Donahbell Gutierrez

DONAHBELL REGALADO-GUTIERREZ email:--cellphone no:-/- Skype ID: dregalado-gutierrez CAREER OBJECTIVE A position that utilizes my acquired knowledge and develops my sense of responsibility. SUMMARY OF QUALIFICATIONS Bachelor of Science in Computer Science from ISO and PAASCU accredited school. I worked with Business Process Outsource companies and e-commerce with innovative clients. CAREER HIGHLIGHTS • 8-Year experience in BPO industry- Customer Support and Reports (Operations/ Billing Analyst) •Fulfillment and Logistics •Returns and Refunds- Tagging returned Items to CCRM and processing refunds • Tracking orders and provides shipments status per order/follow up on shipments • Email Support (responding to customer queries, refund processing, reshipment and returns) WORK EXPERIENCE Customer Support- Maisonette December 2020- January 2021 Client Profile: Online Marketplace, Billing, Sales Area Supported: USA Assisting customer with their order status, billing queries, product information thru email. Having an experience in Zendesk- Kustomer for emails receiving and responses Resolving issues, case creations, replacement processing, refunds and returns Tracking Orders CS Support – Streamlined Efficiency, LLC Oct 2014 – Nov 2016 Client Profile: Billing, Sales Area Supported: UK, US, AU, Canada, NZ, IE -assisting customers with their billing queries, complaints, product information thru calls and chat. Having experience with CRM Limelight order platform Working with Zopim chat and Comm100 email platforms Resolving escalated concerns and order/shipping issues Printing orders via Stamps (domestic and international), Shipwire (UK geo), and AtCost (CA geo) printing/shipping Fulfillment and Logistics - Streamlined Efficiency, LLC Nov 2016 to present Fulfills orders from Amazon, Walmart, GroupOn, Overstock thru USPS/Stamps Sorting and uploading daily orders thru the warehouse websites Shipfusion (Canada),Autofulfil (EU) and Viking (AU/NZ). Processing Returned Items by tagging per customer’s accounts and processing refunds with orders generated with RMA numbers (Return Merchandise Authorization Number) for Canada, EU, AU and NZ Processing Reshipment Requests Processing bulk orders/Updating shipment status per order domestic and international including orders requested by the CEO. Billing Analyst Back Office Team (Offline), British Telecommunications Wipro BPO Philippines Inc. February 22, 2010 up to June 19, 2014 - I worked for British Telecom as a billing analyst for almost 5 years. I took calls both inbound and outbound to discuss about customer's invoices for merged accounts or business accounts. I used to be with the back office team to deal with queries with high importance, gathered information from all departments within the company in order to have a case/query resolved. We will also liaise customers via email. We handled broadband, phone and mobile accounts. We need to close at least 10 cases per day. Senior Customer Service Specialist Pre-Sales and Licensing, Microsoft Corporation Convergys Inc. October 30, 2007 – October 30, 2009 - I worked for Microsoft Corporation as a Customer Service Representative for a total of 2 years. I catered customers with questions regarding software information such as availability, licensing, features and benefits. I also created tickets for any other technical related concerns and routed customers to technical support team. EDUCATION Tertiary- Saint Paul University Dumaguete -) Degree: Bachelor of Science in Computer Science Secondary- Colegio de Sta. Catalina de Alejandria, First Section -) Rank in Graduating Class: 10th of 95 Elementary-Cangmating Elem. School -) Rank in Graduating Class: 2nd Honors (Salutatorian) Trainings/Seminars Attended and Awards Call Center Basics Awarded Top Agent for Quality and Customer Feedback Diction Intonation Enunciation Training (D.I.E.T.) -Eperformax Contact Centers (April 16-21, 2007) CHARACTER REFERENCE Karen Mae Magallano Former Manager, Streamlined Efficiency, LLC- Hannah Pinky Celis E- Commerce Support Amazon- Jules Inoc Operations Manager Wipro Philippines