Cinderella Tovera

CINDERELLA O.TOVERA 35 yrs. old --- About me: 1667 Espiritu St., Brgy. Baclaran Parañaque City, Philippines April 24, 1982 Roman Catholic Single in status but with 2 kids Education: ABE Intl. College of Business and Economics Bachelor of Science in Tourism SY:- Taytay National High school High School Diploma Graduation Date: 2001 Work related experiences: TSR II Convergys Mall of Asia Sep 2014 - Jan 2016 (1 year 5 months) Industry: Call Center / IT-Enabled Services / BPO Role: IT Support/Helpdesk Account: HP Printers and KV Laptops Technical support for HP Printers and KV Laptops/Notebooks. When our team lead or supervisor is on a meeting or on leave, I fill in. Also supported other teams and nesting agents. Aside from giving directions or steps, giving my approval to agents to close resolved cases is one of the most important tasks that I’ve fulfilled. Billing Chat Representative Convergys G5 Makati July 2013 - Dec 2013 (5 months) Industry: Call Center / IT-Enabled Services / BPO Specialization: Customer Service Account: AT&T Mobility Inbound for AT&T collections. I also analyze accounts and give proper recommendations to customers that will help them manage their bills better. I add/delete plans and change billing cycle if necessary. Offer payment plans to qualified accounts as per supervisors’ approval. Collections Agent Convergys Philippines G5 Jun 2012 – Nov 2012 (5 months) Industry: Call Center / IT-Enabled Services / BPO Specialization: Customer Service Role: Resolution Specialist Account: AT&T Mobility Billing Chat representative explains everything about bill, charges, and plans to customers. Changing customers’ plan as per their request (suitable to their budget and needs) and giving options on how they can keep their accounts current are 2 of my specialties. CSR ACS (Affiliated Computer Services) Apr 2009 - Oct 2009 (7 months) Industry Call Center / IT-Enabled Services / BPO Specialization: Customer Service Role: Resolution Specialist I assist customers by setting up appointments for repairs w/ authorized service providers. And if the unit is out of warranty, by following the guidelines and supervisors’ approval, I offer parts and/or labor concession as one-time support or search and provide contact details of service centers near them. Credit Analyst IQOR Philippines Jul 2008 - Jan 2009 (7 months) Industry: Call Center / IT-Enabled Services / BPO Specialization: Customer Service Account: AMEX My job was to collect debts and explain the reasons why adverse actions were granted on the customer's credit account, such as cancellation, line of credit reduction and limit set. I also advise customers on how to lift the hold and keep their account in good standing.