CHARISMA T. POTOLIN
Blk 2 Lot 10 Phase 6001 Villa Lara Jubay Liloan,
Cebu 6002 Philippines-#-
Skype Id: chpotolin
VISION:
To be able to help the business in generating revenue by right decision making without compromising a world class customer service experience.
Competencies:
Adaptability
Resourceful
Decision making
Effective communication
Efficient
CAREER OBJECTIVE:
To continue to grow in knowledge, train, influence and continue to seek challenging roles and responsibility, with an opportunity for growth and career advancement.
PROFESSIONAL BACKGROUND AND ACCOMPLISHMENTS:
Online English Tutor, Acadsoc.com.ph
Employed September 2017 up to present
Exam Preparing Training October 2017
Fraud Specialist II, JP Morgan Chase Bank N.A GSC Philippines
Employed Ocotober 2010 up to present
FCC, 24 months tenure
PMC rating at Exceeds Expectations DECEMBER 2015
Zenith awardee September and October 2015.
Financal Service Advisor, JP Morgan Chase Bank N.A GSC Philippines
CANADA-CMS SEARS, served LOB for 1 year and 6 months and exceeded line of business metric at HIGH MEETS
Partners CANADA-CMS
CSAT POC for Partner Queue
Perfect Dependability for 2 Quarters in 2013
Perfect Dependability for 1 Quarter in 2014
Top Submitter for Customer Experience Capture Tool (CECT) for 2 quarters in 2013 and Q1 2014
CECT commendation for Marriott card on Car Collsion Damage Insurance Manual
Making A Difference Awardee (October 2013)
Quality Analyst – L2, Wipro BPO Philippines Ltd, Inc.
September 2009 to October 2010
Monitor calls, provide real time feedback to agents, evaluate calls for clients and create action plans.
Customer Service Representative, Wipro BPO Philippines Ltd. Inc.
Employed from June 19, 2009 to December 2009
Provide assistance on rate of gas and electricity.
Passed quality monitoring for 2 quarters and promoted to quality assistance.
Customer Service Representative, eTELECARE Global Solutions
Employed from November 2007 to December 2008
Provide assistance with billing concerns and plan
Provide basic troubleshooting with customer’s mobile phones
Exceeded the Q3 75% Issue Resolution ( IR ) minimum requirement by achieving a 100% IR
Part of Quartal One Ranking, group of top agents of the program
Promo Officer, Globe-Cash Cagayan de Oro Site
Employed from January 2007 to September 2007
Informed both Globe subscribers and non-subscribers regarding the new service of Globe
Assisted customers with registration and service usage
Internet Cafe Attendant, Cyber1
Employed from June 2006 to December 2007
Assisted customers with their computer and internet usage
Provide basic troubleshooting with the cafe’s computers and internet connection
EDUCATIONAL BACKGROUND AND ACCOMPLISHMENTS:
PRIMARYWEST CITY CENTRAL ELEMENTARY SCHOOL
Attended from June 1991 – March 1996
Belonged to the top 10 students of the class
JUNOB ELEMENTARY SCHOOL
Attended from June 1996 – March 1997
Belonged to the top 10 students of the class
SECONDARYJUNOB NATIONAL HIGH SCHOOL
Attended from June 1997 – March 2001
Awarded with the Best Science Investigatory Project – Intraschool Competition
Awarded 3rd Place – Interschool Science Investigatory Project Competition
TERTIARYCAGAYAN DE ORO COLLEGE ( PHINMA EDUCATION NETWORK )
Attended from June 2001 to October 2007
Champion – Badminton Doubles, COC Intramurals 2006 and 2007
Graduate, Bachelor of Science in Computer Engineering
TRAININGS AND SEMINARS ATTENDED:
Voice and Accent Training, JP Morgan Chase Bank N.A. GSC Philippines
Attended training last October 2010
Training included Canadian culture, langauge and accent.
Financial Service Adviser, JP Morgan Chase Bank N.A. GSC Philippines
Attended training last October 2010
Training included billing on credit card services, activating card, changing address, adding authorize user and intensive privacy training about card security.
Fish Training, Wipro BPO Philippines Ltd. Inc.
Attended training last January 2010
Training included improving productivity and how to create a fun working environment.
Customer Service Representative, Wipro BPO Philippines Ltd. Inc.
Attended the training last June 2009
Training included how to read elctric and gas meter and book service maintenance.
DELL CBG TECHNICAL SUPPORT TRAINING, eTELECARE Global solutions
Attended the training last March 2009 – May 1, 2009
Training included hardware troubleshooting, hardware disassembly, basic sofware installation and troubleshooting.
SPRINT CUSTOMER SERVICE TRAINING, eTELECARE Global Solutions
Attended the training last December 2007 – January 2008
Training included basic cellphone troubleshooting and billing assistance
LEADERSHIP TRAINING SEMINAR, Cagayan de Oro College-PHINMA Education Network
Attended the training last April 2006
Training included basic fundamentals of leadership and its applications
CHARACTER REFERENCES:
Katherine Vidrine
Team Leader
JP Morgan Chase bank N.A. GSC Philippines-
Regie Meneses
Team Leader
JP Morgan Chase bank N.A. GSC Philippines-
