Angelica Pacis

RESUME MS. ANGELICA G. PACIS Sudlon, Lahug Cebu City, Philippines 6000 Cell: - E-mail:- PERSONAL INFORMATION Desired Job: Customer Service Representative Age: 24 Gender: Female Birthday: May 3, 1993 Birthplace: Pasay City, Metro Manila, Philippines Height: 5’3’’ Weight: 47 kg Language: English, Filipino, Cebuano Dialect Citizenship:Filipino Status: Single Religion: Roman Catholic Skills: Basic knowledge in Microsoft Word, Microsoft PowerPoint, and Microsoft Excel. EDUCATIONAL ATTAINMENT Tertiary: Secondary: Primary: Cebu Normal University Osmena Blvd, Cebu City, 6000 Cebu S.Y 2013 - 2014 St. Paul School of Medellin Poblacion, Medellin, Cebu S.Y 2009 - 2010 Antipolo Elementary School Antipolo, Medellin, Cebu S.Y 2005 - 2006 SUMMARY Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success. Proven ability to establish rapport with clients and exceed sales quotas. Reliable and driven, with strong time management and prioritization abilities. HIGHLIGHTS      Claims questions Policy/account changes Selling/ Billing queries Account safety queries Buying Queries      Service-oriented Conflict resolution expert Courteous demeanor Sharp problem solver Positive and energetic work attitude AREA OF EXPERIENCE        Performance/ Quality Analyst to 03/2015 to present eBay AU Selling/Buy Expert / Team Leader - ePerformax Contact Centers & BPO Evaluate agent’s contacts on both email and phone interaction to identify customer service behaviors that need’s reinforcement and redirection through thorough feedback and coaching for improvement. Handle and review team performance to make sure eBay client targets are met and exceeded. Do product /knowledge training on eBay new policy and process updates on both internal and external information within the team. Assist and take supervisor escalations from agents. Review and process manual credit and funds release request. Take both email and phone interactions for Buy and Sell queries if needed. Assist members on billing, fees, selling queries and increasing sales as well as purchasing an item and changing account information for both buyer and sellers on eBay. Customer Service Representative, 12/2014 to 03/2015 eBay AU Trust & Safety Team Expert - ePerformax Contact Centers & BPO    Promptly responded to customer queries about account security complaints through phone and email channels. Assist both buyer and seller on how to resolve account restriction and suspension due to policy violations. Review account risk and selling/buying eligibility. Customer Service Representative, 10/2014 to 12/2014 eBay AU Mediation/Escalation Expert - ePerformax Contact Centers & BPO      Promptly responded to customer queries about member to member complaints on sold and purchased items through phone and email channels. Assist and mediate between member’s who has conflict on completing sales. Advised seller’s on how to open claims against non-paying buyers and canceling a sale. Advised both buyer and sellers on item not received and not as described claims and getting refunds. Advised both buyer and sellers on leaving feedback both positive and negative for a canceled/ completed sale and how to dispute it. CHARACTER REFERENCES Ms. Mitch Mata Team Coach ePerformax Contact Centers and BPO JY Square IT Center 1 & 3Salinas Drive, Lahug, Cebu City 6000 - Ms. Aileen Pangilinan Performance Maximization Supervisor JY Square IT Center 1 & 3Salinas Drive, Lahug, Cebu City 6000 - Mr. Christopher John Alforque Performance Maximization Supervisor JY Square IT Center 1 & 3Salinas Drive, Lahug, Cebu City 6000 -