Erica Sy

SY, ERICA Z.- EDUCATION: Bachelor of Secondary Education, Major in English (2005 - 2009) Philippine Normal University High School Diploma (2001 - 2005) Chiang Kai Shek College CERTIFICATES: Business Chinese (August 2015) Confucius Institute at the Ateneo de Manila University WORK EXPERIENCES: CUSTOMER SERVICE REPRESENTATIVE - MANDARIN Reed Elsevier Shared Services (Philippines) Inc. (Dec 2016 – present) Quezon City Provides multi-skill/function type of support through various communication methods (phone calls, e-mails, chats) Diagnose and resolve problems utilizing department tools, resources, business judgment and expertise, resulting in increased customer confidence with supported products. Manage the customer service mailbox or CRM tool to address concerns of customers and other internal departments. Commits to providing resolution to customer issues on the first encounter HR PRACTITIONER - MANDARIN IBM (Oct 2015 – Dec 2016)Quezon City Receives inbound calls/emails/chat from customers and obtain full understanding of what information is being requested Educate employees on client processes whenever necessary Document all calls/emails/chat with regards to employee's inquiries accurately using contact center tools Provide quality customer service on every call/email/chat Ensure accurate and timely ticket resolution Understand and execute the team's Key Performance Metrics/Service Level of Agreements. REMITTANCE TELLER EEC Elite Express (May 2012 - June 2015) Taipei, Taiwan Processed international remittance transactions, payments and deposits Handled Mandarin Chinese related calls and responses to online product reviews Made daily and monthly sales reports ENGLISH COUNSELLOR Washington Education Services (December 2010 - March 2012)Taipei, Taiwan Provided accurate data according to the students’ requests Processed students’ international applications to various United States universities and kept track of deadlines Organized paperwork and electronic files RELATED SKILLS: MS Word MS Excel MS PowerPoint Internet (Research and Navigation) Basic Graphic Design (Canva) Email Managament Social Media Management Wordpress Management