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addresses are no longer active by using Skip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