Althea Apostol-Pansit
Teacher’s Village Poblacion,Badian,Cebu
+ --Skype ID: althea.pansit
Education:
University of San Carlos
Bachelor of Arts in Political Science
Class of 2005
Badian National High School
Class of 2001
Badian Central School
Class of 1997
Employment History:
After-sale Email Support Specialist
November 2018 – May 15,2019
JJ’s House
Make sure emails are responded within 24 hours
Address RMA concern
Address any other concern by customer after they receive their goods
Customer Service Manager (Homebased)
May 2016 – July 12,2018 (Milkyway Distribution)
Meeting overall metrics of the line of business
Managing a maximum of 10-15 call center representatives(home-based
and office based), and providing coaching and development in
accordance to the metrics on their performance scorecard
Assist with the development of policies, processes and reports relating
to team performance
Performance management, including issuance of corrective action and
due dismissal of under-performing staff in line with the company
policies
Tracking and reporting team’s needs which may include but are not
limited to: IT needs, payroll and HR
Ensuring that members of the team are adhering to company policies
such as but not limited to: order handling guidelines, schedule
adherence, internal leave and attendance policies, etc.
Communicating updates to the members of the team following the
principle of 3-legged stool and change communication.
Meeting timelines for payroll, incentive and scorecard validation.
Customer Service Team Leader (Homebased)
March 2015 – May 2016
(Milkyway Distribution)
To supervise day-to-day work process of the team, provide support for
teammates, monitor attendance adherence, set team goals and
objectives and ensure proper communication between teammates and
Administration.
Handles escalations
Handle team
operations
Daily Performance
Report
Handles quality assurance and
coaching
Handles training
Customer Service Representative (Homebased)
July 2013 – March 2015
(Milkyway Distribution)
Handle order processing, schedule shipments, data entry and tracking
information of digital products using tools such as Zendesk,, Magento,
Zopim and LiveAgent.
Responsible for dealing with customer relevant queries, sales,request for
information regarding product and services.
Facilitate exchange of products and refunds
Facilitate warranty returns and provide basic troubleshooting steps
Phone, email and chat support
Publishing Services Assistant/Customer Service Representative
August 2011 – February 2013
Author’s Solutions Inc.
Customer Service Representative
Tier 2 Account
Convergy’s
May 2010 – July 2011
Customer Service Representative
ePerformax Contact Centers & BPO
January 2007- February 2010
Researcher
Western Watts Philippines
November 2005 – December 2006
Skills and Competencies
Driven Leader
Very fluent in English
Neutral accent
Computer Literate
Virtuous
Competent
References:
Marc Steven Arboleda
Senior Operations Manager
Milkyway Distributions
Chris Harding
Director
Digitalskies Ptdy
Moncheri Quijana
Product Manager
Milkyway Distributions
Karlo Tesoro
Training and Quality Manager
Milkyway Distribution
**Above mentioned references consider their privacy paramount, so contact numbers are
available upon request only.
I do hereby certify that the above-mentioned information is true to my knowledge and
ability.
Althea Apostol - Pansit
