PERSONAL BACKGROUND
Name: FELIX, EILEEN SUZANNE R.
Address: 6646 TAYLO ST. PIO DEL PILAR MAKATI CITY
Cellphone no: -
E-mail add-
OBJECTIVE:
To seek a challenging position in a company where my extensive practical experience will be fully utilized.
SKILLS
Computer Literate (Proficient in MS Word, Excel, HTML, & PowerPoint)
Proficient in English (written and spoken)
Strong analytical skills, capable of assessing conditions and implementing appropriate intervention.
Remain calm and professional throughout critical incidents.
Resourceful problem solver capable of implementing solutions to complex problems.
Possess special sensitivity to meeting diverse needs in varied situations
Develop rapport with staff, clients and customers.
Relate well to people from a variety of cultures.
Work Experience
Supervisor
Ekonflux Solutions
Dec 2017- Present
Responsibilities:
Taking escalation call and doing service recovery
Checking the product information listed on the website
Ensure confidentiality of customer
Troubleshooting desktop/mobile issues while placing the order
Assist customers on placing the order and how to use voucher
Monitoring chats and email cases to prevent the case from breaching
Fraud Analyst – Financial
Convergys
September, 2016 to May 2017
Responsibilities:
Check Credit Card bill and transactions
Monitor Credit card activities
Send Email for activating account blocked due to possible fraud
Follow up on Client / Merchant Request
Document verification for account activation
Block potentially fraudulent activity.
Customer Service Representative - Healthcare
West Contact Services
April, 2015- May, 2016
Responsibilities:
Processing payment made to providers
Provide detailed payment brake down
Follow up Provider request for recalculations via E-mail
Explaining Benefit and Eligibility to providers
Check Claims Status.
Ensure confidentiality of patient’s information/bank/details, contact numbers and other personal information.
Customer Service Representative - Financial
FIS Global Solutons
April, 2014 – March, 2015
Responsibilities:
Customer Service Rep. for Prepaid Card,
Process payment using Debit Card, Credit Card or ACH
Provide inbound customer support billing inquiries, policies/procedure, account activation, balance transfer.
Filing lost/stolen card of clients via phone.
Ensure confidentiality of user’s information/bank/details, contact numbers and other personal information.
Educate customers on inquiries and other product information.
Learn and understand ongoing training and program updates to impact call handling and overall customer satisfaction.
Follow structural call handling procedures, scripts, transfer protocol and call related processes that lead the customer satisfaction and call resolution.
Maintains customer records by updating account information.
Customer Service Representative - VMUK / Comcast
Sitel Phillipines
March 2012- March 2014
Responsibilities:
Taking escalation calls and doing service recovery
Process Payment
Detailed Bill explanation
Send email for bill recalculation
Processing/verifying payments thru debit card, money gram and western union.
Filing lost/stolen card of clients via phone.
Technical Support Representative - ClearWire
Teletech Philippines
August2011- December 2011
Responsibilities:
Provide inbound customer support billing inquiries, policies/procedure.
Processing Payments electronically
New account activation.
Proper call transfer to other department.
Ensure confidentiality of user’s information/details, contact numbers and other personal information.
Learn and understand ongoing training and program updates to impact call handling and overall customer satisfaction.
Follow structural call handling procedures, scripts, transfer protocol and call related processes that lead the customer satisfaction and call resolution.
Walk customers on trouble shooting steps.
Schedule Tech Visit to customer’s home.
Customer Service Representative - HRB / Florist Transworld Delivery
Sutherland Global Services
August 2009 - August 2011
Responsibilities:
Customer Service Rep. for credit card, sales and activation account.
Provide inbound customer support billing inquiries, policies/procedure, account activation, balance transfer.
Filing lost/stolen card of clients via phone.
Processing/verifying payments thru debit card, money gram and western union.
Proper call transfer to other department.
Ensure confidentiality of user’s information/bank/details, contact numbers and other personal information.
Educate customers on inquiries and other product information.
Learn and understand ongoing training and program updates to impact call handling and overall customer satisfaction.
EDUCATION
St. Martin de Porress Catholic School Primary
Meycauyan CollegeSecondary
Maliwalo National Highschool
Bulacan State UniversityTertiary
Dr. Yanga’s College Inc.
CHARACTER REFERNCE
Ma Katrina Casco
Team Manager
FIS Global Solution
Eco Plaza Building, Chino Roses Ext Makati City-
Glenn Garcia
Team Manager
West Contact
24/F Export Bank Tower Gil Puyat ave, Makati City-
Jeff Acio
Team Manager
West Contact
24/F Export Bank Tower Gil Puyat ave, Makati City-
