Experience

ambient lounge®

• United Kingdom
• Furniture and Home Furnishings Manufacturing
• 1 - 100 Employee

• Customer Care Coordinator & Hire Coordinator (Australia & New Zealand markets)

  • Dec 2021 - Present

  I am responsible for the following: - responding to customer enquiries via phone, chat and email, as well as customer complaints, - processing orders online and creating post labels to send them out, - responding to and processing hire enquiries for the hire arm of the business in Sydney and Melbourne and organizing client events, - coordinating with couriers and partner companies regarding orders and bookings, - creating monthly hire sales reports. I am responsible for the following: - responding to customer enquiries via phone, chat and email, as well as customer complaints, - processing orders online and creating post labels to send them out, - responding to and processing hire enquiries for the hire arm of the business in Sydney and Melbourne and organizing client events, - coordinating with couriers and partner companies regarding orders and bookings, - creating monthly hire sales reports.



Virtudesk

• United States
• Outsourcing and Offshoring Consulting
• 100 - 200 Employee

• Executive Virtual Assistant

  • Apr 2020 - Dec 2020



RareJob Philippines, Inc.

• Philippines
• E-learning
• 700 & Above Employee

• English Second Language Teacher

  • Mar 2019 - Jun 2019



American Express

• United States
• Financial Services
• 700 & Above Employee

• Customer Care Professional

  • Oct 2016 - Feb 2019

  • Received inbound calls from consumer and business customers in Australia and New Zealand. • Resolved product and service issues by addressing the root cause of the problem, providing the best solutions, expediting corrections and improvements, and keeping exceptional customer satisfaction through first call resolution. • Responsible for processing customer inquiries by: - Proceeding through appropriate workflows such as questioning, active listening and, maintaining privacy policies. - Maintaining customer accounts and resolving customer complaints, and grievances. - Achieving specific performance standards that include RTF (Refer to Friend), AHT (Average Handling Time), schedule adherence, reliability and quality with an emphasis on customer experience, and compliance. Show less



Tata Consultancy Services

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Senior Process Associate

  • Dec 2014 - Sep 2016

  • Received inbound calls from consumer customers of AGL Energy Australia. • Resolved product and service issues by addressing the root cause of the problem, providing the best solutions, expediting corrections and improvements, and keeping exceptional customer satisfaction through first call resolution. • Responsible for processing customer inquiries by: - Proceeding through appropriate workflows such as maintaining privacy policies. - Maintaining customer accounts and resolving customer complaints and grievances. - Following up on failed reconnection orders and loss of supply reports. - Rescheduling connections and coordinating with energy distributors for customer appointments and property access. - Achieving specific performance standards that include RTF (Refer to Friend), AHT (Average Handling Time), schedule adherence, reliability and quality with an emphasis on customer experience and compliance. • Responsible for monitoring and addressing customer concerns via AGL's social media platforms via Hootsuite (Facebook & Twitter). Show less



BA Continuum Philippines, Inc. (a non-bank subsidiary of Bank of America)

• Bonifacio Global City, Taguig

• Senior Team Member (Bank Associate)

  • Mar 2014 - Oct 2014

  • Received inbound calls from consumer customers in the US. • Responsible for processing customer inquiries by: - Proceeding through appropriate work flows determined by questioning and active listening. - Resolving financial and non-financial inquiries (e.g. billing concerns, account maintenance, lost/stolen credit cards, card activation, complaint documentation, transaction verification and etc.) - Achieving specific performance standards that include CSAT, AHT, reliability, quality with an emphasis on customer satisfaction/experience and compliance. Show less



Edumax

• Alabang, Muntinlupa City

• English Second Language Teacher

  • Jan 2014 - Feb 2014

  • Responsible for teaching the English language to students ages 7-16 in one-on-one 60-minute classes for Reading, Grammar, Writing, Speech, and Pronunciation for our irregular (Korean students spending their summer/winter holidays to study English in the Philippines) and regular students (Korean Students residing and studying in the Philippines). • Assists regular students with their homework, projects, exams, entrance exams or just help them practice English. • Provides daily classroom feedback through the students' record book. Show less



Convergys

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Sales & Service Representative II

  • Nov 2011 - Jan 2014

  • Responsible for receiving inbound calls from consumer customers of Singtel Optus Pty. Ltd. in Australia. • Responsible for processing customer inquiries by: - Assisting customers with Pre-Paid SIM activation, credit application, account & plan modification, basic mobile setup & troubleshooting, and complaint documentation. - Achieving specific performance standards that include NPS (Net Promoter Score), AHT, FCR, reliability, schedule adherence, quality with an emphasis on customer satisfaction/experience and compliance. Show less



Trade Allies Pty Ltd

• National Capital Region, Philippines

• Transcriptionist

  • Mar 2013 - Dec 2013

  • Responsible for transcribing audio files (e.g. medical, legal, academic, business and etc.). • Responsible for transcribing audio files (e.g. medical, legal, academic, business and etc.).



TeleTech Philippines

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Customer Service Representative I

  • Aug 2010 - Oct 2011

  • Responsible for receiving inbound calls from business customers of Telstra Corp. Ltd. in Australia. • Responsible for processing customer inquiries by: - Proceeding through appropriate workflows determined by questioning and active listening - Assisting customers with Landline, Postpaid Mobile, Cable/Wireless/Broadband Internet applications, account & plan modification, and basic service setup & troubleshooting. - Recommending the best products, services, and solutions to meet their business needs. - Caters to a second queue for Level 1 complaints management. - Achieving specific performance standards that include NPS (Net Promoter Score), AHT, FCR, reliability, schedule adherence, quality with an emphasis on customer satisfaction/experience and compliance. Show less



Amkor Technology, Inc.

• United States
• Semiconductor Manufacturing
• 700 & Above Employee

• Intern

  • Jun 2009 - Aug 2009

  • Responsible for sorting and validating receipts, accounts receivable items and purchase orders. • Responsible for sorting and validating receipts, accounts receivable items and purchase orders.