Estrellita C. Boctoy
3702 Saint Rita Street Phase7 Rocka Complex Brgy Tabang Plaridel Bulacan 3004
Cell:-
Career Profile:
To acquire a position where my skills as a Team Leader can be utilized for the growth and
development of the organization.
Professional strengths:
Possess almost seven years of experience in customer service
In-depth knowledge of operating systems
Flexible, attention to detail and ability to manage a team remotely
Possess excellent listening, comprehension and responding skills
Ability to handle multiple tasks and solve customer and agent queries efficiently
Possess good interpersonal and customer service skills
Excellent administrative and organizational skills
Ability to create and maintain company Standard Operating Procedures
Initiative to manage a busy workload without close supervision
Ability to build and maintain good relationship with agents and customer
Educational Summary and Certifications:
Bachelor's degree in Office Administration Major in Teaching and Office Procedures in the
year 2003 at University of Caloocan City
Business Administration Major in Management (undergraduate) in 1996 at University of the
East Manila
Certification course in Communication skills from soft skills training centre
REMOTE WORKING EXPERIENCES:
VB Consulting
April 2020 to Present
I handled LinkedIn Lead Generation task that specifically focuses Sales Navigator
Management, Prospecting, Connecting and Welcoming leads. This task also involves
reporting of progress of the client to the team.
SNF WOUNDCARE FREELANCE OFFICE MANAGER
January 2018 to Present
I started this department and solely created all company processes and Standard Operating
Procedures and now composed of 10 representatives. Mainly we handle all Insurance
concerns such as encoding, NOridian and Availity verification, IPA calls etc. The owner is
now earning huge amount from zero.
TNT PRO SERIES FREELANCE VA
January 2019 to Present
I basically handle concerns like checking the errors in the back process. Any issues with
customer complaint that is quite difficult to be handled by the customer service
representative. I am most of the time assigned to try new processes created by the owner
and evaluate the success rate.
I also worked with the following companies in 2016:
THE CREDIT PROS- Credit Success Representative from 2016 to 2018
MILLENIUM RESELL- Customer Service Representative from 2016 to 2019
CG TRADE-- Customer Service Representative from 2016 to 2017
CORPORATE EXPERIENCES
WIPRO BPO Inc.
June 2010 to September 2014
Business Billing Advisor
Responsible for dealing with customer with current debts with the company and deals with
reluctant payers
Assigned the tasks of showing professionalism and show the highest form of standard
customer service skills
Handled the tasks of submitting required daily reports of your performance to your
immediate supervisor
Responsible for generating ideas on ways to resolve problems and serve customers in a
better way
Confirmed customer understanding of the solution and provided extra customer education
as required
Vision X Philippines Inc.
March 2008 to July 2009
Assigned the tasks of providing resolving customer issues and concerns
Handled the responsibilities of making sure that customers are properly informed because it
will create a big impact to their business
Communicates effectively with teams in the program to ensure quality and timely expedition
of customer requests
Assigned the tasks of responding to customer queries and concerns regarding product and
services of the organization
24/7 Customer Philippines
February 2007 to March 2008
Effectively educate customers about company products
Complete customer requests specifically line activation
Process payments for new customers
Walk the customer through the process of basic troubleshooting
JP Morgan Chase N.A
December 2005 to January 2007
Resolve customer issues and concerns about their bill
Show the highest standard of customer service skills especially when discussing customer's
escrow/bill
Make sure to provide complete information before ending the call
Process payments
Sykes Asia
September 2005 to Dec 2005
Resolve customer issues and concerns about their bill
Show the highest standard of customer service skills especially when discussing customer's
escrow/bill
Make sure to provide complete information before ending the call
Process payments
Prior to my call center career, I was given an opportunity to work in the advertising industry
as a Bookkeeper and handled Accounts department. Also as an Executive Secretary to the
President in a forwarding company calls Sure Express Worldwide
Areas of Interest:
To apply my comprehensive skills and exceed the goals and objectives of the organization
To elevate the performance of the organization by applying my excellent negotiation and
communication service skills
