Amy Felisa Gli Peña

Achieve Test Prep, Academic Advisor (homebased)
July 19, 2015- present

-Provide academic, structure and discipline to general and medical licensed students attain their RN or BSN degree via incoming & outgoing calls and chat support.
-Ability to adapt to changes quickly and independently since schools that we work for have changes implemented
-Keeps customer informed of changes and updates as needed.
-Process faxes and voicemails to address students’ concern

JP Morgan Chase & Co, Technical Support Analyst
16th Floor Net Plaza Building, 31st Street, Bonifacio Global City, Taguig
Sept 8, 2011- April 15, 2015
- Learn difficult banking concepts, complex application user interfaces and computer hardware/networking/operatingsystems
- Troubleshoot issues by probing, listening, and analyzing the situation, without relying on scripts
- Deal with upset clients, showing patience, empathy and understanding.
- Ability to confidently handle situations quickly and independently due to bank system enhancements and outages
- Ability to train, mentor and assist co-workers on all aspects of serving clients.

Accenture Inc, Technical Support Representative, AT&T Internet Services
Robinson’s Cybergate Tower 2, Pioneer Street, Mandaluyong City,
August 10,2010- August 15, 2011

-assist internet users regarding connectivity, email & other computer issues
-provide customer satisfaction
-perform other computer troubleshooting

Teleperformance Philippines, Inc., Technical Support Representative, AT&T
Internet Services
Luxur Place, Bacolod City, Neg. Occ., Philippines
October 8, 2007 to July 31, 2010
-assist internet users regarding connectivity, email & other computer issues
-provide customer satisfaction
-perform other computer troubleshooting

Best Recreational, Inc., Treasury Head
Araneta St, Bacolod City
July 28, 2002 to September 24, 2007
-do daily, weekly, and monthly reports
-do bi-montly payroll
-monitor & balances venue’s cash flow and operating expenses

Innodata Philippines, Formatter
Fuente Osmena Blvd., Cebu City
November 2001- May 2002
-responsible for tagging of articles, journals and other referenced items to
electronic medium

Negros Navigation Company c/o Premium Staffers, Passage Clerk
Assigned at Libertad & Robinson’s Place Ticket Outlet
December 2000- August 2001
-manual & online issuance, reservation, and validation of passenger tickets
-do ticket reports, schedules
-part of ship boarding team (check up of passenger luggage )