CAREER OBJECTIVE: To be a part of a progressive and highly dynamic company, where I will be given the opportunity to utilize and mold
my skills with a competitive team. I have been trained and am fully equipped in providing excellent customer service. I believe in retention
through well-built relationships and ensure that this will manifest in my performance.
Work ExpEriEncE
SkiLLS
Accenture (November 2017 - December 2018)
Alinta Energy
Energy Specialist
Handled routine inbound and outbound calls and email;
Secured appointments with other departments whenever necessary;
Arranged appointment schedules and additions or changes;
Responded to and resolve customer’s inquires on the first call regarding promos,
Teaching
Customer Service
Phone Handling
Proofreading
Email handling
Data Entry
Appointment setting
Cold calling
Time management
availability of service, eligibility;
Recommending suitable products and promoting any new products;
Adhering to a quality-based framework whilst ensuring a high level of customer
service is delivered in line with the organization’s values;
Delivering quality customer-based conversations to demonstrate the value of
Alinta Energy brand and service to ensure customer loyalty
Updated customer’s details and site special instructions;
Walk-through customers in navigating the online site for future self-help option.
Tech Mahindra Ltd. (October 2014 – April 2017)
Visy Recycling
Subject Matter Expert (Jan 2016 –April 2016)
Provided guidance on how and where to find solutions or Job Aids;
First point of contact for any issues on operations when the Team Leader is
unavailable;
Trained new associates about products and the system used;
Took escalation calls in absence of the supervisor;
Assisted the Team Leader in rolling out process updates
Provided the Team Leader insights and trends from questions processed from
associates on the floor;
Assisted in creating or updating SOP’s for the team either as a Job Aid or for
Process Training purposes;
Assisted in RCA (root cause analysis), data scrubbing;
Performed ad hoc tasks such as assigning emails, appending run sheets, etc.
Customer Service Representative (Nov 2014 – April 30, 2017)
Handled routine in-bound and outbound telephone calls and email;
Communicated with vendors whenever necessary;
Organized recycling collections;
Created recycling calendar collection upon customer’s request;
Answered queries regarding recyclable and non- recyclable materials;
Answered billing questions;
Assisted customers and non-customers alike regarding drop off locations;
Placed orders for finished recycled products such as, cardboard boxes, plastic
bags, strapping and twines;
Walk-through customers in navigating www.visy.com.au
Results Manila Inc. (September 2011 – August 2014)
Wellcare Health Plans, Inc.
Customer Care Representative
Communicated with members’ providers, clinic staff and coworkers;
Intervened with health care providers on behalf of the customer to assist
with appointment scheduling or connections with internal specialists for
assistance when needed;
Arranged appointment schedules and additions, or changes;
Responded to and resolve customer’s inquiries on the first call regarding
benefits, eligibility, medical service and prescription drug coverage, claims,
billing and provider inquiries;
Walk through customers in navigating www.wellcare.com
Google Suite
Docs
Spreadsheet
Slides
Calendar
Microsoft Office
Word
Excel
PowerPoint
Social Media Management
Canva
HubSot CRM
LAnGUAGES
English
Filipino
LicEnSES & cErTiFicATionS
Licensed Professional Teacher
April 2015
EF SET English Certificate
December 2019
75/100 (C2 Proficient)
AWArDS
VISY, Most Improved Associate
November 2015
EDUcATion
Pamantasan ng Montalban
(Now, Colegio de Montalban)
Bachelor of Elementary Education with
concentration in Early Childhood Education
October 2006- April 2011
AFFiLiATionS
Smart Start Session (August 2017 - present)
Brand Affiliate
Markets affiliated brand;
Content moderation; monitors social media reviews, comments and posts;
Manages and conduct all implementation aspects for online and offline marketing campaigns;
Develops customized plans for program participants including goals and plan of action;
Develops, maintains and cultivates affiliate marketing relationships;
Manage relationships with the affiliate partners;
Educates new associates and team members
I HEREBY CERTIFY that the above information is true and correct to the best of my knowledge and belief.
FRANCES MADELAINE FELIX
Applicant
