Baishield Almazan

­­­­­­ Baishield Mallari-Almazan 619 Cayambanan Urdaneta City Pangasinan, Philippines-- Objective To obtain employment as an Inbound/Outbound Representative and deliver exceptional output using necessary skills and tools needed for the given tasks Job Experience: Sitel PhilippinesBaguio City, Benguet Mentor/ Subject Matter ExpertAugust 2016-present (Credit Card Account) Assists new hires in resolving customer issues and troubleshooting Act as a resource and guide Ensure that new hires are able to assist customers using the tools provided by clients Submit end of shift report and new hire development to the Team’s Coach and Operation Manager Does call monitoring to ensure new hires are following the process and check for agent’s strengths and opportunities Provide instant coaching to new hires if needed Does take over calls if needed Sitel PhilippinesBaguio City Benguet Customer Relations SpecialistMarch 2015 – July2016 (Credit Card Account) Answer calls and provide excellent customer service in a timely manner Activate cards and deactivate lost and stolen cards Assist cardholders with fraud related concerns Coordinate with the customers, listen to their concerns by avoiding any interruption in conversation Address all complaints of the customers and make sure that they are resolved in time and within the given guidelines Provide online walk through and technical support when necessary Ensure premium level of client satisfaction in all phone call Process payment investigations if ne Sitel PhilippinesBaguio City Benguet Payment SpecialistApril 2013- February 2015 (Credit Card Account) Process payments and release funds for cardholders Assist cardholders with billing inquiries Send credit card statements to cardholders Process card replacements Ensure excellent customer service at all times Education- Bachelor of Arts major in Political ScienceSaint Louis University Baguio City Benguet Skills Microsoft Office knowledgeable Excellent oral and written communication Excellent listening skills Fast learner and very willing to undergo training Self-motivated and can work with minimal to no supervision Character References: Love Joy de los Santos Supervisor – Sitel Philippines- Eliezer Pelayan Supervisor- Sitel Philippines- Johnny Golucan Operations Manager Track Trainee - Sitel Philippines-