Elizabeth Mendoza

 ELIZABETH FAULMINO MENDOZA ADDRESS: Ph. Blk. Lot 73 Centella Homes Subd. San Isidro, Rodriguez Rizal MOBILE NO:- EMAIL:- CAMPAIGNS HANDLED AND WORKING EXPERIENCES Chat Consultant at Convergys (May 11 2015 – April 1, 2017) – Telstra Part of Mobile Care Chat line of business Team Leader Apprentice at APAC Customer Service – Cubao Quezon City (Feb. 2011 – May 2012) for SiriusXM account - 1 yrs 3mos Handled 15 agents for Technical Support Did SBS monitoring and handled escalated calls Monitor status of each agent, making sure they are hitting their KPIs Have Coaching sessions twice a week Joins call calibration w/ clients and QAs Process Associate Level 2 at Genpact Services (May 2008 - January 2010) 2 yrs 4 mos US based call center for WellsFargo and Wachovia bank Assigned to attend the call calibration with clients and headed the new learning discussion for the whole account Member of Champions League of Gallup (CSAT) Floor Support for the whole account Customer Service Representative at APAC Customer Service - Alabang (April 2007 – January 2008) for Wellpoint and Anthem Dental Insurance - 9mos Handled Dental Insurance for Wellpoint and Anthem Account Took supervisory calls from fellow associate if needed Escalation Team at EPERFORMAX Contact Centers (Feb. 2006 – March. 2007) for Paypal and Ebay 1yr 1mos US based call center for PayPal and eBay clients Respond to email inquiry of customers and agents Cater to different banks globally like HSBC, AMEX, Citibank, BOA, Washington Mutual, Wachovia, WellsFargo etc. Took supervisory call and gave advance technical assistance for agents or transferred customer Product Specialist at Clientlogic Philippines, Pasig City for JAMBA account (Februrary 2005 – January 2006) 2yrs 7mos A cell phone company assisting customer with technical concern on their mobile Phone Monitor team stats with 13 number of customer service agents Doing remote calls monitoring, side-by-side monitoring and handled supervisory calls when needed Product Specialist at Clientlogic Philippines, Pasig City for SONY account (September 2004 - February 2005) Did remote calls monitoring, side-by-side monitoring and handled supervisory calls when needed awarded for Excellence in Performance; Monitor team stats with 14 number of Technical service agents Teacher at Southern Luzon State University(formerly SLPC) - Lucban Quezon -) Software and hardware instructor, handling 1st year to 4th year college students Handled basic programming languages like Pascal and C++ Basic Web Development using HTML and other window base program like Visual Basic Handled basic troubleshooting and networking as well as systems administrator Teacher at AMA Computer Learning center - Candelaria Quezon -) Software and hardware instructor, handling 1st year to 4th year college students Handled basic programming languages like Pascal and C++ Basic Web Development using HTML and other window base program like Visual Basic Handled basic troubleshooting and networking as well as systems administrator CUSTOMER SERVICE/PEOPLE SKILLS Strong organizational and time management abilities Exceptional communication and excellent interpersonal skills Efficient, courteous and tactful in handling clients either in person or over the telephone Confident and friendly in meeting and assisting people on all levels providing them with quality service Dependable and knows how to handle pressure with grace Fast learner in performing new assigned tasks with minimum supervision EDUCATION Bachelor of Science in Information Technology Colegio de San Juan de Letran – Calamba City Graduated April 2002