Quennie R. Cu Abogado

Quennie Rita Cu Abogado B1 L6 Alexandra St. Greenridge Executive Village Tagpos, Binangona Rizal 1940 Cell. Phone No.: - Email Address:- JOB OBJECTIVE To share my skills and knowledge with great dedication and enthusiasm in order to help the company effectively achieve its organizational goal. WORK EXPERIENCE Chegg Contractual August 2020 to Marc 2021 Student Advocate Responsible for responding to customers by processing form data and customer attributes. Researching customer accounts via the CRM system and labeling the contact via the ticketing system. Answering student inquiries via chat and social media Balsam Brands – Manila Contractual October 2020 to December 2020 Customer Loyalty Specialist for Front office - Manila, PH Accountable for providing a high level of response to the customer of our clients Ensure that all communication with the customer is within the guidelines of the clients Follows Prescribe problem resolution procedures Handles customer’s product usage questions through chat and email Best Custom Screens Full-time June 15, 2020 to October 2, 2020 Virtual Assistant Duties include assisting with tasks, telephone, high volume calls, order entry, great visitors, emails, calendar scheduling, general office support, SEO, SEM, Blog Article Writing, Social Media. Balsam Brands – Manila Contractual October 7, 2019 – Decemeber 27, 2019 Customer Loyalty Specialist for Amazon - Manila, PH Deliver excellent and delightful customer service through email support across different brands by meeting various Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Communicate with various colleagues and supervisors to ensure customer issues are resolved appropriately. Understand company policies and procedures and know when to escalate and de-escalate customer service related issues. Ensure that all cases are updated in a timely manner as required. Deliver ad-hoc tasks and projects assigned by the Loyalty Supervisor. The OMC Group Freelancer April 19 – May 3, 2019 Appointment Setter Tasks include outbound telephone calls, getting through gatekeepers, verifying information with decision makers and transferring the call to our team. Balsam Brands – Manila Contractual October 1, 2018 – January 11, 2019 Customer Loyalty Specialist for Front Office - Manila, PH Accountable for providing a high level of response to the customer of our clients. Ensure that all communication with the customer is within the guidelines of the clients. Follows Prescribe problem resolution procedures. Handles customer’s product usage questions through chat and email. Convergys 2ndF Worldwide Corporate Center Shaw Blvd, Mandaluyong City August 22, 2016 to July 31, 2018 Subject Matter Expert (SME) To handle cases for technical and internal concerns that were escalated by tier 1 agent. Attends and discuss the team’s daily performance evaluation with the clients. Works closely with them to create a new process that will help out improve the performance of the team. To assist the team lead in terms of supervising the Phone, Email and Chat team regarding all Bill Payment inquiries for a US third party bill pay service (Intuit Mint). To handle supervisor call/chat. Technical Service Representative To provide a professional and efficient technical support/service function for all client projects, in line with client contractual requirements via phone. Accountable for providing a high level of response to the customer of our clients Ensure that all communication with the customer is within the guidelines of the clients Follows Prescribe problem resolution procedures Handles customer’s product usage questions Email Specialist Handles a back and forth email concerns of the customers within the guidelines of the client. Tier 1 Agent To handle basic queries and concerns of the user regarding the US based third party bill pay application. Techcel Outsourcing Solutions 27th F Raffles Corporate Bldg., F. Ortigas Jr. Rd. Ortigas Center, Pasig City April 15, 2011 to August 21, 2016 Customer Service Representative To provide a professional and efficient customer support/service function for all client projects, in line with client contractual requirements via phone. Accountable for providing a high level of response to the customer of our clients Ensure that all communication with the customer is within the guidelines of the clients Follows Prescribe problem resolution procedures Handles customer’s product usage questions Email Specialist Handles back and forth email concerns of the customers within the guidelines of the client. Tier 1 Agent To handle basic queries and concerns of the user regarding the US based third party application. Tier 1.5 Agent To handle cases for technical and internal concerns that were escalated by tier 1 agent. Member Care Representative/Tier 2 Agent To handle for technical and internal concerns and some basic queries and concerns of the user regarding the North American based third party reward system. To handle cases that need to manually process rewards. Teletech Cainta, Rizal January-March 2011 Service Marketing To receive Inbound and Outbound calls for a North America’s service maintenance for the vehicle. Educates customers on the company’s offerings and services. Explains pricing and answers questions from the customer’s building value in the customer relationship. To set an appointment with the nearest dealer for monthly service maintenance of the vehicle. Sutherland Global Services Inc. Pili, Camarines Sur January-May 2010 Customer Service Representative To provide a professional and efficient customer support/service function for all client projects, in line with client contractual requirements via phone. Accountable for providing a high level of response to the customer of our clients Ensure that all communication with the customer is within the guidelines of the clients Follows Prescribe problem resolution procedures Handles customer’s product usage questions Technical Service Representative To provide a professional and efficient technical support/service function for all client projects, in line with client contractual requirements via phone. Accountable for providing a high level of response to the customer of our clients Ensure that all communication with the customer is within the guidelines of the clients Follows Prescribe problem resolution procedures Handles customer’s product usage questions EDUCATIONAL BACKGROUND Undergraduate Ateneo de Naga University Information & Communication Technology   Ateneo Avenue, Naga City- Undergraduate Naga College Foundation Banking & Finance Magsaysay Extension, Naga, Camarines Sur- Secondary Level Calabanga National High School Ratay, Sta. Cruz, Calabanga, Camarines Sur 4405 - CHARACTER REFERENCES Ms. Mary Jell Maceda Team Supervisor Convergys Shaw - Mrs. Darlyn Sebastian Team Supervisor Convergys Shaw - Ms. Louella Javier Point of Contact Convergys Shaw -