Ara Cristela Agapor

ARA CRISTELA V. AGAPOR EXCELLENT SKIP TRACER & CSR - ADMIN-HELP DESK EXPERT PROFESSIONAL HISTORY Customer Relations Associate - Debt Collections Credit Corp Group, Makati City July 2014 - present Collected debts from delinquent accounts – whether bank, finance, telecommunication or utility companies – by calling debtors or by sending emails, in a respectful and ethical PERSONAL PROFILE I am a motivated, hardworking, and resilient manner. Skip-traced debtors whose numbers and addresses are no longer active by using Skip Tracing tools provided by the client and general tools such as Google and Social Media. Provided sustainable financial solutions like individual who holds an longer-term repayment plans, with the goal to optimistic outlook in life. I have improve our customers’ financial situations. 14 years of experience in the BPO industry, working both back-office and phone channels, customer service, client and market research, Customer Service Advisor 24/7 Customer (T-Mobile Account), Makati City March 2010 - July 2014 payment processing, handling Efficiently resolved customer inquiries over the disputes and claims, and phone for different lines of business and sales. provide customer satisfaction beyond expectations. GET IN TOUCH Met metric goals set by the client to achieve world class customer service. Mobile Phone: - Promoted customer value trough sales that Email: would benefit both the customer and the - business itself. EDUCATION HISTORY Polytechnic University of the Philippines (Mabini Campus) Bachelor of Science in Sociology | 2002 - 2006 Dean’s Lister from 1st year to 2nd year Customer Service Representative TELEPERFORMANCE PH (Sprint Nextel), Pasig City February 2006 - March 2010 Performed various roles and functions across different LOBs, namely: 1. Billing 2. Consumer General 3. Sales 4. Broadband / Internet Connection Card TECHNOLOGICAL PROFICIENCIES MS Office Suite Office 365, Sharepoint, GSuite Avaya Equinox, One X Teamwork PM, Asana Zoom, Slack, Skype, Hangouts Contactually, Salesforce Citrix, Zendesk Skip tracing tools: 1. Address, Property, Number search 2. Business/Employer search 3. Government/Insolvency checks 4. International search (directory listings) 5. My Tradesman NZ, Car Jam/Rego Search, Ryerson Index, Equifax 5. Technical Support 6. Escalations & Training Support EXPERTISE AND SKILLS Business Administration Executive Virtual Assistant Calendar Management Email Management Event Planning & Management Itinerary Management & Travel Arrangements Research: Market, Industry, Technical Support Management: Phone, Chat, Email, Tickets Call Handling: Escalations, Technical Troubleshooting, Credit Review Telemarketing: Surveys, Appointment Setting Call Quality Assurance and Review Team Leadership: On-site and Remote Team Management Ethical Debt Collection, Skip Tracing Product Training Mentoring and Performance Coaching Excellent English Communication Analytical and Problem-solving skills