Cherry Catulay

Mrs. Cherry V. Catulay Don Gervacio, Quijada Street, Villa Salud II, Guadalupe Cebu City Contact Number - OBJECTIVE To work in an environment that would contribute more to my knowledge and expose me to the different responsibilities that would help my growth as an individual. PERSONAL DATA Birth date: Civil Status: Gender: Religion : January 11, 1973 Married Female Roman Catholic EDUCATIONAL BACKGROUND Primary Education April 1986 St. Theresa’s College Cebu City, Philippines Secondary Education March 1990 St. Theresa’s College Cebu City, Philippines College- Cebu Doctor’s College Cebu City, Philippines Bachelor of Science Major in BIOLOGY Graduated March- University of San Carlos Talamban, Cebu Bachelor of Fine Arts Major in INTERIOR DESIGN- Center for Healthcare Profession Mandaue City, Cebu Licensed Practical Nursing Graduated April 2008 JOB EXPERIENCE Guest Service Officer/ Front Desk Officer September 1997 – March 1999 Shangri-La’s Mactan Island Resort and Spa Punta Ingano, Cebu - Verifying identification and signing in guests - Acts as liaison between clients and executive staff - Check guests in and out - Process payments, Forex - Specializes in handling customer concern Golden Circle Assistant Administrator December 1997- March 1999 Shangri-La’s Mactan Island Resort Punta Ingano, Cebu - Specializes in handling VIPs concerns Ensure outstanding customer service and VIPs satisfaction Corporate Key Account Officer July 2001- January 2004 Asia Brewery Incorporated A.S. Fortuna, Mandaue City - Responsible for managing key accounts mainly on-premise outlets - Maintaining a long-term relationship with accounts and maximizing sales opportunities - Manage sales and client relationship Telephone Banker October 2010- April 2011 JP Morgan and Chase E-Bloc Asia Town IT Park Lahug, Cebu City - Maintain and manage well-developed professional knowledge of entire product and services offered - Account services to customers by loan payments, time deposits, money transfers and card payments - Provide exceptional customer service including online banking - Carry out various financial transactions for customers Customer Representative / Billing Analyst General & Billing September 2013 to September 2014 Accenture Inc. Cebu City - Process payments for billed, overdue and actual balance by debit/credit card - Ensures that invoices and financial documents are processed - Keep updated records of financial transactions and customer account status - Review billing reports to ensure accuracy - Provide information regarding customers contract (start date, end date, remaining months, possibility of early upgrade, buyout fees, insurance, etc.) - Provide usages, sends ebill Handles bill dispute, usages and complaints Modify any account information and network settings as per customers request Do basic troubleshooting Handles CSG returns and exchange Handles booking for repairs Subject Matter Expert / EVO ChampIon General & Billing September 2014 to present Accenture Inc. Cebu City - Provides knowledge and expertise in specific subject mainly billing and providing excellent customer service - Handles escalation calls and complaints - Review, improve, teach and guide agents in calls - Coaching agents on how to reach their glide path - Raise issues and tickets to clients during EVO Go Live - Exposure in the process and procedures of Mobile Transformation Program - User Acceptance Testing (MTP-UAT), verifying business processes and tools in the live environment in United Kingdom from July 27,2014 to September 27, 2014 - Well-versed in detecting errors and conducting user acceptance testing by executing test cases - Identifying defects and perform root cause analysis by analyzing data quality issues - Handles Academy or Nesting for new agents before they go live in production - Tracks and raise tickets for any defects encountered by agents - Provides updates for ongoing tickets to Team Managers and SMEs TRAININGS: March to November,2016 Team Captain Program Accenture, Inc. Cebu City September 1997 Service Plus Shangrila’s Mactan Island Resort Punta Ingano, Cebu November 1997 Golden Circle Training for VIP guests Shangrila’s Mactan Island Resort Punta Ingano, Cebu July 2001 Corporate Key Accounts Training Allied Building Makati, Metro Manila Dec 2011 Voice and Accent JP Morgan & Chase E-Bloc Building, Asia Town IT Park Lahug, Cebu City Jan 2012 Product and Online Banking JP Morgan & Chase E-Bloc Building, Asia Town IT Park Lahug, Cebu City Skills Summary: - Self motivated, able to set effective priorities to achieve immediate and long-term goals and to meet operational deadlines Adapt easily to new concepts and responsibilities. Easily accept changes Can work under time pressure and willing to undergo trainings to enhance performance. Proficient in Written and Spoken English Character Reference: Ms. Sandy Jo Ann Soontit Accenture Operations- Senior Team Manager Project Blaze Mobile Number: -