divine grace A. Dumalogdog
Brgy. San Vicente Leganes, Iloilo City Philippines 5003 - /-
Skype:--
Skills:
Highly self-motivated and goal oriented professional.
Professional experienced at working in fast-paced environment demanding strong organizational, technical and interpersonal skills.
Good interpersonal skills including service, confidentiality and negotiation.
Excellent organizational skills, problem solving and phone skills.
Ability to remain calm under pressure and able to multi-task.
Ability to work quickly in a fast paced environment; work well as a team member and work well independently.
Professional Experience:
Consumer Advocacy Representative
Risk Solutions Operations (LexisNexis)
Reed Elsevier Shared Services (Philippines) Inc.
July 6, 2017 – October 2017
Frist point of contact for consumers via telephone and email
Provide authentication during all consumer contacts to uphold security and privacy of PII and SPII.
Provide disclosures to consumers
Assist consumers in filing disputes for all products.
Able to review and analyze reports and instruct the consumer on the best way to dispute a specific claim.
Research dispute request to ensure disputes are accurate and warranted.
Perform training on consumers, training them on reports, claim information reason codes, etc.…
Identify inadvertent and/or unauthorized reports and provide the correct report to the consumer.
Researching multiple databases for consumer’s information.
Work with Dispute and Resolution Teams to resolve consumer disputes.
Contact consumers to respond to inquiries, notify them of the claim investigation results and any planned adjustments.
Keep records of the customer interactions and transactions, recording details of inquiries, complaints and comments, as well as actions taken in the approved CRM ( RightNow, MBSi)
Utilize database to enter disputes and Personal Identifiable Information (PII) and ensure timely completion of disputes to meet or exceed the SLA set forth by FTC/FCRA. The objective is to minimize risk of litigation being filed against LexisNexis.
Perform other duties as assigned.
Account Solution Specialist (Healthcare)
Risk Solutions Operations (LexisNexis)
Reed Elsevier Shared Services (Philippines) Inc.
March 29, 2016 – July 5, 2017
Data Entry
Data Validation
Provide documentation for data and processes performed, convey/communicates information y statement and suggestion
Directly impacts business through responsibility for quality of services provided by self or others
Responsible for research resolutions and responding to questions and problems via email and callbacks in accordance with service level requirement, while providing an excellent customer experience.
Adherence to corporate policy regarding authentication, data security and record retention
Navigate multiples systems and internal tools for research and documentation
Research any client issues and escalate to Supervisor if a larger issue is identified.
Instill confidence in customer through problem solving skills and strong customer service delivery.
Keep records of customer interaction and transactions, recording details or inquiries, complaints and comments, as well as actions taken for reporting purposes.
Account Specialist (Loyalty Department)
SPi Iloilo, Formerly known as ePLDT Ventus, Iloilo City
November 15, 2015- February 02, 2016
Handles bill, programming and other customer service support calls from Dish Network customers.
Saving and building long term relationship with the customers.
Lead Support (Senior ACSR)
SPi Iloilo, Formerly known as ePLDT Ventus, Iloilo City
March 15, 2015 – November 14, 2015
Assess sensitivities and priorities resulting in appropriate response to, or escalation of caller issues.
Gauge diplomacy and general understanding of diverse business environments.
Imparting knowledge and best practices during phone time.
Conducts feedback and coaching to agents.
Assisting supervisors on additional task needed for the team.
Provide additional support (Q&A) to agents to help resolve the customers concern in a timely manner and with accuracy.
Administrative Support – OJT ( Training and Development Team)
SPi Iloilo, Formerly known as ePLDT Ventus, Iloilo City
August 01, 2014 to March 14, 2015
Train new hires on corporate decorum, service plans, troubleshooting, etc.
Gauge the learning of each new hire inside the classroom by doing simulation, spot checks, and live calls.
Polish call flow and call handling skills every buddy up session.
Imparting knowledge and best practices during listen in sessions with new hires.
Advance Customer Service Representative
SPi Iloilo, Formerly known as ePLDT Ventus, Iloilo City
April 25, 2011 – July 31, 2014
Handles bill, programming and other customer service support calls from Dish Network customers.
Takes care of customers calling in with technical issues concerns for customers program, equipment and others.
Accepts feedback constructively from supervisors and Quality specialist
Customer Service Representative
Teletech Iloilo City, Philippines
T-Mobile Flex Pay
December 13, 2010 – April 11, 2011
Answers incoming calls and emails promptly and in accordance with established call/email handling procedures.
Provide concise, quality customer service in a professional and courteous manner for client projects.
Performs related work as required and works on special projects, as requested.
Interacts with fellow team members to enhance project performance.
EDUCATION
AMA Computer Universiy, Jaro Iloilo City Philippines
Bachelor of Science in Electronics and Communication Engineering
June – December 2005
New Lucena Polytechnic College, NewLucena Iloilo City, Philippines
Diploma in Midwifery
Board Passer 2014
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Trainings Attended
Email Etiquette
Time Management
7 Habits of a Good Leader
Receiving Feedback and Criticism
Customer Interaction
Referrence
Jay Granados
Consumer Advocacy Supervisor
Risk Solutions Operations (LexisNexis)
Reed Elsevier Shared Services (Philippines) Inc
-
Chay Gatdula
Customer Service Supervisor
SPi Iloilo, Formerly known as ePLDT Ventus, Iloilo City
