Cathline De Guzman

Cathline De Guzman Taal, Batangas Philippines Mobile no. (- Email- ---------------------------------------------------------------------------------------------------------------------------------------------------------CAREER OBJECTIVE To belong to a prestigious company and acquire a position with career growth potential that will be effectively utilized expertise, creative talents and commitment to excellence. ---------------------------------------------------------------------------------------------------------------------------------------------------------TRAINING TITLE LOCATION DATE PGMA Scholarship Training for Finishing Course in Call Center, NC II Eperformaxx Contact Centers August 11-September 19, 2008 ----------------------------------------------------------------------------------------------------------------------------------------------------WORK EXPERIENCE Experience Level : Total 15 Year(s) of Experience Employment History • Company Name : Freelancer Position Title : Freelancer Specialization : Sales,Telemarketing, lead generation, cold-calling and appointment setting Role : Home based worker for various campaigns From/To : Started to work as a homebased worker on February, 2012 up to present Work Description:Handled various campaigns from different employers such as; Pensioner’s benefit for UK, auto insurance, credit repair, life insurance, health insurance, home warranty, home security, burial insurance, home improvement, timeshare and do cold-calling and telemarketing for B2B and B2C Calling prospective customer or clients and offer the products and services of the company Making calls to countries such as the USA, Canada, Australia and UK Most recent project handled: Real Estate,Staffing Manager, HR Recruiting Screener, Lead Generation for a reputation video,Telemarketer for a subscription company • Company Name : Teletech Lipa From/To : November,2010 - September, 2013 Position Title : Customer Care Associate Position Level : 1- 5 years Experienced Employee Specialization : Customer Service Role : Customer Service Specialist Industry : Call Center/ IT-Enabled Services / BPO Monthly Salary : Php 25000 Work Description: Handle complex calls from customers or internal partners Provide seamless delivery of sales, service and administrative requests by answering calls directed to the delivery center. Perform routine account-related transactions such as opening a new accounts, completing the account set-up process, performing account maintenance, etc… Other responsibilities could include the cross-selling or up-selling of products. Adheres to the established service level agreement and issues by successfully navigating the organization to resolve customer requests. • Company Name : Teleperformance From/To Position Title Position Level : 1- 5 years Experienced Employee : Customer Care Associate : April,2006 - October 2010 Specialization : Customer Service Role : Customer Service Specialist Industry : Call Center/ IT-Enabled Services / BPO Monthly Salary : Php 20000 Work Description: Handle calls from customers or internal partners Provide seamless delivery of sales, service and administrative requests by answering calls directed to the delivery center. Perform routine account-related transactions such as opening a new accounts, completing the account set-up process, performing account maintenance, etc… Perform soft collections and payment extension. Other responsibilities could include the cross-selling or up-selling of products. Adheres to the established service level agreement and issues by successfully navigating the organization to resolve customer requests. • Company Name : Genpact LLC From/To : Septembr 2002 - April 2006 Position Title : Customer Care Associate Position Level : 1- 5 years Experienced Employee Specialization : Customer Service Role : Customer Service Specialist Industry : Call Center/ IT-Enabled Services / BPO Monthly Salary : Php 20000 Work Description: Handle calls from the stock holders and shareholders Provide advice regarding the status of their stocks in the market. Perform routine account-related transactions such as opening a new accounts, completing the account set-up process, performing account maintenance, etc… Answers all the customer queries whether they are existing stock holders or shareholders or prospective stockholders. Other responsibilities could include the cross-selling or up-selling of other financial products. Adheres to the established service level agreement and issues by successfully navigating the organization to resolve customer requests . • Company Name : Advanced Contact Solutions From/To Position Title : Customer Care Associate Specialization : Customer Service Role : Customer Service Specialist Industry : Call Center/ IT-Enabled Services / BPO Monthly Salary : Php 20000 : Septembr 2002 – September 2006 Position Level : 1- 5 years Experienced Employee Work Description: Handle calls from the stock holders and shareholders Provide advice regarding the status of their stocks in the market. Perform routine account-related transactions such as opening a new accounts, completing the account set-up process, performing account maintenance, etc… Answers all the customer queries whether they are existing stock holders or shareholders or prospective stockholders. Other responsibilities could include the cross-selling or up-selling of other financial products. Adheres to the established service level agreement and issues by successfully navigating the organization to resolve customer requests . ---------------------------------------------------------------------------------------------------------------------------------------------------------FUNCTIONS AND DUTIES • Work as a Customer Service Representative in Residential Billing, also do up selling, explain bill to the customer, help customer find the right planning for them, and assist customer to understand the plan they have • Work as a replacement of the supervisor if supervisor is not around • Work as part of the collections management • Sales • Work as a Part-Time Virtual Assistant doing inbound and outbound calling, sales, telemarketing, cold-calling, lead generation and appointment setting • Handle B2B and B2C campaigns --------------------------------------------------------------------------------------------------------------------------------------------------------SUMMARY OF QUALIFICATION • Excellent time management, prioritizing, multi-tasking, organizational and communication skills. • Sales experience for more than 6 years • Hardworking, adaptable and able to work with minimum supervision. • Excellent interpersonal skills, assertive and self-motivated. • Billing Specialist • Have a collections background • Experienced Virtual Assistance doing inbound and outbound calling for more than a year • With experience Auto Insurance Sales, Life Insurance Sales, Health Insurance Sales, Home Security System, Home Warranty Sales, and appointment setting for more than one year. • Handle B2B and B2C campaigns • Expert in using CRM, Zendesk and Siebel ---------------------------------------------------------------------------------------------------------------------------------------------------------EDUCATIONAL ATTAINMENT 2001 – 1998 Emilio Aguinaldo College – United Nations Avenue, Taft, Manila • • 1998 – 1996 Bachelor of Science in physical Therapy 3rd – 5th year College De La Salle University- Dasmariñas, Cavite • 1st – 2nd year College