ABIGAIL FLORENCE J. ARMADO
55B Gen. Luna St., New Intramuros Village,
Old Balara, Quezon City 1119
Contact No: -/-
Email Address:-
Professional Summary
A level headed, calm, and unflappable individual that can carry out any customer service
role professionally and effectively. I have a long track record of increasing customer
loyalty and retention; I do this through having an in-depth understanding of the tasks,
responsibilities and skills involved in customer service and back-office work. I always
keep customers updated on issues important to them and worked hard to meet
requests for information in a timely and efficient manner.
Skills
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Customer Service
Always looking at different ways to improve the service given to
customers.
Email handling
Able to control my tone of voice.
Managing customer data
Can handle criticism, put-downs, arrogance, persistence or
patronizing behaviors.
Managing expectation
Processing orders, forms, applications and requests for
information.
Handling objections professionally
Previous experience of working in a call center environment.
Personal Skills
Good Communications Skills
Team player
Able to handle complaints and difficult situations
Dealing with challenges
• Can work with minimal supervision
• Professional and friendly always with great energy and
enthusiasm
Job Experiences:
Reed Elsevier Philippines
2nd Flr. Bldg H, UP- Ayalaland
Commonwealth Ave, Diliman, Quezon City
October 30, 2017 to Present
Client Services for Reed Midem
Job Responsibilities:
- Answer inquiries regarding certain shows of Reed Midem using Salesforce.
- Printing invoices, VISA/Invitation letters, e-tickets and registration confirmations
of the registered participants.
- Update client contact details.
- Reset registered participants password for their online database account.
- I always make sure that all cases are answered until the end of my shift.
Reed Elsevier Philippines
2nd Flr. Bldg H, UP- Ayalaland
Commonwealth Ave, Diliman, Quezon City
March 3, 2014 to October 27, 2017
Content Editor (Back-Office)
Job Responsibilities:
- Performs job order inventory of manuscripts submitted from the US Editor.
- Communicates with US editor if there are clarifications about the Job Order.
- Performs proof reading and copy editing to the manuscripts with errors.
- Performs page by page quality check of the first pass printed manuscripts that
are converted to PDFs to ensure that they are error free.
Vcustomer Inc.
3rd Flr. Ecommerce Plaza
Eastwood, Libis, Quezon City
July 15, 2013 to February 28, 2014
Technical Support Representative
Job Responsibilities:
- We assist Target employees to troubleshoot technical issues in the store.
- We troubleshoot all devices that they use in the store like POS, call buttons,
scanners, paging system and TV Walls.
Vcustomer Inc.
3rd Flr. Ecommerce Plaza
Eastwood, Libis, Quezon City
From July 16, 2012 to July 12, 2013
Technical Support Representative
Job Responsibilities
- Provides technical assistance to Netgear customers
- Performs basic troubleshooting to resolve customers technical issues
- Undergone product training for Netgear routers
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Vcustomer Inc.
3rd Flr. Ecommerce Plaza
Eastwood, Libis, Quezon City
From May 30, 2010 to July 8, 2012
Customer Care Executive
Job Responsibilities:
- Assigned for Fingerhut Account
- Take orders, check order status, process payments, activates customers account,
process applications
- Also take calls for Gettington Account
- I was assigned as POC/QA during the ramp season from OCT’11-JAN’12
POC/QA Task:
- Monitor/audit each assigned agent in accordance with the client
requirements.
- Provide documented feedback and coaches on the performance of the
associates.
- Recommend performance action plans for agents who are not meeting
established standards.
- Work with supervisors and management to ensure that all agents are
meeting quality
standards
- Attend and Calibrate to both internal and client monitoring sessions
- Takes Sup calls when supervisors are not available
- Do mock call certifications for new trainees during the ramp
- Any other duties and responsibilities assigned by management of the
company.
Sykes
Customer Service Representative
Sunnymeade IT Center
Quezon Ave, Quezon City
From August 2008 to January 21, 2009
Job Responsibilities:
- Assigned for Office Depot Account
- Take orders, check order status, modify customers order, take payments for
Office Depot customers both US and Canada.
Great North Star International
Internet Executive -Virtual Assistant
Homebased
June 29, 2008 to August 2008
Job Responsibilities:
- It’s 6-hours shift as Virtual Assistant.
- Categorizing blogs and find for the email address of the blogger.
- At the end of the shift we will send the excel sheet where we put the email
addresses.
ItouchPoint Softech Pvt. Ltd.
Directory Assistance Representative
22nd Flr. IBM Plaza,Eastwood
Libis, Quezon City
From: August 14, 2007 to December 12 ,2007
Job Responsibilities:
- Customer Service
- Assist the Caller to find out specific telephone number and/or address of a
residence, business or government listings.
- Offer others information (e.g. Horoscope, Movies, Flight information, Sports
update, Finance, Lotto, Weather, Driving Direction and Toll-free numbers.
California Telemarketing Inc.
6th Flr. Jocfer Bldg.
Commonwealth, Quezon City
Outbound Customer Care Respresentative
From September 05,2006 to January 10,2007
Job Responsibilities:
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We call DISH customers to confirm their appointment to the technicians on their
scheduled date and time.
We assist them incase there is problem with the unit that was installed to them.
Synergia Cybercare Inc.
2nd Level Celebrity Sports Plaza
Capitol Hills, Diliman, Quezon City
Outbound Sales Agent
From April 4, 2006 to June 4, 2006
Job Responsibilities:
- I call Australian businesses/clients to offer them website hosting.
EPIXTAR Contact Center
Eastwood, Libis, Quezon City
Sales Executive
June 18, 2004 to February 18, 2005
Job Responsibilities:
- I call US based clients to offer them a VISA Credit card.
Abby Computer Kingdom
Laoag City, Ilocos Norte
August 8, 2002 to January 31, 2004
Job Responsibilities:
- Owner of the shop.
- Responsible for the inventory of the shop.
- Responsible for the computer typing jobs.
Timeshare Realty Corporation
Makati City, Metro Manila
February 2002 to June 2002
Job Responsibilities:
- Telemarketer
- Call people who are in our leads and ask some information's regarding their
holiday habits.
Presto Cards Marketing (Accredited by Standard Chartered Bank)
Makati City, Metro Manila
October 2001 to February 2002
Job Responsibilities:
- Tele-sales Executive
- Call people who are in our leads and offer them the products and promo's of
Standard Chartered Bank such as credit cards and loan.
EDUCATIONAL BACKGROUND
Primary : St. Jude College
Dimasalang, Metro Manila
Graduated Year 1993
Secondary : St. Joseph College
Quezon City
Graduated Year 1997
College : Divine Word College of Laoag
Laoag City, Ilocos Norte
Bachelor of Science in Commerce
Major in Business Management
Graduated Year 2001
PERSONAL BACKGROUND
Age :
38 years old
Date of Birth : September 30, 1980
Place of Birth : Laoag City Ilocos Norte
Civil Status : Married
Religion :
Roman Catholic
Character References are available upon request.
