Christine M. Banayos
Contact Details
Address
Mobile No.
Email
: Lot 5 Zone 6 Brgy. Pinmaludpod, Urdaneta City, Pangasinan
: - or -
:-or-
Personal Particulars
Age
Date of Birth
Nationality
Gender
Social Security #
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35 years old
30 September 1981
Filipino
Female-
Education
Degree Attained
Location
Course
Institute/University
: BS Computer Science
: Dagupan City, Pangasinan
: Computer Science
: Colegio de Dagupan
Work Experience
Company Name
Position Title
Location
Specialization
Industry
Duration
: Data Ladder
: Virtual Assistant – Customer Success Representative
: Suffield, CT
: Customer Support
: Customer Service
: January 2017 to Present
Work Description:
Main responsibility is to ensure that all all Expired and GEO leads are contact. Ensure that Hot leads and Nurture
leads are sent to the client and entered into the CRM. Follow up nurture leads. Download leads every beginning of
the month.
Company Name
Position Title
Location
Specialization
Industry
Duration
: (Freelancer)
: Social Media Management and Marketing
: US,AU
: Social Media Marketing
: Ad Sets / Social Media
: December 17, 2016 to Present
Work Description:
Main responsibility is to create a number of Ad sets per campaign (on Facebook) per instructed on daily task;
Expert in creating Broad ad sets and LaLs.
Company Name
Position Title
Location
Specialization
Industry
Duration
: Manuel’s Trading
: Marketing and Sales Manager
: Pinmaludpod, Urdaneta City
: Sales and Marketing
: Trading
: February 24, 2014 to January 6, 2017
Work Description:
Formulate strategies and Marketing plans to promote the product and the company. Promote community
awareness of the products, services within the community and manufacturing companies by arranging an
appointment with various companies). Project quarterly and yearly targets. Ensure that every confirmed
booking/order is delivered in a timely manner
Company Name
Position Title
Location
Specialization
Industry
Duration
: Thomson Reuters
: Customer Support Executive / Transactions helpdesk
: 3 World Square Upper Mckinley hill, Fort Bonifacio, Taguig City
: Technical & Helpdesk Support
: Financial & Risk management / Intelligent Information Provider
: Aug 29, 2009 – February 21, 2014
Work Description:
The Customer Support Executive has the greatest influence on the achievement of customer satisfaction and is
responsible for providing effective and courteous support to customers. This includes keeping a clear and active
focus on enquiry resolution and ensuring that all the necessary action is taken to resolve a customer's inquiry. To
achieve this the Customer Support Executives needs to have or develop and maintain a solid understanding of the
financial markets, and how the Thomson Reuters' data and products fit into this market. All Customer Support
Executives need to gain Thomson Reuters support credentials to demonstrate competency across our broad range
of products.
Responsibilities:
Log and classify all calls and requests for assistance in the call tracking database
Respond to customers' enquiries relating to information, product functionality and fault calls
Filter and escalate enquiries relating to other aspects of the Thomson Reuters business and handover to
the appropriate department
Manage the resolution process for customers relating to data and applications
Track enquiry resolution progress and proactively call customers with a status update or resolution
Follow the appropriate procedures to respond to issues and update appropriate notification to customers
when outages of a major nature occur
Resolving as many queries as possible on the first call
Identify and escalate problems affecting a number of customers or influencing the timely resolution of
one customer's enquiry.This would include escalations to the team leader and other support, sales or
engineering groups as appropriate.
Company Name
Position Title
Location
Specialization
Industry
Duration
: vCustomer
: Customer Support Representative
: Eastwood City, Libis, Quezon City
: Customer Service
: Call Center / IT-Enabled Services / BPO
: October 2008 – July 2009
Work Description:
Attracts potential customers by answering product and service questions; suggesting information about
other products and services
Opens customer accounts by recording account information
Maintains customer records by updating account information
Resolves product or service problems by clarifying the customer's complaint; determining the cause of
the problem; selecting and explaining the best solution to solve the problem; expediting correction or
adjustment; following up to ensure resolution
Maintains financial accounts by processing customer adjustments
Recommends potential products or services to management by collecting customer information and
analyzing customer needs
Prepares product or service reports by collecting and analyzing customer information
Contributes to team effort by accomplishing related results as needed
Company Name
Position Title
Location
Specialization
Industry
Duration
: 24/7 Customer
: Technical Support Representative / L2
: Makati City
: Technical Support Representative
: Call Center / IT-Enabled Services / BPO
: February 2008 – September 2008
Work Description:
Under general supervision, in a 24/7 in-bound call center environment, Technical Support Representatives will
provide technical and network problem resolution to end-users (customers) by performing a question diagnosis
while guiding users through step-by-step solutions. Solutions include, but are not limited to, resolving username
and password problems, uninstalling/reinstalling basic software applications, verifying proper hardware and
software set up, power cycling equipment, assisting with navigating around application menus and troubleshooting
email issues. Support will be provided by clearly communicating technical solutions in a user-friendly, professional
manner. Representatives will perform related work as required.
Responsibility:
Deliver service and support to end-users using and operating automated call distribution phone software,
via remote connection or over the Internet;
Interact with customers to provide and process information in response to inquiries, concerns, and
requests about products and services
Gather customer's information and determine the issue by evaluating and analyzing the symptoms;
Diagnose and resolve technical hardware and software issues involving internet connectivity, email
clients, IPTV, VOIP and more;
Research required information using available resources;
Follow standard processes and procedures;
Identify and escalate priority issues per Client specifications;
Redirect problems to appropriate resource;
Accurately process and record call transactions using a computer and designated tracking software;
Offer alternative solutions where appropriate with the objective of retaining customers' and clients'
business;
Organize ideas and communicate oral messages appropriate to listeners and situations;
Follow up and make scheduled call backs to customers where necessary;
Stay current with system information, changes and updates
Company Name
Position Title
Location
Specialization
Industry
Duration
: Teletech
: Technical Support Representative
: Novaliches, Quezon City
: Technical & Helpdesk Support
: Call Center / IT-Enabled Services / BPO
: July 2005 – March 2007
Work Description:
Responsible for providing telephone and/or email technical support and excellent customer service solutions to
users pertaining to PC technical problem
Responsibility:
Provides answers to clients by identifying problems; researching answers; guiding client through
corrective steps
Improves client references by writing and maintaining documentation
Participates in development of client training programs by identifying learning issues; recommending
instructional language
Accommodates client disabilities by recommending devices and techniques
Improves system performance by identifying problems; recommending changes
Updates job knowledge by participating in educational opportunities; maintaining personal networks.
Skills/Qualifications:
Problem Solving, LAN Knowledge, Help Desk Experience, Verbal Communication, Operating Systems, Phone Skills,
Customer Service, Quality Focus, PC Proficiency, System Administration
Company Name
Position Title
Location
Specialization
Industry
Duration
: West Contact Services
: Technical Support Representative
: Makati City
: Customer Service
: Call Center / IT-Enabled Services / BPO
: July 2006 – September 2006
Work Description:
Technical support representatives identify and solve by phone or e-mail the problems clients have after the
purchase of a product or service. The job requires good analytical skills and an excellent aptitude for
communication in order to provide clients with the help they need. As call centres are open 24/7, agents'
schedules are very flexible. It is not uncommon to have to be available days, evenings and weekends.
Company Name
Position Title
Location
Specialization
Industry
Duration
: Cyber City Teleservices
: Project Specialist
: Novaliches, QC
: Technical & Helpdesk Support
: Call Center / IT-Enabled Services / BPO
: July 2005 – May 2006
Work Description:
(Project Specialist)
Under limited supervision, assists the department with tracking all permits and projects including moves and
changes; maintains and updates tracking files, and performs related duties as assigned.
Responsibilities:
Tracks all permitting through the Department.
Updates and issues project numbers for the department.
Receives and tracks budget documents for each project.
Meets with facilities support crews weekly to coordinate moves
Assists with special projects as assigned
Responds to inquires over the phone and at the service counter.
Conducts research of information as requested
(Customer Support Representative / Call Center Agent)
Provides customer service support to the organization by obtaining, analyzing and verifying the accuracy of order
information in a timely manner. Initiates and/or implements corrective action as needed in order to ensure that an
excellent standard of service and a high level of customer satisfaction is maintained. Prepares customer service
summary reports. Co-ordinates the handling of difficult and/or unusual situations
Responsibilities:
Receives, processes and verifies the accuracy of orders from customers utilizing the organization's
internal CRM/mainframe systems and customer purchase orders
Initiates required action for response to customer service requests for order changes, including the
maintenance of order/customer information files and communicates changes to the appropriate
personnel/departments
Ensures and provides quality service to both internal and external customers
Receives inquiries from and/or contacts the organization's branch/regional offices to resolve a variety of
order-related issues
Accesses the company's internal systems to obtain and extract order information and provide customer
service management with the data for inclusion in various scheduled and special reports
Performs assigned system maintenance to various electronic order files
Participates and provides expertise as a member of the customer service's departmental team. The
team's objectives are develop and recommend changes to existing methods and systems to increase the
accuracy, efficiency and responsiveness of the customer service department as a whole
Summary of Skills
Strong work ethics
Positive and friendly attitude
Very good communication skills
Time management abilities
Problem solving skills
Team player
Very flexible and adaptable to change
Work well under pressure
