Annalynn Dela Cruz Maagh OP

Annalynn Dela Cruz Maaghop 2450 Zeramyr 1 Subd., Brgy. Market Area, City of Sta. Rosa, Laguna Mobile No.:- Tel. No.: -- EPERSONAL DETAILS Date of Birth Civil Status TIN SSS Religion : : : : : 05 August 1970 Widow- Catholic EDUCATION BS Commerce – University of Santo Tomas, Sampaloc, Manila KNOWLEDGE With excellent knowledge on Microsoft Office (MS Word / Excel / PowerPoint / etc.) Capable of handling data operations With excellent knowledge on Adobe applications Capable of handling lay-out forms for advertisement Hardware maintenance Can handle various computer problem such as hardware failure, virus removal and protection, etc. SKILLS AND ABILITIES Customer Centric:   Has a clear understanding of Purpose, Measure and Method Is able to analyze customer demands by listening and understanding what matters most to them and making sure that everything has been acknowledge Communication:    Strong Written and Verbal communication and presentation skills Strong skills in analyzing and interpreting data then present and communicate through oral or written means Able to help customers with their billing enquiry and making sure that everything will be covered and necessary call back has been done to make sure that the customer’s issue has been resolved. EXPERIENCES CUSTOMER FIRST CHAMPION | TELSTRA INTERNATIONAL PHILIPPINES INC. | JAN 2016 - PRESENT        Provides world class customer service and excellent customer experience to Telstra Small Business customers by ensuring that I understand and deliver what matters most to them and not just about policy and business rules. Assists enquiries and arrange orders for fixed line new connection, mobile and internet set up Handles inbound customer service support calls and messaging from established customers Assists in billing enquiries and provision orders for fixed lines, internet and mobile services. Taking accountability and responsibility for all decisions and actions taken and resolutions decided on with the customer Makes decisions based on logic and clear understanding of customers enquiry and does not make assumptions Adhering to internal and external processes and Industry codes whilst living and breathing Telstra Purpose and Values SUPPORT ASSISTANT | TELETECH | OCT 2015 – JAN 2016      Assists consultants in using correct process and tools in resolving customers’ demands and queries In charge of supervising technical support team and overseeing technical support tasks Creates daily detailed reports based on communications data and clients tickets for the team’s daily performance. Communicates and discuss important information with other support assistants to improve customer service satisfaction Responsible in calling back customers with escalated concern and issues to provide assistance and determine best course of action to resolve customer’s concerns. TECHNICAL SUPPORT REPRESENTATIVE | TELETECH | OCT 2012 – OCT 2015        Serves as the first point in contact for customers with complaints or questions concerning their internet services Performs basic troubleshooting to determine cause of faults for their DSL, Cable and Wireless broadband service Schedules appointment for technicians to be dispatched to customer’s premises for escalated faults that requires physical investigation and troubleshooting Provides assistance to customers’ to set up modem and devices for first time install services Assists customers in configuring modem and activating internet service Walk thru customers in setting up their webmail Provides client support and technical resolution via email, phone, messaging and other electronic medium. CHARACTER REFERENCE: Mariz Janine Robles Mobile Number:- Team Leader | Telstra International Philippines Inc.