Angelique Castillo Block
Cluster 9 Unit 4D Cambridge Village, Cainta City-
OBJECTIVE
To obtain a position that will enable me to use my strong organizational skills and ability to
work well with people.
Abilities
❖ 8 years of Customer Service Experience.
❖ Ability to lead and supervise in a fast paced, rapidly changing environment while
managing multiple priorities.
❖ Highly trainable and flexible to different work assignments or schedules.
❖ Able to prioritize work load to meet deadlines and can very well work under pressure.
❖ Extremely productive in a high volume, high stress, environment.
❖ Proficient in the Microsoft Word, Excel, PowerPoint, Outlook Express.
❖ Self starter with a can do attitude.
❖ Can work independently yet function well in a team environment.
❖ Passion for continuous learning and growth.
❖ Highly motivated, driven and responsible.
❖ Good organization, planning, time management and analytical skills.
WORK EXPERIENCE:
September 2018 - March 2019
Virtual Assistant
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Booking travel accommodation
Responding, managing emails and phone calls
Scheduling meetings
Performed Market research
June 2015 to June 2018 – Sutherland Global Services
Team Manager
Manages performance of Customer Service Representatives.
Generates reports and performance analysis.
Motivates team members to ensure target absenteeism and shrinkage is being met.
Coaching Consultants to ensure that all opportunities are being addressed to ensure
100% performance from the consultants.
❖ Communicates with the clients regarding updates or changes with the processes that
consultant follows.
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❖ Plans incentive program month per month to drive performance and motivate
consultants.
❖ Handled Email team for Spotify with maximum of 30 advisors in one team.
❖ Have handled Chat team consist of 37 advisors for a week, 15 are being transitioned
from email to chat.
❖ Manage clients’ appointments and meetings.
May 22, 2015 to June 2015 – Sutherland Global Service
Virtual Training Force ( PST Trainer )
❖ Trained New hires with the product specifics.
❖ Sends out updates / changes with the processes.
❖ Created process maps per call drivers to ensure clarity and understanding of the
consultants.
❖ Communicated with the Atlanta training team to have a better curriculum that will
drive improved performance not just with the new hires but with the tenured
consultants as well.
❖ Handled Up skill training sessions.
❖ Tested different chat and phone tools.
October 2013 – March 2015 – Sutherland Global Services
Quality Apprentice
❖ Audited recorded calls to ensure consultants deliver Great Customer Service
Experience while following the correct process.
❖ Certified New hires.
❖ Was in charged to create verbatim spiels that we can roll out to the consultants to
make sure they deliver bad news into a positive way and avoid escalated calls.
February 2013 to September 2013 – Sutherland Global Services
SME
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Handled escalated calls
Communicated with the client for compensation requests of the customers.
Manned the queue.
Handled break scheduling of the consultants.
April 4 2011 to February 2013 – Sutherland Global Services
Consultant
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Answered Inbound calls for customer service concerns.
Billing Inquiry
Product Registration
Retention
Answered Triage calls.
Calls with basic technical concerns.
Handled Chat for Customer Service
Handled Email for Customer Service
Social Media content moderator
Trainings and Seminars
❖ LEAD 100
❖ OE TM Certification
❖ Master Coaching
❖ LivePerson and LiveChat tools
❖ Salesforce tool
October 2009 to June 2010 – Starbucks Coffee Corporation ( Greenhills )
Barista
Education
Far Eastern University
AB Mass communication Major in Broadcasting
Recto Ave, 395, Manila, 1008 Metro Manila, Philippines
Character Reference
Giselle Andrade
Co-Worker Virtual Assistant-
Norman Lester Gutierrez
Customer Service and Social Media Advisor-
