Chona Villanueva

CHONA ESCANO VILLANUEVA Personal Summary I am a hard-working, motivated and enthusiastic person with a proven track record in the Customer Service field. I always strive to achieve the highest standard possible, at any given task and in any situation. I am accustomed to working in a challenging and fast-paced environment, particularly when dealing with multiple projects and priorities at the same time. Skill Highlights Contact Address: Phone: (- Email:- Languages English – C2 • • • • • Service-focused Strong decision maker Complex problem solver Excellent ability to demonstrate, promote, and sell. Proficient in Microsoft Office – MS Excel, MS Word, MS PowerPoint Work Experience Customer Service Representative (Email) - October 2016 to March 2018 Sitel Group Tarlac, Philippines Key Responsibilities: • Respond to customer web inquires regarding online orders. • Assist customers in email regarding placing orders, order confirmation, product/promotion questions, shipping status, returns, etc. with the goal of increasing business, customer satisfaction and retention. • Document customer issues and inputs in the ticketing system. • Work directly with customers to resolve order-related issues. • Assist customers with comprehensive technical support of their product. • Provide recommendations on product purchases. SALES REPRESENTATIVE - October 2015 to March 2016 Sitel Group Tarlac City, Philippines Key Responsibilities: • Educate and sell customers on the benefits of various products • Answered any inquiries raised about pricing and availability. • Selling products and services using solid arguments to prospective customers. • • Maintaining positive business relationships to ensure future sales Keep abreast of best practices and promotional trends SUBJECT MATTER EXPERT - October 2010 to September 2015 Sutherland Global Services Tarlac City Key Responsibilities: • Taking in escalated calls. • Providing knowledge, resources and information to support agents. • Assist advisors with material request and account updates. • Coaching and training agents on improving Customer Interaction and offering advisors guidance. Awards and Recognition Received • • • Excellence Award – August 2016 - An award given to top performing consultants. Excellence Award – First Quarter of 2016 – An award given to top performing consultants. Sutherland Platinum Award for Leadership – November 2013 – An award given to employees who have shown great leadership skills. Leadership is one of the 5 core values of the organization. Education TARLAC STATE UNIVERSITY Tarlac City, Philippines • Undergraduate - Bachelor of Secondary Education Major in Social Studies (2016 – 2019) MUNTINLUPA NATIONAL HIGH SCHOOL (2009) – High Honors Muntinlupa City, Philippines DUMARAIS ELEMENTARY SCHOOL (2005) – High Honors Tarlac City, Philippines Contact References Mylar Alverne Operations Manager, Staples.com SItel Philippines Darwin Cabanes Team Leader, FTD Sutherland Global Services Douglas Ferrer Professor Tarlac State University