Angelica Tan

ANGELICA B. TAN Bldg 12 Unit 454 Urban Deca Homes Vitas St., Tondo Mla 1013 Mobile # - E-mail Address:-PROFESSIONAL EXPERIENCE Summary: High-energy team lead with experience in Telco, Financial and B2B accounts. Track record shows flexibility in handling different LOBs for operation and proficiently manages simultaneous tasks while leading team to successfully hitting goals/targets. Experience: Ammex iSupport 10th Floor Robinsons Cyberscape Alpha Bldg. Ortigas Pasig City Philippines Production Support Associate @ BDA,Inc January 2018 – Current o Engage in client research to achieve account and brand expertise; maintain client profiles and requirements o Communicate timely order status to client o Complete CRM Contacts, quotes and order forms o Complete Art tickets, value-added services and other internal documents as requested o Maintain relationships, troubleshoot and resolve issues and conduct final negotiations with significant suppliers and agents as necessary. o Multiple proficiencies to include price negotiation and timeline management o Partner with various departments within the organization to increase gross profit revenue, minimize cost of goods sold and ensure customer satisfaction while leveraging overall spend. o Provide outstanding customer service in handling issue resolution and customer escalations o Complete other job duties and projects as assigned FIS Global Solutions 9th Floor Ecoplaza Building Chino Roces Ext., Makati City Philippines Team Lead for SPRINT January 2017 – January 2018 o Manage day-by-day planning, operation and problem-solving of a team of agents to meet required targets. o Ensure staff are equipped with knowledge, training, experience, tools and technology needed to achieve the required results o Provide leadership, coaching and mentoring to team members to develop their competencies and position them for success. o Take escalation calls received from customers. Team Lead for UNIRUSH February 2016 – January 2017 o Manage RTF (Refer to Friend)/ NPS metric performance of 15 team members o Handle escalation calls as needed and identify training or product / policy improvement needs o Guide agents on the Best / First call resolution behavior and effectively manage issues through multiple forms of inbound requests such as queue calls (Phone), e-mails, or client tracking databases whichever is necessary o Researching and troubleshooting issues using available tools. o To direct and lead team members to identify and suggest resolutions and/or process improvements Retention Specialist Tier II for SPRINT o Handles Escalations from Tier 1 agents o Handles cancellation concerns o Responsible for minimizing churn risk o Shadowing Team Lead with Admin Task December 22, 2014 – February 2016 Customer Service Associate for SPRINT June 2014 – December 22, 2014 o Handles general account query and modification o Discuss bills to customer and educate them on their charges o Performs basic troubleshooting o Minimal up-selling and right planning PCM BPO LLC 2ND flr EDSA Central Pavillion Bldg Edsa cor. United St. Greenfield District, Mandaluyong City, Philippines Macmall Account Executive September 2013 – April 2014 o Selling Macmall’s complete line of technology solutions (desktops, laptops, peripherals, enterprise servers and storage, networking, security, software licensing, and professional services). Professional services include lifecycle services, borderless networks, collaboration, secure mobility, cloud, and data center offerings. o Building a book of business through outbound phone sales. o Developing, maintaining, and leveraging strong relationships with OEM Partners and distributors o Meeting and exceeding sales goals while being responsible for overall account strategy development. o Negotiating price, selling to customer needs, managing processes, and developing budgets. o Ensuring an appropriate order flow: Quote, order placement, procurement and fulfillment. TELETECH INC 5th Floor Ecoplaza Building Chino Roces Ext., Makati City, Philippines Billing and Sales Consultant for TELSTRA September 2012 – August 2013 o Answer general inquiries of existing and new customers o Clarifies bill and apply appropriate credits based on existing billing rules o Upsell and do sales offer on existing and prospect new customers o Right plan customer to meet personal need with their services o Outbound calls to customer if needed to make sure that inquiries are answered STARTEK PHILIPPINES SM Cyber One, #69 Jupiter Street, Bel-Air, Makati City, Philippines March 01, 2011 – August 2012 Activations CSR for TMOBILE (Tier I) o Activate phone lines for the customer. o Answer general concern of customer regarding their account. Number Transfer Center (WLNP) representative (Tier II) o Answer calls for customer who is transferring mobile numbers from one service provider to another. o Responsible for submitting request to have customer’s mobile number be transferred to TMO. o Answer calls from other providers regarding concerns about the number transfer Casework representative – Back office (Tier III) o Back office work for number transfer request. o Make call outs to customer to resolve fallout of the number transfer request. MSISDN Maintenance representative o Responsible in converting customer accounts. o Part of the Escalation team. AEGIS PEOPLE SUPPORT Aegis People Support Center Ayala Avecorner Sen. Gil Puyat Ave, Makati City,Philippines CSR & Sales Executive for READER’S DIGEST September 13, 2010 - February 05, 2011 o Responsible for answering customer concern first hand. o Educating subscribers about new subscription and reminding them on renewals. Trainings and Seminars: WLNP training May 02 – 05, 2011 Casework training Sept. 19 – 22, 2011 MSISDN Maintenance training Oct. 17 – 20, 2011 Apple Sales Training Yearly since 2013 Leadership Training yearly since June 2014 Academic Background: Tertiary: University of Santo Tomas (2004 -2008 / Undergraduate) AB Legal Management España, Manila Secondary: Chiang Kai Shek College -) Padre Algue St., Tondo Manila Primary: Chiang Kai Shek College -) Padre Algue St., Tondo Manila