Zeena Joies Marie Mantilla

ZEENA JOIES MARIE D. MANTILLA BLK. 92 Lot 7 Ana Ros Village, Mandurriao Iloilo city 500 Phone:- Email:-Skype ID: live:.cid.c39a038dcb21c857 SUMMARY Call center plays a vital role in the development of a company. These days almost all of the big companies have their call centers which are busy catering to the needs of the clients. Employees are appointed to handle phone calls of the customers and answer their queries related to the use of certain products, price ranges, features etc. I started working in a call center industry when I was 23 years old. I started as a customer service for Billing Department in one of the biggest cable company in the United States of America, after 6 months of working hard I was promoted to be a technical support representative for Internet in the same company. After two years and a half I was transferred to a sales department wherein we do order taking, processing orders and up selling over the phone. I was trained how to sell appliances, clothing, cologne and any other stuff inside and out of the household. I can say that I was trained very well in these fields since we have stats that we need to reach in order to keep our job. The same in sales we have a quota to reach every week in order for us to pass our stats. I believe I am a hardworking and a promising employee because I manage to pass everything and was able to be on top. I can easily adjust to the schedule and account that I am in. For the three years of experience on these accounts and Line of Business I can say that I am an expert in dealing with these businesses. And currently I have decided to go home based; I am handling the email and chat support for particular software, I handle the billing, trouble shooting, activation and customer service. I also have experiences in data entry and lead generation and appointment setting. I am a very open minded person and a fast learner so you will not regret hiring me. I have been attracted by the challenges of this job. I want to grow and develop my skills, but also to be able to bring my contribution to the development of this company. I am confident I will be able to make a major contribution and would become a valuable member of your team. I already possess the necessary skills for this job profile since I have experience more than 4 years in a similar position and I have the right personality to fit in. It is exactly the sort of role I am targeting right now. I’ve been with several big and small accounts all USA based, been with mortgage account, chat and email support, SEO appointment setter, customer service for SEARS, customer service rep for a cable company, technical support for internet connection. I’ve also been with roadside account and towing for 4yrs. Been talking to service provider, getting them into the job, negotiating their rates and ETA, describing them the situation of the vehicle so they can provide an exact ETA and rate and making sure they can do the job and be on time. I can dispatch trailers and heavy duty vehicles too, and can find a service provider in a very remote and rural area. I definitely understand that this job is a fast phasing and needs a quick decision making but reasonable. I am very good with that and I will never fail you if you hire me. I've been hooked with these kinds of job and it’s really an interest in me working with cars and talking to service provider and explaining to them the situation of the vehicle. I also experienced managing agents for the past 5 years. Education Primary Central Philippine University (Year: 1992 – 1997) Secondary Iloilo National High School – Special Program for the Arts Major: Visual arts (Year: 1997 – 2001) Tertiary Iloilo Doctors College - Bachelor of Nursing (Year 2001 – 2005) experience - March 2006 - June 2008 CONVERGYS - Technical Support Agent When I started with this company I was a customer service rep in a billing department for Time Warner Cable. Then after 6 months I was promoted as Tier 2 Tech support for internet connection for Time Warner Cable. We answer calls from customers having issues with their internet connection, we trouble shoot their connection, help them with their computers. We also help them set up their remote controls for their box for cable and we also book for a technician visit if we cannot resolve the issue in our end. I resigned in the company after a few years due to stress since this was my first call center. I decided to rest for a few months from this kind of accounts and start venturing and discovering working from home campaigns. - September 2008 - August 2009 TRANSCOM - Customer Service Representative I was a Customer Service rep for Sears Canada. We process orders from the catalog, explain to the customer the description of the item they are ordering and up selling. I resigned after a year because I have to go to Manila to meet my dad in which I haven’t seen for 21 years. - February 2013 - April 2013 DATA ENTRY - Freelancer Project based campaign. We were given a list of companies where we search for their contact info like email address and Telephone #. - February 2013 - April 2013 LEAD GENERATOR - Manager Project based campaign, the client gave us a list of businesses to search, and my team has to search for the phone #of the manager and email address. While my team is collecting data what I do is validate the phone#s and email addresses so if they upload it in the system it won’t get an error. - February 2013 - November 2013 REAL ESTATE OUTBOUND LEAD GENERATOR - Assistant Manager We call out home owners for mortgages, ask some questions for verification and offer them loans for their houses. As an assistant manager I verify all leads that our team forwarded as hot leads. - April 2010 - July 2014 ASCENTIVE - Tech Support Agent We assist customers that have issues with their purchased software. We answer questions on how to download the software, explaining the errors and help them fix it. We also cater explaining to the customer about their bill via email or chat. We stopped the operations when the client decided to focus on inbound and outbound calls. - January 2014 - June 2014 CANADIAN MINING EXPO - Outbound Even Coordinator/ Assistant Manager Project based campaign. We call out mining company to promote and register their company name and contact details for the event in mining industry in Canada. We also answer questions related to the event. - June 2014 - December 2014 HONK TOWING AND ROADSIDE - Inbound Sales We answer inbound calls from stranded customers that needs help with towing their vehicles or roadside assistance. We locate the customer via google map, ask them what happened to their vehicle, quote them with the price of the service and send the details to our dispatch team to look for a service provider. Campaign was paused since they decided to focus on the mobile App Ordering and company is reprogramming their system. - January 2015 - February 2018 HONK TOWING AND ROADSIDE - Dispatch Manager I was under an agency before USA based. I was the General Manager of the said agency. I manage 60 to 100 agents in all campaigns. I was in charge of profiling applicants, final interview and hiring. Our biggest account was HONK. I was the Dispatch Manager here in the Philippines. I check jobs that are on panic, meaning jobs that are not dispatched yet or with no contractor yet. Our USA team will forward me the jobs that are not dispatched yet and I will be the one to look for a service provider that will work on the job. I have to negotiate, explain to the service provider the situation of the vehicle, the location etc. I also evaluate calls, and do coaching with each agent in the campaign. I also check dispatched jobs for evaluation to make sure everything is processed and noted correctly. I have to do a weekly meeting with our boss from HONK for feedbacks and updates. I also meet with my boss from the agency 3 times a week to ensure the quality of agents, productivity and house rules is implemented. We stopped operations because our agency did not renew their contract with HONK due to rate issues. - May 2019 - June 2020 POLMUNARY SOLUTIONS - Operations manager I managed 30 to 40 agents. I was in charge for all departments. We are a health insurance company based in Las Vegas. I handle all departments. I make sure that every account is in place, all patients’ accounts are updated. I take supervisor calls if needed especially for billing and for those patients that haven’t gotten their equipment like oxygen machine, masks, filters etc. I set goals for each department. I also manage agents attendance and performance. I do the profiling for applicants as well as interview and hiring. We stopped the operations due to the pandemic and our client also decided to stop as well due to financial stability. Skills & Abilities • High customer service standards • Employee relations specialist • Service solutions expert • Dedicated to process improvement • Conflict resolution proficiency • Devoted to data integrity • Strong problem solving ability • Troubleshooting skills • Telecommunication knowledge