. PALO
Palo, Angelique Dayon
Address: CamparvilleSubd.,Buhisan
Home -
Phone:
rd.,Labangon Cebu City-
Email-Cellphone
:
m
: Full time
Adaptable, self-motivated,
Skill Words:
passionate and creative team
Skype id:
player.-m
PERSONAL DATA:
Date of Birth
Place of Birth
Status
Height
Weight
Physical Condition
Civil Status
Sex
Religion
Language Spoken
Father
:November 13, 1986
:Zamboanga City
: Single
: 5’3
: 100 lbs.
: Excellent
:Single
: Female
: Roman Catholic
: English, Tagalog, Cebuano
:Democrito Palo
Mother
: Ma. Aleta Palo
EDUCATION:
University of San Carlos
Main Campus
Cebu City
Graduated
:Bachelor of Science in Commerce
Major in Management Accounting
University of San Carlos
Girls’ High School
Cebu City
Graduated
: Secondary
Cebu Institute of technology
N.Bacalso, Cebu city
Graduated
-
:-
: Elementary
:-
EXPERIENCES:
1. Rustan’s Coffee
Barista
Starbucks IT Park, Lahug,Cebu City
Dec. 2006- May 2007
Duties and Responsibilities: Discover customer needs and appropriately suggests
product with every customer to enhance service and meet sales goals,prepares
Starbucks beverages to standards, Follows cash handling procedures and cash register
policies.
2.MegaTrend Consultancy
Business Consultant
Pag-ibig Bldg. Cebu Business park, Cebu
July2008-Oct 2008
Duties and Responsibilities: monitor and gather economic data, monitor flows of major
currencies (GBP, euro, Japanese, yen, etc.) and update client on minute development,
provide logical forecast of probable financial market direction.
3.TeleTech
Technical Support
A.S.Fortuna St, Cebu city
Jan 2009-July 2009
Duties and Responsibilities: Troubleshooting Hardware/Networking related queries of
our global clients, adhere to the Troubleshooting process, escalate calls based on
customers demand οr on own judgment, documentation of the case, reporting and
trend analysis, do upselling for hp products.
4.Sykes Asia formerly ICT Group
Customer service
Ally autofinance
Synergis, Mabolo, Cebu City
Aug 2009-July 2011
Duties and Responsibilities: providing technical support and assistance in claim
administration to GM and diversified dealership personnel and retail
customers. .Develop and maintain a high level of customer service
5. Stream Global Services
Xbox technical support
IT Park, Lahug, Cebu City
August 2011-May 2012
Duties and Responsibilities:Responsible for customer service, retention and technical
support. Support includes phone (inbound and outbound callbacks)
6. Convergys Services
Microsoft Windows and Office Technical Support (chat support)
IT Park lahug, Cebu city
August 2012- September 2013
Duties and Responsibilities: Technical Support for Windows and Office Issues.
7. MyCured Computer
Homebased/Technical Support (Phone and Chat support)
October 2013- November 2014
Duties and Responsibilities:
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Take customer technical support calls for various computer issues such as
viruses, slow computer, fbi virus, malwares, rootkits, operating system
reinstallation, networking, printers, routers, email problems, and more. We
support windows and MAC computers
8. Accenture – Project Cocamo
Geeksquad Technical Support Representative (Chat Support)
December 2014- March 2015
Duties and Responsibilities:
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Take customer technical support calls for various computer issues such as
viruses, slow computer, fbi virus, malwares, rootkits, operating system
reinstallation, networking, printers, routers, email problems, and more. We
support windows and MAC computers
9. IPVanish- VPN
Shift Lead (Homebased)-Email Support
November 2014- Present
Duties and responsibilities:
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Perform incoming and outgoing shift handovers
Make sure all agents are present for their shifts
Become an expert in the products
Work support tickets as a normal agent
Handle escalated tickets from team members
Escalate issues to Product Support, Sys Admins, manager, Support Team, etc.
Communicate with manager to keep them in the loop regarding major issues,
customer-impacting events, etc.
Perform Quality Assurance audits
Handle personnel issues with support agents, Team Leads, etc.
Identify areas for improvement and areas where training is needed
Train team and new-hires
Assess/review team members (at least annually)
Work with team on performance improvement
Identify and pro-actively communicate issues, ticket spikes, etc.
Assist manager in gathering stats, working on projects, and anything else needed
10. Mark Phaneuf
Email Marketing/Virtual Assistant (Part Time)
December 2014- Present
Duties and responsibilities:
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Mailing using the companies software, setting up domains in the
software and updating mailing lists, record mailing stats in CRM into
google drive chart
11. 11. Big Air - Internet Service Provider in Australia
L2 Technical Support
February 2015- January 2016
Duties and responsibilities:
Speak to customers through outbound/inbound phone calls
Ensure the customer is updated each day and follow up is completed with the relevant
internal teams
Check for duplicate cases
Send an email with details of the case number and what was not completed correctly in
the case.
Coordinate with the Case Managers or Team Leaders when escalation is needed
Assess the priority of the received requests and set the case priority
Provide reports as instructed
12. Nonda CO
Customer Service/ Email Marketing specialist
Duties and Responsibilities
- Answer customer inquiries on Zendesk and other social media platforms within 4 hours
- Build and maintain strong positive sentiment between nonda and its customers
- Problem-solve customer issues and manage follow-up communications with customers
- Actively improve processes without having being asked to do so
- Will need to work overnight and weekends shifts.
-Send outreach email to bloggers or journalists to write about our products
REFERENCES:
Mel Vincent Bejarin
HR/Trainer
Cell No.:-
Thea Tres Reyes
Accenture
Cell No-
Frank Cromwell
Team Leader
IT park lahug
Cell No-
