Carmen Gennah Roman

Roman, Carmen Gennah y Orbeta _________________________________________________ Contact Information Address:7467-K Miracle Townhouse II Santillan St., Barangay Pio del Pilar, Makati City Contact No.:- E-mail :- Personal Particulars Age: 31 years Date of Birth: 02 September 1985 Nationality: FilipinoGender: Female Civil Status: MarriedSSS : 33 - - 2 Permanent: PhilippinesTIN : 222 – 684155 - 000 Residence Educational Background Highest Education Level : Bachelor’s Degree / College Degree Field of Study : Health and Science Major : Nursing Institute /University: St. Jude College Location : Manila, Philippines Employment History Company Name: Citigroup Business Process Solutions Position Title: Customer Service Officer Specialization: Phone Banking- Customer Service Industry: BPO Date Joined: October 2014 – November 2015 Work Description: Provide world-class service excellence to Citi clients by offering consistent telephone banking experience Attend to both inbound and outbound telephone calls in accordance with the standard operating procedures Processing of Online banking transactions which include financial entries and data maintenance Identify sales opportunities to further enhance Citi’s client relationships Company Name: Convergys Phils Position Title: Communication Coach Specialization: Collection- Customer Service Industry: BPO Date Joined: March 2013 – September 2014 Work Description: Responsible for providing coaching/feedback to offshore agents in order to develop their communication skills and improve their NPS performance Sample and evaluate end-user transactions ( i.e. telephone calls) Report results of evaluations to appropriate Quality/ Operations stakeholders Achieve departmental productivity requirements (i.e. number of calls monitored per month on schedule ) Facilitate and/or participate in calibration sessions Facilitate call listening sessions and provide Communication Talk for new hires Company Name: Convergys Phils Position Title: Offshore Service Quality Specialist Specialization: Collection- Customer Service Industry: BPO Date Joined: June 2011 – March 2013 Work Description: Sample and evaluate end-user transactions ( i.e. telephone calls) Report results of evaluations to appropriate Quality/ Operations stakeholders Achieve departmental productivity requirements (i.e. number of calls monitored per month on schedule ) Facilitate and/or participate in calibration sessions Company Name: Convergys Phils Position Title: Collector / Transition Coach (SME) Specialization: Collection- Customer Service Industry: BPO Date Joined: April 2009 - May 2011 Work Description: Receiving calls and assisted solving customer concerns Assisted representatives through transition from training to operations Company Name: Sutherland Global Services Position Title: Customer Service Representative Specialization: Customer Service Industry: BPO Date Joined: November 2007Date Left: January 2009 Work Description: Receiving calls and assisted solving customer concerns Company Name: Telus / Harte-Hanks Position Title: Front desk Associate/ Admin Support Specialization: Customer Service Industry: BPO Date Joined: June 2006Date Left: March 2007 Work Description: Caters to clients, VIP’s, applicants, managers, supervisors, directors Receives & routes calls Documentation & facilities Providing PC Log-ins, E-mails & Avaya log-ins Making IDs & activation of proxy cards via win pack Reservations, trouble tickets via lotus notes Updating rosters Career Objective: To succeed in an environment of growth and excellence and earn a job which provides me job satisfaction and self-development and help me achieve personal as well as organizational goals. Skills: Proficient in MS Office Application and articulate in both English and Filipino Language REFERENCES available upon request