Venison

Venison B. Fajardo Mobile no: - Telephone no:- Email address:-Provincial Address: 9637 Diamond Street Umali Subdivision, Batong Malake Los Baños Laguna SUMMARY OF QUALIFICATIONS Technically smart with strong experience in email and order system. Possess excellent organizational, analytical skill communication and interpersonal skills and established leadership abilities. Proficient in MS WINDOWS OFFICE and CRM applications. Civil Service Exam – PPT – Professional Level Passer- CORE COMPETENCIES INCLUDE: ** Facilitate customer service via, email, chat and phone support ** Handles all inquiries and follow-ups on Client’s Installation and equipment order services (e.g., Tracking on order status and returns, Appointment Scheduling, Carrier Searches and Booking) and/or warehousing services following the standards set for call management, call accuracy, call handling, and data encoding accuracy. ** Driving the development of high performance and superior customer service. ** Proficient in Applications such as (Right Now Answer Station, Siebel CRM, Knowledgebase and Order Management System, MS Outlook and Lotus) ** Creating a team that supports client program, service and superior customer service ** Developing/training coaching, motivating, and evaluation of qualified staff ** Ensure service levels are satisfied by leading floor management and workflow distribution ** Maintaining service, data and both customer and client satisfaction levels ** Implemented a system and call scripts to aid the efficient management of email and chat volume ** Facilitated and expedited the escalation of customer service issues PROFESSIONAL EXPERIENCE Customer Service Specialist – Fragrant Jewels August 2015 – October 19 2016 1. Attracts potential customers by answering product and service questions; 2. Opens customer accounts by recording account information. 3.Maintains customer records by updating account information. 4.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 Staff Employee for Personal Lending (Family Business) (December 2011 – Present) Work Description: 1. Approve loans with specified limits and refer loan applications outside those limits to manager for approval. 2. Maintain the outline of work to generate better efficiency. 3. Review and update credit and loan files. 4. Generate reports for data analysis. VOICE AND DATA SERVICES MANAGER/BUSINESS ASSOCIATES (October 2 2010 - December 13, 2010) WEST PHILIPPINES MANDALUYONG CALL CENTER / IT-ENABLED INDUSTRY Work Description: 1. Responsible for pro-actively coordinating and managing complex voice order lifecycle supports for clients. 2. Provide complex voice aftermarket ordering and service support. Commitments necessary to exceed client expectations by providing a single point of contact from receipt successful deliver. 3. Commitments necessary to exceed client expectations by providing a single point of contact from receipt successful deliver. 4. Receive voice order of customers and validate the accuracy of the information provided. 5. Proactively maintain an understanding processes established for each step of life cycle, ensuring it is followed when needed, 6. Major JOB ACCOUNTABILITIES: - Voice order management - Client Satisfaction - Research assistance - Team interfaces/Customer service RNAS ASSOCIATE / SYSTEM ADMINISTRATOR (March 23 2009 - March 31, 2010) CONVERGYS PHILIPPINES MAKATI CALL CENTER / IT-ENABLED INDUSTRY Work Description: 1. Provides email and chat support for the account. 2. Provides training to users. 3. Implement new features as needed. 4. Creates key metrics for division to follow and measures. 5. Is responsible for overall standards of service – reviews divisional email responses, answers etc, on as needed basis. 6. Ensures content is kept date and current. 7. Maintains/distributes monthly report stats per division and overall. 8. Creates steps of procedure and rule escalations. 9. Troubleshoot technical issues. 10. Reports to Senior Manager for Program Management. CYBER SUPPORT SPECIALIST / IN TEAM TRAINER (Jan. 21, 2005 - March 23, 2009) CONVERGYS PHILIPPINES ALABANG CALL CENTER / IT-ENABLED INDUSTRY Work Description: 1. Provides email support to client and answers questions regarding the accounts products. 2. Handles all inquiries and follow-ups on Client’s Installation and equipment order services (e.g., Tracking on order status and returns, Appointment Scheduling, Carrier Searches and Booking) and/or warehousing services following the standards set for call management, call accuracy, call handling, and data encoding accuracy. 4. Uses client’s website for inquiry, tracking of shipments and update of information 5. Monitors all daily real time pick-ups and deliveries of assigned accounts. 6. Calls the carrier or inquires through its website to get an appropriate transportation and/or warehouse service or to monitor status of delivery of pallets/parcels 7. Schedule service calls and processed equipment orders. 8. Answer billing queries and craft emails which will fit the customer’s needs 9. Responsible for troubleshooting hardware and software related problems. 10. One of the mentors for the cyber division. 11. Provide Training for the cyber division 12. Responsible for taking in escalated calls. University Credentials Bachelors/College Degree Field of Study: AB MASS COMMUNICATION Major : JOURNALISM Institute/University: Centro Escolar University Graduation Date: March 2004 PERSONAL PARTICULARS Date of Birth : 5 November 1983 Age : 33 years Gender : Male Marital Status: Single Religion : Christian Nationality : Filipino ** OTHER REFERENCES AND SUPPORTING DOCUMENTATION FURNISHED UPON REQUEST **