Carmela Doroteo

CARMELA FAMOSO DOROTEO 012 Kadalagahan St. Brgy. Gulod Novaliches, Quezon City, Philippines, 1117 Contact #: -/- Email:- SUMMARY: ___________________________________________________________________ I have worked for the Business Processing Outsourcing Industry for almost seven years as a Customer Service and Technical Support Representative. I am very well trained to work under pressure in a fast- paced environment and closely monitor service requests and update team members when needed. I always make sure to meet deliverables and attain or even exceed performance goals or targets of our campaigns. HIGHLIGHTS: ___________________________________________________________________ Providing information to address customers inquiries about products and services. Helping customers deal with any issues about their accounts and services and resolving complaints. Diagnosing hardware/software faults and solving technical problems. Troubleshooting and resolving internet connectivity issues. Diagnosing and Troubleshooting computer hardware issues. Creating the necessary actions or service request to rectify computer hardware problems depending on the machine’s warranty entitlement. ___________________________________________________________________ WORK EXPERIENCE: December 2017 - Present Cash for Cars Melbourne Search Engine Optimisation Specialist Duties: Link building Guest posting (outreach) Disavowing toxic backlinks Improving site ranking (for set of keywords) Citation sites / directory / business listing Ranking in Google maps Basic Web Development (Technical SEO) On Page Optimisation Uploading blogs, posts and articles on Wordpress March 2017 - March 2018 ACADSOC LIMITED Homebased Online ESL Teacher Duties: Teaching English to Chinese Students. Helping students improve written and oral communication skills in English. Help students prepare for their examinations such as IELTS, TESOL, TOEFL. October 3, 2017 - November 15, 2017 Emerging Leading Technologies Freelance Virtual Assistant/ Appointment Setter Duties: Generating leads of prospective clients Calling possible leads to offer services to upgrade their lights to LED highbays and solar panels and set up an appointment. Updating database and sending reports directly to client. September 2013 - June 2015 SUTHERLAND GLOBAL SERVICES Technical Consultant Account: Lenovo US Harvester Building, P. Tuazon corner 8th Ave. Brgy. Socorro Cubao, Quezon City Duties: Take inbound calls from users and help them diagnose the problems on their computer. Troubleshooting hardware issues and offer and implement solutions. Responsible for creating service request to repair defective machines. Informing customers about their warranty entitlement and additional information about products and services. Responsible to monitor and follow up service requests and inform customers about the progress. Making follow up with the customer to ensure that all concerns have been addressed and issues have been resolved. JANUARY 2013 – JULY 2013 TRANSCOM WORLWIDE INC. PHILPPINES Customer Service Representative Account: SMART POSTPAID/INFINITY Filinvest Building 167 Epifanio de los Santos Ave, Mandaluyong, Metro Manila Duties: Answering queries about customer’s bill. Explaining the postpaid plans they are enrolled in. Informing customers of plan upgrades or changes Offering customers new plans or upgrades suitable for their needs and lifestyle. Dealing and resolving customer’s complaints May 2012 – December, 2012 ALTA RESOURCES PHILIPPINES Health Care Sales Assistant Account: Anthem Blue Cross and Blue Shield 34th Floor Wynsum Corporate Plaza, F. Ortigas Jr. Rd. Ortigas Center, Emerald Avenue, Pasig City. Duties: Filling out online application form on behalf of clients who want to get medical and dental insurance via phone interview. Responsible in sending the application form to the licensed Sales agent with the customer’s voice signature Ensuring that all medical information are gathered correctly from the customer such as their medical history/background, medications and previous health and dental insurance or government sponsored health assistance. Informing customers if their application for Health and Dental insurance has been approved or denied. June 2011 – January 2012 Teletech Customer Care Management Phils. Technical Support Representative Account: AAPT/IINET Levels 1&2 Robinson’s Place - Novaliches, Maligaya Corner, Quirino Highway, Novaliches, QC Duties: Diagnosing and troubleshooting internet connection issues. Diagnosing and troubleshooting landline problems. Setting up and configuring email client and webmail. Creating job orders for technician dispatch to replace or repair any equipment to fix internet or landline issues. March 2008 - May 2010 TRANSCOM WORLDWIDE INC. PHILIPPINES Customer Service Representative Account: Tiscali UK/TALK TALK UK Las Fiestas Road, Frontera Verde Compound, Tiendesitas, Brgy. Ugong, Pasig City Duties: Assisting customers about product queries through Back Office Support (Mail or Email) or inbound calls. Processing payments. Processing package upgrade or any changes on their services. Updating customer account information. Dealing with escalated concerns or high level complaints until it’s resolved. __________________________________________________________________ EDUCATION: COLLEGE: POLYTECHNIC UNIVERSITY OF THE PHILIPPINES Mabini Campus, Teresa St. Sta. Mesa Manila Bachelor of Banking and Finance- SECONDARY: NOVALICHES HIGH SCHOOL T.S. Cruz Subdivision Novaliches, Q.C- ELEMENTARY: NOVALICHES ELEMENTARY SCHOOL Quirino Highway, Brgy. Gulod Novaliches, QC- ___________________________________________________________________ PERSONAL INFORMATION: Birthday: May 09, 1988 Birthplace: Aklan Age: 29 years old Status: Single Height: 5’2 Weight: 139 lbs. ___________________________________________________________________ CHARACTER REFERENCE: Honeylene Ulmido Senior Sales Manager The Legend Villas- Adriel Jeorlie Magbanua Technical Consultant Scicom/Lenovo Contact #:- Joanne Geroy Executive Secretary ASIACOR Contact #:-