Maria Riezel Capule

Virtual Assistant
Reply rate:
Part-time (20 hrs/wk)
35 years old
Binan City, Region 4-A, Philippines
7 years
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 :-
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