Charrlene Angel Alquizar

EMPLOYMENT HISTORY Coach (Officer-in-Charge) Sitel Philippines (Eastwood Libis, Quezon City) September 2018 – January 2019 CHARRLENE ANGEL ALQUIZAR CUSTOMER SERVICE REPRESENTATIVE -Handled a class and conducted Product Specific Training to 28 agents. This role enabled me to grow my potential as a lead. -Prepares and submits daily training report to Training and Quality Manager and other appropriate managers/team leaders. -Prepares, develops and conducts personal one-on-one training and development plans for agent. Directly supervises new hire trainees and delivers corrective action if required. -Maintains New Hire paperwork (e.g., attendance, coaching and corrective action, and status position change forms). Customer Service Representative Sitel Baguio Philippines October 2016 to December 2020 DIRECTV and AT&T (Cable and Internet company provider in the U.S.) PERSONAL PROFILE I am a professional multi-skilled Customer Service Representative with over four years experience in providing excellent and quality customer support and building customer loyalty. SKILLS & ABILITIES -Personal Coaching -Call Handling and Management -First Call Resolution -Email Etiquette -Email Handling and Management -Sales -Documentation -Fast Typist (50 wpm) -Provided time bound assistance to customers with BGIS (Billing, General Inquiry, Sales) inquiries, and Basic DVR Troubleshooting -Assisted in upgrading/downgrading customers tv subscription, and matching FAB's to WIN's to match customers preference. -Saving the sale for customer retention. Macys' (Retail company in the U.S.) -Answered Tier1/Tier2 and Backoffice emails about the products/services general inquiry within 24 hours. -Assisted customers on Order Entry and Service Recovery: placing orders, tracking packages, checking order status through phone/email, issuing refund, replacing damaged/defective and lost/stolen merchandise. -Answered escalations via phone/email to solve customers multiple concerns and keep their business. EDUCATIONAL HISTORY University of the Cordilleras Master in Business Administration, June 2018 CONTACT INFORMATION Home: - Cell:--119 Poblacion Norte, Sison, Pangasinan, Philippines, 2434 -Earned units University of the Cordilleras Bachelor of Science in Office Administration and Associate in Computer Office Administration, May 2016 -Student Assistant I have juggled working while studying in the university. I have started working on my first year in college during the second trimester and until I finished my degree.