Fatima May Hortelano De La Cerna

A successful Customer Service Representative with an 8 year-strong experience in the field of sales, telecommunications, billing, and service recovery. Highly skilled in customer service and has in-depth knowledge of taking orders, compute charges and administer billing or payments.

I used to work as a Consultant/ Case Manager in a Telecommunications Company from Australia, Telstra. I was a Customer Representative initially. I love to deal with customers and resolve whatever queries they have. I track record of listening and responding to customer’s needs and concerns. As a Case Manager, my job is to make sure that I resolve all the concerns of the customer which would include billing, service connections, complaints, and sales. I am the customer’s point of contact so they don’t need to keep calling us. In other words, I am an experienced multi-tasker. I'm their one-stop shop.

I have proven the ability to determine the answers and solutions quickly since our job is under time pressure. I also have this very special talent in handling irate and angry customers. Because of my high regard to customer service, I always have a high score in Customer Service Satisfaction and as a result, I was sent to an all-expenses-paid ultimate vacation to Palawan, one of the seven wonders of the world, together with the other consultants who excelled in their different departments. I was also a frequent receiver of tickets, gift certificates, and special prizes because of my performance. 

Aside from working on a telecommunication field, I was also a Claims and Benefits Specialist thus making me very familiar with Health Insurance terminology, rules, and regulations. 

Fast forward, as years gone by, I was opportune to work with different industries. I have 2-year strong experience in the field of Insurance both Property and Motor. If you're looking for someone who can assist you with insurance process and rules, I'm your girl. I also have experience with Digital Email Marketing such as Creating of funnels via Clickfunnels, Automate/Integrate via Active Campaign, Upviral, and ThriveCart. I can also write marketing emails. 

I believe that success is something you have to work hard for. It is not something readily given. It's your price for all the mistakes, fall, and doubts you had to yourself. And success can only be attained through discipline, practiced every day.  

I can assure you that I am a goal-oriented person, meticulous and has high regard to details which I believe is very important to every organization. I don’t settle for anything less so expect whatever I do is my best. I have this hunger for success and I know I can help you with your goals.