Arlene Joy Porto Nicanor
Address: 48 Mapalad St. Brgy. Paraiso QC
Mobile:-
Email address:-
CAREER OVERVIEW
● Highly enthusiastic customer service professional with more than 12 years client interface experience. Qualified
Customer Service expert offering a record of successful job performance, proven problem solving ability and
experience developing and implementing innovative solutions.
CORE STRENGTHS
● Energetic work attitude
● Customer service
expert
● Adaptive team player
● Meticulous attention to detail
● Skilled multi-tasker
● Persuasive
● Influencer
● Focused on customer
satisfaction
WORK EXPERIENCE
● Team Leader June 2016 - 2019 TaskUs Inc, Anonas QC
● Pioneered a movie ticketing
campaign
● Handled 3 main LOBs for the ticketing
campaign
● Was a borrowed TL for a cosmetics
campaign
● Production Coach Oct 2011 – Mar 2016 ePerformax Contact Centers - Makati City
● Handled a team with 15-20 teammates. Accountable for team performance and metrics. Gives feedback
and assessment to each team mates performance on a weekly basis. Responsible for redirecting and
reinforcing the company's missions and visions. Worked with upper management to ensure appropriate
changes were made to improve customer satisfaction. Trained staff on how to improve customer interactions.
● Performance Analyst Feb 2009 - Sept 2011 ePerformax Contact Centers - Makati City
● Ran reports and supplied data to fulfill client report requirements. Handles a team with 15-20 members.
Responsible in making sure that customers will get the utmost quality service through in depth analysis.
Evaluates calls and gives feedback to team mates.
● Senior Customer Service Representative April 2008- Jan 2009 ePerformax Contact Centers - Makati City
● Built customer loyalty by placing follow-up calls for customers who reported product issues. Takes in
escalated calls and assists team mates through the consult line. Properly directed inbound calls in phone
queues to improve call flow. Demonstrated mastery of customer service call script within specified time
frames. Provide accurate and appropriate information in response to customer inquiries.
● Customer Service Representative April 2007- March 2008 ePerformax Contact Centers - Makati City
● Provide accurate and appropriate information in response to customer inquiries. Demonstrated mastery of
customer service call script within specified timeframes. Addressed customer service inquiries in a timely and
accurate fashion. Maintained up-to-date records at all times.
PERSONAL INFORMATION
● Date of Birth: December 25, 1986
● Civil Status: Married
● Place of Birth: Quezon City
● Gender: Female
● Height: 5’4
● Weight: 72 Kgs.
● Religion: Roman Catholic
● Language Spoken: English and Filipino
EDUCATIONAL BACKGROUND
● Bachelor of Science in Computer Science 2006 Polytechnic University of the Philippines Sta. Mesa, Manila
● Judge Juan Luna High School 2003 Judge Juan Luna St. Quezon City
TRAININGS/SEMINARS ATTENDED
● TaskUs TL Academy Batch 1 (passed)
● Emotional Intelligence Training
● Behavioral Coaching (Certified)
● COACH Training (Certified)
● TIER and IETR Training (Certified)
● DiSC Training (Certified)
● Mastering Facilitation Training
● COACH Training (Certified)
REFERENCES:
● Available upon request.
I hereby testify that the above information is valid and
correct.
Arlene Joy Porto Nicanor
Applicant
