ARLENE F. TOLENTINO
Phase 7A Blk 69 Pkg 9 Lot. 1 Bagong Silang, Caloocan City-
Profile
More than 10th years successful experience in customer service and support with
recognized strengths in account maintenance, problem-solving and troubleshooting.
Assisting clients with travel needs (via walk-ins, inbound phone inquiries to existing and
former customers.
Persuasive communicator; use consultative and assumptive selling skills to identify
opportunities, overcome objections, build relationships and turn cold canvassing into
sales.
Strategic-relationship/partnership- building skills -- listen attentively, solve problems
creatively, and use tact and diplomacy to find common ground and achieve win-win
outcomes.
An unwavering commitment to customer service, with the ability to build productive
relationships resolve complex issues and wins customer loyalty.
Employment
QUALITY ANALYST
January 2017 - Present
24-7 Intouch, 3rd Floor Uptown Center, Katipunan Avenue.
Audit emails to ensure that the company's customer service representatives are interacting with the clients in such a way that serves a business's best interests.
To conduct calibration sessions with operations and training team.
STS REPRESENTATIVE
September 2014 -December 2016
Teletech Inc. Robinson Mall, Novaliches Quezon City
Assist customers on their billing inquiries, payment arrangement and account renewal.
Handle customer inquiries regarding their Phone, Cable and Internet service.
CUSTOMER SERVICE REPRESENTATIVE
March 2013 - June 2014
Customer Contact Channels, 31st Bonifacio Global City, Taguig.
Handle customer accounts, billing questions, booking flight using miles and resolving
problems and correcting policy errors.
Assisting customer inquiry, checking travel information and offering customer service.
Build new customer relationships as well as maintaining the existing one through
effective service.
EXECUTIVE TRAVEL SPECIALIST
December 2008 - March 2013
Aegis Global, Gen. Gil Puyat Ave, Makati
Initiate and close sales for customers. Build relationships with key decision makers and
match customers with the right solutions for their needs.
Handle customer inquiries, complaints, billing questions and payment extension/service
requests.
Books international and domestic reservations for tickets, package, air travel, hotel and
car rentals from different online travel agencies.
Build new customer relationships as well as maintaining the existing one through
effective service.
Key Accomplishments
Earned outstanding ratings on annual reviews.
Managed a high-volume workload within a deadline- driven environment.
One of the top performers in the account.
Became the lead to-go-to person for new reps and help them managing the calls.
Education
Bachelor in Office Administration-, Polytechnic University of the Philippines
