Annie Fe Calero

ANNIE FE S. CALERO #2 Jericho Street, St. Michael Village Brgy. Ma-a, Davao City Mobile: - E-mail Address:-Skype: anie_calero082220 CAREER OBJECTIVE To provide outstanding Customer service and contribute in attaining the Company’s goal in terms of customer satisfaction. QUALIFICATION SUMMARY * Competitive; Self-motivated; Organized; Goal-oriented * Candid and forthright; Treats everyone fairly, the way I want myself to be treated * Confident and decisive * Strong analytic skills * Knowledge of office administrative procedures and strong background in office management * Proficient in MS Office applications such as Word, Excel, and Powerpoint WORK EXPERIENCE ZonSquad LLC (Part-Time) May 2016 to December 2016 Administrative Assistant Responsibilities: Onboarding new community members in the system Website maintenance Uploading content and media Coordinate with Subject Matter Experts Managing specialize groups within the community Regular management reports Tools/Apps: Slack, Helpscout, Infusionsoft, Vimeo, Wistia, Wordpress, Clickfunnels, Active Campaign, Buffer, Crowdfire, Sendoutcards, Webinarjam, Rainmaker, Bitly, Stripe, Aweber, Picmonkey _____________________________________________________________________________ PowToon Ltd. July 2015 to December 2016. Email and Customer Support Representative Respond to users concern via Intercom Replicate users issue to verify if it is a bug in the application, if yes, then report it to Trello. Answers sales and billing concerns Follow standard retention procedures Communicate to team members via Slack ______________________________________________________________________________ IBEX GLOBAL SOLUTIONS March 2015 to July 2015 ATT Uverse BLUE (Sales and Billing) Responsibilities: Supervise the team to achieve daily and monthly sales target Submit EOD, Monthly and Quarterly report about the team's performance Provide drill down analysis if the daily, monthly or quarterly target is not achieved Work with the SME to formulate new strategies for the team Do one on one coaching on a weekly basis Do Side barge for real time call monitoring VXI GLOBAL SOLUTIONS March 2013 to February 8, 2015 TEAM LEAD (Supervisor) ATT Uverse ICM Responsibilities: Supervise the team to achieve daily and monthly target Submit EOD, Monthly and Quarterly report about the team's performance Provide drill down analysis if the daily, monthly or quarterly target is not achieved Work with the SME to formulate new strategies for the team Do one on one coaching on a weekly basis Do Side barge for real time call monitoring SUBJECT MATTER EXPERT - ATT Uverse ICM January 2012 to May 2013 (Promoted) Responsibilities: L2 support Render 1-2 hours phonetime Assist the agents (about 10-15 people) by providing the necessary solution to the customer's concern Submit EOD report about the team's performance to Team Lead Work with Team Lead to achieve monthly target (suggest strategies) TECHNICAL SUPPORT REPRESENTATIVE October 2011 to December 2011 (Promoted) Email and Phone Support Responsibilities: Provide excellent customer service; troubleshoot issues concerning the offered services (HSIA, VoIP and IPTV) Familiarize other departments and observe proper escalation procedure SYNNEX-CONCENTRIX CORP. August 2010 to September 2011 TECHNICAL and CUSTOMER SUPPORT REPRESENTATIVE (D-link) Responsibilities: L2 Phone support ( L2 devices software installation (network cameras, network printer, storage); configuring hardware, operating systems and applications to work with the network; remote assistance; familiarize other departments and observe proper escalation procedure TECHNICAL and CUSTOMER SUPPORT REPRESENTATIVE February 2007 – July 2010 (PROMOTED - Senior Tech - LINKSYS) Responsibilities: Phone support ( device software installation; configuring hardware, operating systems and applications to work with the network; remote assistance; familiarize other departments and observe proper escalation procedure EDUCATION BSBA – Ateneo de Davao University PERSONAL INFORMATION Age: 29 Height: 5'3 Weight: 55 kls. Nationality: Filipino CHARACTER REFERENCES Katherine Gevera Operations Manager Funeral Futurist -- Michael Angelo Cuevo Customer Support Surkus- Johannes Uy Operations Manager--