Francesca Isabel B. Cunanan

 Cunanan, Francesca Isabel Contact Details Address: Block 8 Lot 29 Palmera Woodlands Subdivision, Brgy. Cupang, Antipolo City, 1870 Mobile No.:- Email:- Personal Particulars Age: 30 years old Date of Birth: 23 March 1985 Nationality: Philippines Gender: Female Marital Status: Single Passport No. : XX- Qualification Qualification: Bachelor's Degree Field of Study: Nursing Institute/University: Perpetual Help College of Manila, Philippines Grade: Complete Graduation Date: 2006 Experience Experience Level: Total 9 Year(s) of Experience Employment History Company Name: Cossio Insurance Agency Position Title: Virtual Assistance : Customer Case Representative – Admin Position Level: Junior Executive Specialization: Customer Service/ Process Analyst Industry: Insurance Duration: June 2015 - Present Work Description : * Responsible in processing insurance application for new customers. * Responsible in assisting in renewal application for existing policy holders. * Doing Email/Phone follow ups for new and existing customers – for pending applications * Responsible in checking the application for new customers and existing policy holders, checking inventory sheet against the prospects website for accuracy. * Responsible in emailing to the underwriters and prospects when information is missing, follow up with underwriters to get the quotes. * Responsible in processing and sending certificates of insurance for policy holders via e-mail Company Name: Tesa Online Position Title: Virtual Assistance : Outbound Customer Case Representative – Admin Position Level: Junior Executive Specialization: Web /Admin / Process Analyst Industry: Advertising/Social Media/Web Information Duration: June 2015 - Present Work Description : * Responsible for creating Standard Operating Procedures for the company. * Responsible for updating admin tasks through the company’s back – end system. * Arranging data in excel spreadsheet * Editing campaigns in content management system. * Adhoc duties as required to assist the buying team Employment History Company Name: AussieCommerce Group Position Title: Virtual Assistance : Campaign Coordinator Position Level: Junior Executive Specialization: Web Industry: Advertising/Social Media/Web Information Duration: Dec 2014 – Oct 2015 Work Description : * Responsible for sorting images and uploading them to backend website. * Arranging data in excel and uploading to backend. * Editing campaigns in content management system. * Adhoc duties as required to assist the buying team Company Name: Cognizant Technology Solutions Position Title: Senior Systems Executive - ServiceDesk Position Level: Junior Executive Specialization: IT ServiceDesk / Technical Support Industry: Call Center / IT-Enabled Services / BPO Duration: Mar 2013- Dec 2014 Work Description: * handles IT support for 3rd party clients * handles emails and call support for users using MS Outlook. * handles password resets and analyze computer issues for impacted users. * provides remote assistance for internal employees. Does basic troubleshooting assistance for internal employees. * Provide technical support for users of a recruiting agency. Company Name: Cognizant Technology Solutions Position Title: Senior Process Executive Position Level: Junior Executive Specialization: Order Management/ Back Office Support – AT&T OMC Industry: Call Center / IT-Enabled Services / BPO Duration: Mar 2011 – Mar 2013 Work Description: * handles back office support/escalations * caters to fall out for order flow issues with regards to sales/ porting tn /installation services. * create ticket for pending and stuck order flow issues. * analyzes fall outs and order issues for pending order and active account for AT&T Uverse * analyzes resolution for ordering issues * receive and do outbound calls for follow up and assistance for order issues. * refer tickets for technical assistance and support. * Monitoring of SLA * assist users with regards to pending orders and rescheduling for installation * RTID correction for IPDSL * Handled Offline reports/tasks to cater error correction for our subscribers. Porting CLEC numbers to ATT Uverse Company Name: Getronics Sdn.Bhd. Position Title: IT Helpdesk / Email Admin Position Level: Junior Executive Specialization: Technical & Helpdesk Support Industry: Call Center / IT-Enabled Services / BPO Duration: Feb 2010 – Jan 2011 Work Description: * assist end-users of the bank to apply for applications for their processes * assist end-users to install applications for bank's processes * assist end-users to remotely connect to their PC for troubleshooting and maintenance purposes * manages inbound calls for the bank - ticketing and requests. * SME for email handling for the whole bank - supporting end-user's via emails. * doing outbound calls for extensive support if user sends an email * monitoring SLA for the emails answered in a day * Reporting SME for email for Asia PAC Lotus Notes * Experienced in managing a team in distribution of task to maintain and achieved SLA (Service Level Agreement) of the client. Company Name: CSS Cybernet-Slash Support Position Title: Technical Support Representative Position Level: Junior Executive Specialization: Technical & Helpdesk Support Industry: Call Center / IT-Enabled Services / BPO Duration: Aug 2009 - Feb 2010 Monthly Salary: PHP 25000 Work Description: * Assist user for SMC routers - assisting in troubleshooting internet connection * Assist in registering the MAC addresses for the router - SOHO users For Juniper Networks - Tier 2 Support *trained for the email handling for the support for B to B users. *processes request for the end users when they have faulty routers. *process repairs. *process requests for technician on-site Company Name: APAC Customer Services Inc Position Title: Technical Support Representative – Starhub (Cable Internet) Position Level: Fresh / Entry Level Specialization: Technical & Helpdesk Support Industry: Call Center / IT-Enabled Services / BPO Duration: Apr 2009 - Sep 2009 Work Description: * Accepts inbound calls for Singaporean ISP * Assist user in troubleshooting cable internet * Renew/lease IP * Restart Internet connection (LAN) * Register MAC - for Routers * Assist in queries for the bundles available for the ISP their using. Company Name: Orchid Cybertech Services Inc. Position Title: Technical Mobile Consultant Position Level: Fresh / Entry Level Specialization: Customer Service / Mobile Support - TPG/Soul Communications Industry: Call Center / IT-Enabled Services / BPO Duration: Aug 2008 - Feb 2009 Work Description: * Manages incoming calls for an Australian Telco * Supports Mobile technical troubleshooting and advisory for the Telco *Supports users inquiry on the latest handset available * Assist user in activating their roaming, barring, incoming, outgoing calls, incoming and outgoing SMS, Voicemail and other handset features services. *Pacify customers regarding waiting time while their mobile phones are being fixed. *part - time process the bills for the users if billing department has work overflow * ticketing for incident Company Name: ICT - Marikina Position Title: Customer Service Representative Position Level: Fresh / Entry Level Specialization: Sales - Corporate Industry: Call Center / IT-Enabled Services / BPO Duration: Feb 2007 - Apr 2007 Work Description: * Manages outbound calls for selling Credit Card protection features. * Offering assistance to customers by contacting them if they wanted to avail the promotion available. *Offering better options to the customers who are using the credit card *Providing the information of the current products the project has. *Informing the customer the advantage of the feature that we are selling. *Notes taking. Company Name: TELETECH, CAINTA Position Title: Customer Service Representative Position Level: Fresh / Entry Level Specialization: Customer Service – Office Depot Industry: Call Center / IT-Enabled Services / BPO Duration: July 2006 - Oct 2006 Monthly Salary: PHP 12500 Work Description: *Receives inbound calls for American customers. *Supports American customers for their online purchasing, queries on pricelist. *Check delivery routes for the items being bought by the customers. *Process payment for the online orders. *Notes taking for the online orders. Skills (Proficiency: Advanced - Highly experienced; Intermediate - Familiar with all the basic functionalities; Beginner - Just started using or learning the skill) SkillYearsProficiency --------------------------------------------------------------------------------------------------------- MS Excel>5Intermediate MS Word>5Intermediate MS PowerPoint>5Intermediate WINDOWS MOVIE MAKER >5Intermediate Online Trouble Shooting3Intermediate Lotus Notes Admin1Beginner Languages (Proficiency: 0=Poor - 10=Excellent) Language SpokenWritten ------------------------------------------------------------------------------------- English 87 JobStreet.com English Language Assessment [www.jobstreet.com] Last Date TakenScore --------------------------------------------------------------------------------------------- 3-Sep-201034/40 Text Resume / Additional Info FRANCESCA ISABEL B. CUNANAN Block 8 Lot 29 Palmera Woodlands Subdivision, Brgy. Cupang, Antipolo City,1870 -/- QUALITIES: * Very flexible type of person. Can adjust with the different task that would be given. *Trainable * Persistent * Polite, punctual, Courteous, and very professional when it comes to work. * Enthusiastic, persuasive and very approachable. * Can write and speak English language fluently. * Recognize to be hard working, patient and doesn’t leave the working place with job undone. And has work ethics and very persistent worker. * Excellent public speaking skills gained through extensive training and public exposure. * Computer literate, can type 20 wpm. Understands MS word and Excel. EDUCATION 2004 Present Perpetual Help College of Manila >Bachelor of Science in Nursing 2002 2004 Trinity College 1998 2002 Our Lady of Perpetual Succor College 1993 1998 Immaculate Conception Cathedral School SEMINARS Basic Life Support CPR by the Philippine National Red Cross on September 24, 2005 First Aid Training Standard by the Philippine National Red Cross on September 24, 2005 PERSONAL DETAILS Birth date: March 23, 1985 Age: 29 yrs. old Citizenship: Filipino Birthplace: Quezon City Civil Status: Single Religion: Roman Catholic ____________________________________________________________________________________ Availability: Immediately Job Preferences Willing to Travel : Yes Willing to Relocate : Yes References: Diankarla E. Pardinas CS – Team Manager -AussieCommerce Contact #: - Cynthia Alafriz - Project Manager-Phoenix Investment Funds Contact #: - John Ruben Martin U. Ciron – IT ServiceDesk Analyst-Cognizant Technology Solutions Contact #: - Previous Relevant Experience: I am experienced in providing great customer service to customers/clients. I work well under pressure and want things done properly and as fast as possible. I have handled customer calls regarding issues with porting of telephone numbers to technician calls regarding order flow issues with telco (ATT UVERSE). I have worked as a subject matter expert, delegating task to a group of people of 10 in our team. I am the primary point of contact for monitoring of Service Level Agreement for the campaign that I handled. I also reply and attend to client concerns by sending a weekly report for my team's performance and discussion of metrics that has been meet or failed and how to improve the workflow of the team. I also have experience on IT Helpdesk support with HR- Shared - Services with Allegis, handling all IT concerns for the company from assistance on requests to computer issues. I believe through my various experiences with customer support, I will be able to learn fast and be able to contribute a great deal to your company. I also have an experience working for an e-commerce company. Responsible for sorting images and uploading them to back end website. Arranging data in excel and uploading to back end. Editing campaigns in content management system. Adhoc duties as required to assist the buying team. I also have an experience in processing applications for new and renewal customer for an insurance company. I also handle the follow ups via phone and emails for new and returning customers. I am also trained in processing and issuing certificates for claims of insurance for our insured customers. Why you are a good candidate for this position specifically? I believe through my various experiences with customer support (9years), my customer service experience will be able to perform the tasks that you need. I will be able to learn fast, adapt and be able to contribute a great deal to your company. I'm confident I will be able to go above and beyond your expectations. Why you are interested in this position? The customer service/support part of the project appeals to me. I have a lot of experience dealing with different types of customers and I enjoy being able to help and provide the correct information and resolution to an issue or question.