Carla May Landicho
Call Center Representative
Info
Profile
Address
Purok 1, Barangay Sampaguita
Highway, Lipa City, Batangas, 4217,
Philippines
Professional and personable Call Center Representative
with 7 years of experience handling inbound and
outbound calls for deposit or credit card, telecom and
sales or retail companies. With 11 years experienced in
pre-need insurance industry on data or contract plan
processing and loans services.
Phone
Employment History
- mobile
- landline
Customer Service Representative, Telstra, DoorDash and
United HealthCare
October 2018 – June 2021 Lipa City Site, Teletech Phils.
Email-
Date / Place of Birth
05/28/1976
Cagayan de Oro City, Misamis
Oriental, Philippines
Nationality
Filipino (Philippines)
Telstra is Australia's leading telecommunications and
technology company, offering a full range of
communications services and competing in all
telecommunications markets.
Answering approximately 200 inbound customer
calls per day in a friendly and courteous manner
Discussing billing issues with the customer and
offering possible solutions
Providing information on additional products for
selling and other services
Following the conversational scripts of the call
flow provided by Telstra and keeping the
customer satisfied on the call
Assists customer with technical issues,
troubleshoot problems, provide information and
handle complaints regarding the organization's
products or services.
Post and Pre-Paid Billing, Technical Support for Mobile,
Chat/Messaging Support, One Service and Collections
agent
Skills
Customer Retention
Inbound Calls
Outbound Calls
Customer Service
Rapport Building
Upselling
Verbal Communication
Technical Proficiency and
Understanding in/of
Products/Services
Customer Service Representative, DoorDash
April 2020 – June 2020 Lipa City Site, Teletech Phils.
DoorDash, Inc. operates an online food ordering and food
delivery platform. It is based in San Francisco. With a 56%
market share, it is the largest food delivery company in
the United States.
Became DoorDash support for chat and inbound during
lockdown in Lipa last year of March. Usual duties is to
respond on email or chat inquires, bill adjustments on
disputes and escalate issues on Complaints Team for
fraud concerns.
Answering customer calls, discussing the delivery issues
with strong attention to detail, accuracy and
determination with extraordinary problems-solving skills
and the important ability to remain calm in stressful
situations.
Customer Service Representative, UHC
July 2020 – April 2021 Lipa City Site, Teletech Phils.
Languages
English
Filipino
UnitedHealth Group Incorporated is an American forprofit multinational managed healthcare and insurance
company based in Minnetonka, Minnesota. It offers
health care products and insurance services
Inbound call for member’s inquiry about the health plan
coverage/benefits, scheduling patient’s appointment,
discussing prescriptions drug coverage, medical supplies
and equipments. Assisted technical issues on customer
on mobile apps and websites. Reports customer
complaints to Escalation Team.
Call Center Representative, Comcast
May 2018 – October 2018
Lipa City Site, Alorica Phils.
Comcast is an American global telecom conglomerate. As
a Call Center Representative, my primary job is to address
customer issues and resolve them in a timely and
efficient manner. Assists customer in billing issues,
responsible for selling a company's products by
identifying leads, educating prospects on products
through calls, and providing existing customers with
exceptional support.
Sales Associates, Slimware Utilities (software)
July 2017 – March 2018 Makati Site, Convergys Phils Inc.
Education
Gen. Roxas Elementary School
School Year- Quezon City
Manuel Roxas High School
School Year- Quezon City
Central Colleges of the Phils.
School Year- for
Bachelor of Science in Computer
Science (four year course)
Other Skills
Trained in evaluation of payment
history, process & policy of credit
card, expertise in computation of
arrears & surcharges with high
quality customer service.
Slimware is a company that has provided customers
updates their software driver and premium support
subscriptions.
Respond to customer inquiries and assist in
troubleshooting and resolving challenges.
Install and configure computer systems and
applications within the company.
Providing technical advice and demonstrating
how to use new products and/or services.
Responsible for assisting customers throughout
the buying process.
Customer Care Representative, Suntrust
June 2016 – April 2017 MOA Pasay Site,
TelePerformance Phils.
Suntrust is an American bank, providing banking services
including checking and savings accounts, credit cards,
mortgages, wealth management and retirement, etc.
Capable of organizing file
maintenance.
Capable of working under time
pressure and/or deadlines.
Assists customer on their transactions inquiries,
reconciling withdrawal charges, report lost card
and process issuance of debit card replacement.
Handling customer queries or disputes charges
and selling banking products and services.
Call Center Agent, RCBC Bankard for Credit Cards
July 2013 – March 2015
Proficient in computer software
systems (Microsoft Office, DOS,
Adobe, etc.)
RCBC Bankard is one of the largest credit card issuers of
Yuchengco Group of Companies for banking services in
the Philippines.
Love getting the job done quickly
with attention to detail.
Handles incoming calls, processing of client's concern statement balance, inquiries & promos, rewards of
points, card application and 2nd card, cash loan, increase
of credit limits, supplementary applications, balance
conversions, card delivery, processing of fraud and
compromised accounts, lost cards, enrollment in sms,
spend analyzer, cash rebates, and forward received faxed
documents to back end.
With self-disciplined and good work
ethic.
Virtual Assistant, Part-time Home based/Online Job
October 2012 – December 2012 fixed rate per project
Character Reference
Ms. Lloren Grace Gonzales
Contact number-
Ms. Lia Libo-on
Contact number-
Ms. Imelda dela Cruz
Contact number:-
Chris Weber, employer US based, catered assistance for
Chinese student for school projects, thesis, assignment
and other related concerns. As a Virtual Assistance my
primary job is to assists client for request, provided
quotations and delegate to appropriate writers. And
updates employer for inventory reports for the day.
Loans Assistant, Prudentialife Plans Inc.
September 2006 – March 2009
Makati, Head Office
Prudentialife Plans Incorporated is a preneed company
offering life, pension and educational insurance plans.
Responsible for receiving, screening, processing and
releasing of pension loan applications from head office
(walk-in) and provincial branches. Prepares general
voucher/cheques on approved loan applications, provides
weekly, monthly and inventory reports and attended on
customer’s phone inquiries and verifications. Live
transcriptions on phone-in client’s requests and inquiries
to update subscription plans of pensioners.
Billing and Collection Assistant, Permanent Plans Inc.
February 2006 – August 2006
Makati, Head Office
Permanent Plans is a memorial insurance company that
sells life plans.
Duties includes on walk in and inbound calls on
verification on subscriber’s payment status. Monitors
company’s financial collection standing, prepares billing
notices through mails, weekly and monthly reports.
Corresponds or monitors on credit card auto-debit billing
of subscribers.
Conservation and Licensing Clerk, College Assurance
April 1997 – December 2005 Makati, Head Office
CAP Philippines is a preneed insurance company offering
college insurance or educational plans.
Started as Licensing Clerk that Working on the processing
of documents for agents license, verifications, monitoring
of supplies and tasks reports. Position included live
transcription of spoken words for memos and minutes of
the meetings. After a year promoted to senior clerk on
Conservation Department, that handles walk in and
inbound calls for verification, processing on
delinquent/amendment of client’s accounts and as
collection clerk for group accounts.
I hereby certify that the above information is true and correct to the best of my knowledge and belief.
CARLA MAY F. LANDICHO
