Ermie Callo Abao

ERMIE ABAO Zone 5, Casulog, Salay, Misamis Oriental, Philippines 9004 - - To secure a position as a virtual assistant and utilize my expertise and experience in the field of customer service. To further improve myself using the new set of knowledge and skills while allowing me to contribute to the growth and success of the company. SUMMARY EXPERIENCE POINT OF CONTACT/ TEMPORARY SUPERVISOR, 04/2022- 09/2022 Teleperformance (T-Mobile USA), Cagayan De Oro City, Philippines  Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention and taking over calls when necessary.  Answering product-related questions from experts and providing guidance and feedback for proper and prompt resolution.  Manages overall team score and performance ensuring KPIs and metrics are met.  Ensuring experts adhere to the company policy and hit target metrics while maintaining a friendly and inclusive environment.  Equipped staff with knowledge and skills to reach company targets, coaching and mentoring new joiners and underperforming employees in best operational practices. s………………………………………………………………………………………………………………………… CUSTOMER SERVICE REPRESENTATIVE, 03/2021- 04/2022 Teleperformance (T-Mobile USA), Cagayan De Oro City, Philippines           Graduated as a top-trainee expert in class. Top 5 site level expert for the month of April 2022 Provide excellent customer service to T-Mobile customers, promptly responding to inquiries and resolving issues. Utilize problem-solving skills to identify solutions for customer needs especially with bill inquiries and complaints. Accept orders, close sales, process payments, and maintain customer records and provide complete required documentation. Accurately process orders, payments, returns, exchanges, and other transactions. Assist with product activation and troubleshooting technical issues. Follow established processes and procedures to ensure compliance with company standards and policy. Remain current on industry trends and changes in technology, especially with tools update. Developed empathetic client relationships and earned a reputation for consistently exceeding sales goals. ……………………………………………………………………………………………………………………… STUDENT BODY ORGANIZATION MEMBER, 08/2019 -09/2021 College of Arts and Sciences, Bukidnon State University       Organized various events around University, from initial event planning meetings to final production, to spread school spirit and enhance student experiences. Informed student body about upcoming events through knowledgeable and fun morning announcements daily. Conducted polls on upcoming school legislative votes to acquire accurate information on student views. Consistently worked to improve student’s learning experiences in partnership with the Students' Association by creating solutions to long-standing problems. Prepared procurement plans for events, run letters and resolutions. Hosted Various Events of the University. ……………………………………………………………………………………………………………………… Public Information Officer, 06/2015 -04/2016 Supreme Student Government, Salay National High School    Prepared a range of written communications, documents, and reports about specific project and event. Responsible for information dissemination. Hosted various events outside and inside school events. CAMPUS JOURNALIST, 03/2015- 04/2016 Salay National High School, Salay, Misamis Oriental    SKILLS     EDUCATION Written Articles for the school paper publication. Actively participated in the school’s division press conference broadcasting competition. Awarded as best anchor among all the participants. Excellent verbal and written communication Strong work-ethic Outstanding comprehension Creative-problem solving.     Leadership Skill Proficient in Google, Microsoft, and Canva services. Well-organized Exceptional time management Bukidnon State University, Malaybalay, Bukidnon, 2023 Bachelor of Arts in English Language, Linguistics    Dean’s Lister student Had an immersion for the subject call center communication as a virtual for real estate services agent. Develop both written and oral communication skills through public speaking and technical writing. ……………………………………………………………………………………………………………………… St. Rita’s College of Balingasag, Balingasag, Mis. Or.,- Senior High School Department, Humanities and Social Sciences    LANGUAGES Graduated with high honors with a general weighted average of 95. Learned the importance of cultural sensitivity and social awareness, and develop empathy towards people. Participated as an empowered student teacher for a total of 6 days wherein I taught students for the courses Humanities and Social Sciences, and English Language. Filipino: First Language English: Advanced CHARACTER REFERENCE(S) To be followed upon request.