company
Telephone
Email
: Dolly Ortega
: Manager, Customer Service and Support
: Manager, Customer Service and Support
: TeleTech Customer Care Management Phils., Inc.
:-
:-
Name
Relationship
Position
Company
Telephone
Email
: Jericho Santos
: Team Leader, Customer Service and Support
: Team Leader, Customer Service and Support
: TeleTech Customer Care Management Phils., Inc.
:-
:-
Name
Relationship
Position
Company
Telephone
: Cheryl Ilano-Sagun
: Team Leader/Opt1-LBW Provisioning
: Team Leader
: FirstSource Solutions Limited
:-