Alexis Marie Santiago

 Alexis Marie O. Santiago K 2 L 20 Senate Housing Caloocan City alexismarieosantiago@HYPERLINK "mailto-gmailHYPERLINK "mailto-.com- Age: 28 ________________________________________________________________________________________________________ OBJECTIVE: Seeking a responsible and challenging position in a growth oriented progressive institution where my experience and skills will significantly contribute to the overall success of the organization and provide opportunities for my career growth. ________________________________________________________________________________________________________ EDUCATION ATTAINMENT: St. Benedict School of Novaliches Elementary - Secondary Far Eastern University - Manila Graduated BSC major in Marketing Management *Philippine Junior Marketing Association Ambassador -) I am an experienced customer service representative who has worked with various international accounts that include satellite television and telecommunications for 6 years. I have not only provided support in customer service but also was a part of an inbound sales campaign and collections. I am an expert in call handling and hitting targets like Quality, Attendance and Customer Satisfaction. I am also reliable in terms of resolving problems that will benefit not only the customer but also the company I am representing. I make sure that both ends are satisfied and that concerns are resolved on their first call 99% of the time. I am also efficient in email handling and have strong email etiquette. I am compliant with timelines and schedules and I make sure that all concerns are attended to in an apt manner. I am excellent with communicating the English language both spoken and written having go through several Communications and Culture training and refreshers. I am knowledgeable of Microsoft applications like Word, PowerPoint and Excel. I have an average of 60wpm with a 90% accuracy. I have used several systems like Rio, Oracle, Sabre, Salesforce, etcetera as part of the campaigns I have worked with and I am confident that I can learn any other systems that will be handed to me. I have a quiet work environment with no distractions and I am available to work as much as needed with any schedule may it be graveyard or day time. _______________________________________________________________________________________________________ EMPLOYMENT EXPERIENCE Convergys (Commonwealth, Fairview) May 2008 - Jan 2012 Inbound Billing Representative Answers in-depth billing inquiries resolves and suggests fit payment plans. Provides assistance in general programming and technical concerns for satellite television. Communications Coach Monitor calls on communication, soft skills, process & compliance Parameters.  Provide Coaching & Feedback to enhance agent performance. YSA Skin Care Corporation (White Plains, Quezon City) March 2012 – October 2012 Marketing Assistant Responsible for creating fit marketing plans for sales generation/ improvement for new and existing services and products. Brainstorm weekly and monthly promotion for all branches Study of competitors, alignment in current trend Creating taglines used for print ads and website postings. Overall in charge in Social Network advertising AFNI Philippines (Diliman, Quezon City) November 2012 – August 2014 Inbound Collections Agent Primarily collects delinquent payments from customers, also plans and sets up effective payment arrangements. PSG Global Solutions October 2014 – November 2015 US Senior Recruiter Level 2 • Source suitable US candidates for a client position by conducting research on job boards (Career Builder, LinkedIn, Indeed.com, Google), applicant tracking systems, company web sites etc • Conduct pre-assessment calls with US candidates, verifying different items such as qualifications, availability and compensation requirements. • Coordinate different logistical items between the US candidate and the client such as interview schedules, locations etc • Recruit passive US candidates, through phone calls, emails and general relationship-building. This represents a highly consultative sales process and presents an exciting opportunity for skill development. • Maintain a record of activities and different reports that track effort, productivity and results. Used Salesforce and ATS (Bullhorn, Taleo and/or Internal Excel files) for maintaining pipelines and contacts eNAV Logistics Inc. (Freelance-) Front of House Lead (Ayala Beats @ 180) Coordination, set up and troubleshooting on event day of tents, tables and chairs. Project Coordinator 1. Mitsubishi Strada VIP Launch 2. Mitsubishi Strada Sales Presentation 3. Mitsubishi Summer Expo 4. Mitsubishi Mirage Metro Challenge Assists in planning and execution of Events / Promotion Coordinate with all parties involved to run the campaign Negotiate with and manage 3rd party suppliers Participate in pre-production meeting with client, events, staff and suppliers Assists Event Lead/s during ingress and egress Assists in venue and talent coordination GuitarControl.com (Home Based) October 2015 – September 2016 Virtual Assistant / Customer Service Representative Handled inbound/outbound calls from customer interested in purchasing products (musical instruments and online courses/dvds) from the website. Answered incoming emails/live chat/Facebook messages for inquiries and post-sale concerns. Handled order management (order processing, updates, shipping, refund etc.) Processed refund, replacement and exchange of orders PiggiesCanFly.com October 2016 – March 2017 Virtual Assistant / Customer Service Representative Handled order management (order processing, updates, shipping, refund etc.) Handled incoming emails and live chat for customer order inquiries Handled data and kept track of sheets for inventory and tracking Created email templates and updated FAQs/Knowledge Base Processed refund, replacement and exchange of orders FavWorld.com March 2017 – June 2017 Chat Support Representative Answered live chat inquiries about sizing, pre-selling questions and upsell of products Assisted with refunds and order status Maintained sales quota for upsell.