ALEXANDRA A. SARMIENTO
# 29 U.P Side Subd. Alabang Munt. City
CELL # :-
EMAIL ADDRESS:-
CAREER OBJECTIVES
To obtain a position of responsibilities that utilizes my skills and experience and keen to
work in an environment where I can enrich my knowledge.
EDUCATIONAL BACKGROUND
June 2008- April 2012
Bachelor of Science in Tourism
Lyceum of the Philippines University
October 2006- March 2008
Bachelor of Science in Tourism
Major in Airline Industry
PATTS College of Aeronautics
TRAININGS
October 2011-February 2012
Jet Airways
Reservation and Ticketing Department
Practicum
WORK EXPERIENCES
March 2014-August 2014
Client: Metropolitan Bank and Trust Company (Head Office)
Remittance Services and Investigatory Division
General Clerk
• Assists clients in their inquiries
• Encode client remittance account openings from bank international tie-ups daily
• Organized files and handled phone calls
• Send account opening documents to bank branches
• Corresponds with client’s concerns
Convergys Philippines
October 2014-March 2015
Customer Service Representative
Billing Account
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Assists customers in their billing concern
Resolve concerns and prevent the need for the customer to call back unnecessarily
Log all call details in the database and update customer records as needed
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Provide customers accurate information related to products, pricing, billing charges,
payments and credits
Handles inbound phone calls to assists customers
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Entserv Philippines (former Hewlett Packard Enterprise)
May 2015-July 2017
Customer Service Representative
Retention and Billing Account
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Handles cancellation calls and billing concerns
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Helps customers to process orders and update their accounts
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Provide best solution in clients issue to keep their account active
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Answers inquiry in regards to product usage, results, order inquiries and shipment status
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Provides customer service by addressing all the customer’s needs and going an extra miles
for customer’s satisfaction.
Infosys BPO Ltd.
October 2017- September 2018
Senior Process Executive
Billing Account/ Back office Support
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Sending and answering service tickets through email to support client needs
Converting files to .csv and pdf format
Creating and managing Excel files
Doing outbound calls for follow ups and to verify account information
Doing research to support client information
Data Entry
Tracking and resolving service request tickets for client using Oracle
SKILLS AND COMPETENCIES
• Knowledgeable in Microsoft Excel, MS Word, Google sheets and Google drive
• Skilled in customer relations, email and call handling thru inbound and outbound
• Fluent in Filipino and English language written and verbal manner
• Knowledgeable in data entry and converting file formats to.csv and pdf
• Well-trained in administrative duties
• Experienced in using Oracle, Citrix, IBM Lotus Notes and CRM Tools
• Well- experienced in cold calling and handling inbound calls
• Skilled in Customer Service Email and Phone Support
• Proficient in doing reports using MS Word and Excel files
• Trained to follow SLA’s for service tickets
• Skilled in research and data entry
• Experienced in processing refund, credits and reversal of payments
• Knowledgeable in handling social media platforms and Facebook ads
PERSONAL DATA
Age
: 31 years old
Civil Status
: Married
Weight: 110 lbs.
Height: 5'3
CHARACTER REFERENCE
Samuel Quirong
Remittance Services & Investigatory Division Supervisor
Metropolitan Bank and Trust Company-
Virginia Puno
Team Leader
Convergys Philippines-
Joy Martinez
Team Leader
Entserv Philippines (former Hewlett Packard Enterprise-
