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Bandeira de Philippines Quezon City, Philippines
Membro desde 27 de janeiro de 2007
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Employment History [login to view URL] Technologies Position Title: Part time Consultant (Jan 2007 - Present) Work Description: * Carrying out research and data collection * Identifying issues and forming hypotheses * Formulating and implementing recommendations/solutions * Ensuring the client receives the assistance needed to implement the recommendations/solutions * Managing projects and programs * Leading and managing those within the team * Preparing documentation and presenting progress reports to Management [login to view URL] Inc. Position Title: Customer Care Senior Assistant (Feb 2008 - Apr 2009) Work Description: * Provide sales support through customer care activities. * Handles queries on dispatch, shipments, return orders, and rebate coupons. * Facilitate customer order fulfillment. * Liaise between customer and Dell. * Provide direct advice and guidance for customers. * Focuses on driving positive and sustainable customer experience according to Dell's standards. 3. AskMeNow Inc. Position Title: Operations Support Specialist (May 2007 - Nov 2007) Work Description: * Contributed in the development of protocols and documentation (structure and details). * Developed work plans based upon project and schedule of 7 teams of 5 IRS each. * Handled added responsibilities from Corporate, HR, Finance, and Admin. * Developed a systematic structure for real time reporting. * Coordinated special projects and handled full project implementation. * Trained additional Customer Support Specialist. * Designed and implemented strategies to create a more organize environment. * Handled client and operations reporting Position Title: Customer Support Specialist (May 2006 - Apr 2007) Work Description: * Managed full cycle of technical problem solving. * Provided post- purchase support, resolved complaints, processed returns and special orders. * Coached workforce to ensure service quality generated customer loyalty and repeat business. Position Title: Internet Research Specialist (Dec 2005 - Apr 2006) Work Description: * Provided accurate responses to questions sent by American customers based on general information such as US culture, lifestyle, sports, geography, entertainment, current events, history, trivia, etc. with the use of internet to search for answers and send the responses to customers within the quickest possible time. [login to view URL] Inc. Position Title: Quality Assurance Specialist (Oct 2004 - Nov 2005) Work Description: * Produced and maintained individual sales and performance reports of Agents for database. * Lead and monitored the work activities of Agents in accordance with the company's productivity and accuracy standards and schedules. * Monitored Agent and customer interaction that protected the client specified policies and procedures as stated in the QA guidelines. * Suggested improvements at the agent and project level through evaluations and reports that ensured client standards were maintained and/or exceeded. * Delivered quality files through planning and execution of all quality-related action of the project and ensures that they are performed properly according to the pre-defined processes and project requirements. * Screened Agents recorded sales before passing it to the third party verification that minimized the time needed to approve verified sales. Position Title: Call Center Representative (Nov 2003 - Oct 2004) Work Description: * Brought in new clients that grew orders. * Phone sales, assisted sales representatives, and conducted promotional presentations. * Prepared closing figures and assisted in issuing title commitments and policies. * Built relationships and truly learned customer needs. 5. Philippine National Police Crime Laboratory Position Title: Laboratory Assistant- On the Job Training (Apr 2002 - May 2002) Work Description: * Take the role in assisting in laboratory works in analyzing DNA samples from different cases *Collect and analyze DNA samples using DNA fingerprinting and other diverse laboratory techniques * Handle analysis results and documentation Educational Background Major in BS Biochemistry University of Santo Tomas, España, Manila Graduation Date: March 2003
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