Delilah Baguio

Delilah​ ​Tulod​ ​Baguio Pilipog​ ​Cordova​ ​Cebu Cellphone​ ​No.​ ​(0925)​ ​557​ ​7736 Email​ ​Address​​ ​:​-OBJECTIVES: ● Seeking to obtain a long and successful career where I can utilize my extensive background in customer s Use my ability to produce exceptional work to hit targets and attain the goals of the company aiming at m growth. CAREER​ ​SNAPSHOT: ● ● ● ● ● ● ● ● ● ● ● ● ● ● Knowledgeable​ ​in​ ​Shopify,​ ​eBay,​ ​Amazon,​ ​OWA​ ​and​ ​inkFrog. Knowledgeable​ ​in​ ​advanced​ ​excel​ ​formula​ ​and​ ​macro​ ​VBA. Created​ ​MP9171BW​ ​Converter​ ​using​ ​Macro​ ​VBA. Knowledgeable​ ​in​ ​Lotus​ ​Notes. Knowledgeable​ ​in​ ​Servicenow​ ​ticketing​ ​tool. Generates​ ​Monthly​ ​Operations​ ​Scorecard​ ​presentation​ ​packages​ ​for​ ​both​ ​Geo​ ​and​ ​Worldwide​ ​MPS​ ​accounts Create​ ​Orders,​ ​Invoices,​ ​Delivery​ ​Reports​ ​and​ ​Sales​ ​Reports​ ​using​ ​SAP. Efficient​ ​in​ ​doing​ ​administrative​ ​tasks​ ​such​ ​as​ ​office​ ​works​ ​and​ ​reports​ ​creation. Highly skilled in customer care, relationship building, problem solving, root cause analysis, action plan ta coaching,​ ​and​ ​mentoring. A consistent top performer in quality and customer satisfaction with extensive knowledge of processe principles for providing customer and personal services, including customer needs assessment, meeting standards​ ​for​ ​services,​ ​and​ ​evaluation​ ​of​ ​customer​ ​satisfaction. Process​ ​sales​ ​orders,​ ​replacements,​ ​refunds,​ ​credit​ ​memos,​ ​tracking​ ​and​ ​order​ ​confirmations. Experienced​ ​in​ ​grading​ ​calls​ ​and​ ​coaching​ ​agents​ ​for​ ​those​ ​failed​ ​sessions. Strong​ ​background​ ​in​ ​Microsoft​ ​Office​ ​products​ ​and​ ​Windows​ ​application​ ​including​ ​latest​ ​version​ ​and​ ​editio Knowledgeable​ ​in​ ​creating,​ ​editing,​ ​and​ ​updating​ ​specific​ ​domains​ ​and​ ​websites. WORKING​ ​EXPERIENCE: Lexmark​ ​Research​ ​and​ ​Development​ ​Corp. (Customer​ ​Experience​ ​Data​ ​Analyst) August​ ​01,​ ​2016​ ​to​ ​Present Duties​ ​&​ ​Responsibilities: ➢ Responsible​ ​in​ ​gathering​ ​and​ ​analyzing​ ​Lexmark​ ​customer​ ​product​ ​satisfaction​ ​feedback​ ​and​ ​information​ ​da from​ ​several​ ​product​ ​life-cycle​ ​surveys. ➢ Be​ ​able​ ​to​ ​bring​ ​visibility​ ​and​ ​advocacy​ ​to​ ​customer​ ​needs​ ​and​ ​pain​ ​points. ➢ Coordinates​ ​with​ ​WW​ ​CE​ ​to​ ​strategically​ ​implement​ ​improvement​ ​programs​ ​and​ ​plans​ ​to​ ​attain​ ​industry leadership​ ​in​ ​customer​ ​experience. ➢ Reduce​ ​or​ ​eliminate​ ​the​ ​causes​ ​of​ ​negative​ ​comments​ ​on​ ​customer​ ​experience. ➢ Work​ ​effectively​ ​with​ ​team​ ​members​ ​across​ ​other​ ​departments​ ​in​ ​order​ ​to​ ​provide​ ​exceptional​ ​support​ ​for customers​ ​as​ ​well​ ​as​ ​internal​ ​clients. ➢ Lead​ ​the​ ​efforts​ ​of​ ​the​ ​Customer​ ​Experience​ ​team​ ​in​ ​the​ ​increasing​ ​customer​ ​loyalty​ ​in​ ​general​ ​and​ ​attainm the​ ​departmental​ ​objectives. Lexmark​ ​Research​ ​and​ ​Development​ ​Corp. (Global​ ​Reporting​ ​Specialist) April​ ​28,​ ​2014​ ​to​ ​July​ ​31,​ ​2016 Duties​ ​&​ ​Responsibilities: ➢ Provides​ ​details​ ​transaction​ ​support​ ​in​ ​a​ ​day​ ​to​ ​day​ ​communication​ ​to​ ​ensure​ ​effective​ ​and​ ​efficient​ ​operatio accurate​ ​timely​ ​billing​ ​detail​ ​and​ ​contractual​ ​compliance​ ​in​ ​a​ ​managed​ ​services​ ​model. ➢ Actively​ ​manage​ ​customer​ ​assets​ ​in​ ​the​ ​ARMS​ ​system​ ​(Installs,​ ​SWAPs,​ ​removals,​ ​contract​ ​rate​ ​changes,​ ​co extensions). ➢ Actively​ ​manage​ ​customer​ ​consumables​ ​orders​ ​and​ ​returns​ ​in​ ​the​ ​CMS​ ​system. ➢ Generate​ ​billing​ ​details​ ​for​ ​monthly/quarterly​ ​invoice​ ​generations. ➢ Generate​ ​toner​ ​reconciliation​ ​calculations​ ​and​ ​files​ ​to​ ​enable​ ​customer​ ​invoicing. ➢ Generate​ ​quarterly​ ​operations​ ​reporting​ ​packages​ ​for​ ​presentation​ ​to​ ​the​ ​customer. ➢ Adheres​ ​to​ ​the​ ​documented​ ​processes​ ​for​ ​MPS​ ​operations. ➢ Identifies​ ​and​ ​escalate​ ​process​ ​gaps​ ​and​ ​opportunities​ ​for​ ​improvement. ➢ Ensures​ ​that​ ​contractual​ ​compliance​ ​is​ ​maintained​ ​in​ ​all​ ​day​ ​to​ ​day​ ​operations. ➢ Provides​ ​monthly,​ ​quarterly,​ ​and​ ​annual​ ​performance​ ​metrics​ ​information​ ​and​ ​analysis. ➢ Recommends​ ​and​ ​implements​ ​operations​ ​techniques​ ​to​ ​improve​ ​productivity,​ ​increase​ ​efficiency,​ ​cut​ ​costs,​ advantage​ ​of​ ​opportunities,​ ​and​ ​maintain​ ​state-of-the-art​ ​practices​ ​in​ ​all​ ​aspects​ ​of​ ​the​ ​operations. Lexmark​ ​Research​ ​and​ ​Development​ ​Corp. (Order​ ​Management​ ​Specialist) November​ ​28,​ ​2011​ ​to​ ​April​ ​25,​ ​2014 Duties​ ​&​ ​Responsibilities: ➢ Manages​ ​the​ ​mailbox​ ​and​ ​evenly​ ​distributes​ ​POs​ ​to​ ​each​ ​member​ ​of​ ​the​ ​team. ➢ Provides​ ​operational,​ ​analytical​ ​and​ ​administrative​ ​support​ ​for​ ​order​ ​entry/fulfillment. ➢ Ensure​ ​accurate​ ​entry​ ​of​ ​all​ ​required​ ​data​ ​for​ ​all​ ​orders​ ​into​ ​SAP. ➢ Resolve​ ​all​ ​administrative​ ​issues​ ​that​ ​may​ ​arise​ ​during​ ​the​ ​order​ ​fulfillment​ ​process,​ ​e.g.​ ​Price​ ​Discrepancy, Minimum​ ​Order​ ​Quantity,​ ​Minimum​ ​Order​ ​Value,​ ​Obsolete​ ​or​ ​End​ ​of​ ​Life​ ​parts. Central​ ​BPO (Customer​ ​Service​ ​Staff) January​ ​3,​ ​2011​ ​to​ ​November​ ​24,​ ​2011 Duties​ ​&​ ​Responsibilities: ➢ Handles​ ​customer​ ​service​ ​calls. ➢ Process​ ​sales​ ​orders,​ ​replacements,​ ​refunds,​ ​tracking​ ​and​ ​order​ ​confirmations. ➢ Process​ ​credit​ ​memos. ➢ Process​ ​RGA​ ​requests​ ​from​ ​customers. ➢ Carry​ ​out​ ​follow-ups​ ​made​ ​for​ ​accounts​ ​with​ ​issues. ➢ Forwarding​ ​faxes. ➢ Creates​ ​dealer​ ​log​ ​in. ➢ Send​ ​out​ ​tracking​ ​numbers​ ​to​ ​customer​ ​upon​ ​shipping. ➢ Send​ ​out​ ​forms​ ​upon​ ​request​ ​from​ ​customers. CONVERGYS (QE/TL​ ​Assist/Subject​ ​Matter​ ​Expert) September​ ​12,​ ​2009​ ​to​ ​January​ ​2,​ ​2011 Duties​ ​&​ ​Responsibilities: ➢ Listen​ ​to​ ​the​ ​calls​ ​of​ ​agents​ ​and​ ​grade​ ​it. ➢ Coached​ ​agents​ ​for​ ​those​ ​failed​ ​sessions. ➢ Attends​ ​call​ ​calibration​ ​and​ ​call​ ​listening​ ​with​ ​the​ ​production​ ​management​ ​to​ ​enhance​ ​call​ ​quality,​ ​custome experience​ ​and​ ​to​ ​improve​ ​the​ ​performance​ ​of​ ​the​ ​account​ ​as​ ​a​ ​whole. ➢ Gather,​ ​analyze,​ ​and​ ​construct​ ​raw​ ​data​ ​and​ ​convert​ ​it​ ​to​ ​a​ ​polished​ ​report​ ​using​ ​Excel. ➢ Assist,​ ​coach,​ ​and​ ​shares​ ​product​ ​knowledge​ ​and​ ​processes​ ​to​ ​the​ ​new​ ​hires​ ​to​ ​help​ ​their​ ​daily,​ ​weekly,​ ​and monthly​ ​progress. ➢ Creates​ ​product​ ​presentation,​ ​makes​ ​initiatives,​ ​and​ ​conducts​ ​teach​ ​backs​ ​to​ ​the​ ​transition​ ​agents​ ​to​ ​ensure understanding​ ​on​ ​the​ ​processes. ➢ Motivates​ ​agents​ ​with​ ​Non​ ​Top​ ​Box​ ​surveys​ ​through​ ​intensive​ ​one​ ​on​ ​one​ ​coaching,​ ​call​ ​listening​ ​and​ ​real-t coaching. CONVERGYS (Customer​ ​Service​ ​Representative) August​ ​04,​ ​2008​ ​to​ ​September​ ​11,​ ​2009 Duties​ ​&​ ​Responsibilities: ➢ Answers​ ​inbound​ ​calls​ ​within​ ​high​ ​call​ ​volume​ ​environment​ ​(handling​ ​an​ ​average​ ​of​ ​70-80​ ​calls) ➢ Answer​ ​pre-sales​ ​information,​ ​basic​ ​troubleshooting​ ​steps​ ​in​ ​resolving​ ​their​ ​issues​ ​and​ ​product​ ​warranty​ ​op for​ ​them​ ​to​ ​come​ ​out​ ​with​ ​an​ ​educated​ ​decision. 1&1​ ​PHILS.​ ​INC. (Technical​ ​Support​ ​Representative) June​ ​16,​ ​2007​ ​to​ ​July​ ​20,​ ​2008 Duties​ ​&​ ​Responsibilities: ➢ Answer​ ​the​ ​query​ ​of​ ​the​ ​customer​ ​if​ ​they​ ​have​ ​issues​ ​with​ ​their​ ​domains. ➢ Help​ ​customers​ ​create,​ ​edit​ ​and​ ​update​ ​their​ ​websites. ➢ Answer​ ​the​ ​queries​ ​of​ ​the​ ​Customers​ ​with​ ​regards​ ​to​ ​the​ ​products. DUTCH​ ​BOY​ ​PHILS.​ ​INC. (Customer​ ​Service​ ​Representative) January​ ​23,​ ​2006​ ​to​ ​March​ ​30,​ ​2007 Duties​ ​&​ ​Responsibilities: ➢ Issue​ ​Delivery​ ​Receipt​ ​and​ ​Invoice​ ​using​ ​SAP ➢ Control​ ​Minimum​ ​and​ ​Maximum​ ​Stock​ ​Quantity ➢ Create​ ​reports​ ​such​ ​as​ ​Sales​ ​Reports,​ ​Inventory​ ​Reports,​ ​Counter​ ​Receipts​ ​and​ ​others. ➢ Answer​ ​the​ ​queries​ ​of​ ​the​ ​Customers​ ​with​ ​regards​ ​to​ ​the​ ​products. EDUCATIONAL​ ​BACKGROUND​ ​: Level Field​ ​of​ ​Study Major Institute/University Year​ ​Graduated Award/Achievement(s) School Year​ ​Graduated Address Award/Achievement(s) :​ ​Bachelor​ ​Degree :​ ​Bachelor​ ​of​ ​Science​ ​in​ ​Information​ ​Technology :​ ​Software​ ​Applications :​ ​Asian​ ​College​ ​of​ ​Technology :​ ​October​ ​2005 :​ ​Cum​ ​Laude​ ​&​ ​Civil​ ​Service​ ​Eligible :​ ​Pajo​ ​National​ ​High​ ​School :​ ​March​ ​2001 :​ ​Sangi​ ​Lapu-Lapu​ ​City :​ ​Damath​ ​3rd​ ​ ​ ​Placer School Year​ ​Graduated Address Award/Achievement(s) :​ ​Pajo​ ​Elementary​ ​School :​ ​March​ ​1997 :​ ​Sangi​ ​Lapu-Lapu​ ​City :​ ​Third​ ​Honorable​ ​Mention PERSONAL​ ​BACKGROUND​ ​: Date​ ​of​ ​Birth Age Birthplace Civil​ ​Status Sex Weight Height Citizenship Religion Interests Number​ ​of​ ​Children Name​ ​of​ ​Children :​ ​January​ ​28,​ ​1984 :​ ​32​ ​years​ ​old :​ ​Pilipog,​ ​Cordova​ ​Cebu :​ ​Single :​ ​Female :​ ​105​ ​lbs. :​ ​5’0​ ​inch. :​ ​Filipino :​ ​Jehova’s​ ​Witness :​ ​Reading,​ ​Singing,​ ​Watching​ ​TV :​ ​1 :​ ​Jodel​ ​Israel​ ​Cañete :​ ​Joli​ ​Israel​ ​Cañete Name​ ​of​ ​Father :​ ​Rosalio​ ​O.​ ​Baguio Occupation :​ ​Fruit​ ​Vendor Name​ ​of​ ​Mother :​ ​Honorina​ ​T.​ ​Baguio Occupation :​ ​Fruit​ ​Vendor Their​ ​Address :​ ​Pilipog​ ​Cordova​ ​Cebu Language/Dialects​ ​Spoken :​ ​English,Tagalog​ ​&​ ​Cebuano Person​ ​to​ ​be​ ​Notified​ ​in​ ​case​ ​of​ ​Emergency:​ ​Mrs.​ ​Honorina​ ​T.​ ​Baguio Address :​ ​Pilipog​ ​Cordova​ ​Cebu Cellphone​ ​Number :​ ​(0926)​ ​- REFERENCES​ ​: Name Company Position Contact​ ​No. :​ ​Shyrl​ ​Mae​ ​Alguno :​ ​Lexmark​ ​Research​ ​and​ ​Development​ ​Corp. :​ ​Key​ ​User :​ ​- Name Company Position Contact​ ​No. :​ ​Lee​ ​Escobal :​ ​Central​ ​BPO :​ ​Team​ ​Supervisor :​ ​- Name Company Position Contact​ ​No. :​ ​Kristine​ ​Grace​ ​Ouano :​ ​Convergys :​ ​Team​ ​Supervisor :​ ​-