Charisse Angelica D Samonte

CHARISSE ANGELICA D. SAMONTE-Skype ID: charisse.angelica OBJECTIVE: I am a Client Service Professional with over 12 years’ experience of handling voice and email support Teams. My unique professional experience stems from years of various roles from agent to coach to supervisory level, providing excellent customer support, creative problem solving and building customer loyalty. COMPETENCIES: • More than 12 years of Client/Customer Service experience. • Excellent written and verbal communication skills, with an eye for detail. • Extremely productive in a high volume and high stress environment. • Well versed in MS Office that includes MS Word, MS Excel and Power Point • Self-starter with a Can do attitude. CERTIFICATIONS/COURSES: SOCIAL MEDIA ACADEMY September 2017 An Online Program for Social Media Marketers about strategy, tactics and best marketing practices to maintain and boost social presence and relevance. VIRTUAL ASSISTANT COURSE FOR BEGINNERS The Alpha VA Training November 2017 APPRENTICESHIPS: Content Contributor for Filipina Homebased MOMS (FHMOMS) November 2017 - Present FHMOMS is Facebook Community of Filipina Moms with a mission to help fellow mothers to take the first step in Freelancing, share the passion in learning skills and to enhance the ability to juggle both responsibilities of being a mother and a Freelancer Video Content - https://www.youtube.com/watch?v=rzStY1sA52c Kara Mia Educational Toys November – December 2017 Instagram Marketing – responsible for scheduling and posting Instagram posts and also engage with followers. EMPLOYMENT HISTORY: Upwork – Freelancer • December 13, 2016 - Present Alpargatas USA Wholesale Customer Service Associate (B2B)  Support the Independent Channel business for the Wholesale Division of Havaianas USA. Manage new account set ups, and ongoing support to Field Reps and retailers in US, process initial orders and order changes and fulfillment. Primary Responsibilities: • Answer phone and field calls/solve queries for centralized Customer Service Independent Channel. Provide effective and timely answers to Reps/Retailers using tools for proper case handling and effective responses • Register and resolve Independent channel claims related to logistic problems, quality and others • Conduct root cause analysis for the reported problems and recommend actions to solve them • Receive and address quality complaints from Independents and final consumers • Manage product replacements flow to final consumers with quality issues • Provide answers to all general inquiries from Retailers or Reps and maintain the FAQ database updated • Manage return authorization process and replacement orders • Initiate and manage credit memo process • Assist with payment follow-up, invoice needs and credit limit/ card updates in order to prevent credit hold issues • Support with account set-up process • Update and maintain account master data • Assure all communication with final consumers is aligned with Brand strategy and attributes • Responsible to manage quality complaints and issue replacements or refund orders when applicable. ADP Philippines Inc. • May 2, 2011 – July 26, 2016 Small Business Services Implementation Manager (East/South Region) – August 18, 2014 – July 26, 2016       Provides direction and leadership to a team of Implementation Specialists and manage all aspects of day-to-day operations of the team but not limited to payroll processing, systems training, money movement products, garnishments and tax compliance. Responsible for mentoring, developing and maintaining a high-performing and self-sufficient team who support small business clients who choose to outsource their payroll processing needs Track various productivity and performance standards, to ensure that established standards are achieved, especially during critical activity periods Functions as a consultant and collaborates with Sales, Back Office Support and Resource Coordinators in ensuring that orders are built, Implementation milestones are accomplished, all payroll issues are addressed and that the client has successfully transitioned to the Client Service Department Resolves client and corporate escalations Responsible for the selection and hiring of new Implementation Specialists Small Business Services Implementation Analyst Manager (Midwest Region) – Aug 18, 2013 - Aug 17, 2014       As Back Office support, handled a team of 12-15 associates catering to businesses in the Midwest Region Worked as a business partner with Implementation Managers to resolve issues and achieve productivity goals. Collaborated with the Implementation Managers and Resource Coordinators in ensuring that orders are built and reviewed in a timely manner Responsible for distribution and managing of tasks to ensure that all orders meet recommended turn-around-time and Service Level Agreements Provided continuous development of associates through coaching and mentoring Served as a Mentor for the ADP Emerging Leaders Program – Cohort 1 Small Business Services (RUN Wholesale) Wholesale Team Manager – Aug 20, 2012 - Aug 17, 2013     Managed and maintained high level of performance and engagement through coaching and mentoring. Resolves escalations and complex payroll issues Oversee the distribution and management of tasks to ensure deadlines are met. Responsible for performance evaluation and management Totalsource (Employee Service Center) Team Manager - May 2, 2011 - Aug 19, 2012    Effectively supervised a team of 10-15 associates to ensure clients high quality service through one call resolution. Set clear goals and objectives, as well as regular coaching sessions and feedback on progress and development. Responsible for resolving escalated issues regarding benefits, payroll deductions and also assist worksite employees with any Human Resource issues. Convergys Philippines Services Corporation • August 2004 – October 2010 Team Leader • (Email Response Group- Main responsibilities at work include: • Providing real-time assistance to agents • Evaluating and providing feedback to employees to improve call/email quality and performance metrics and reach operational excellence • Analyzing call/email statistics to ensure performance and quality standards are met. • Resolving agent issues and implement disciplinary actions whenever necessary • Developing agents through regular coaching and mentoring As the Cluster POC, I am also responsible for: • Coordinating with the Service Level Team and the Commonwealth site to ensure service level requirements are met. • Attending Daily Client Calls together with the Operation Managers to discuss trends and issues being encountered by the agents • Updating the Cyber LaunchPad (webpage) to ensure that both Alabang and Commonwealth sites are calibrated with email processes and Daily Client Call updates • Generating Daily, Weekly, Monthly APT (Average Processing Time) Reports to show individual, team and overall Site Performance • Ensuring accuracy of Scorecards of the Cyber Cluster before final submission to the Site POC. As the Cluster Point of Contact for Monthly scorecards, I validate and then collate all scorecard disputes before being forwarded to the Site Point of Contact. eTelecare International • April 2003 – May 2004 Customer Sales Representative Made outbound sales calls to encourage prospective customers to do business transactions and provide necessary information about products being offered. Also responsible for recording outbound call history, customer’s response in detail and processing orders. Accounts handled include: Pitney Bowes, Veranet Solutions, National Online and Hooked on Phonics. EDUCATION De La Salle University-Dasmariñas • 1999 - 2003 BSBA Entrepreneurial Management Bloomfield Academy • 1995 – 1999 References to be furnished upon request