FREDALYN PENAFIEL-PRADO
Address: 144 Patutong Malaki South, Tagaytay City
Mobile #:-
Email:-Professional Summary
Highly organized and detail-oriented customer service professional with 14+ years of extensive
experience working in the Knowledge Process Outsourcing industry. Well-rounded in data
research, email management, payroll, healthcare benefits processing and enrollment, sales and
retention. Skilled communicator and listener who can effectively mediate conflict and come up
with creative solutions that benefit both the company and customer. Worked as a data
researcher and is currently a home-based customer service representative.
Career History
Alterbest Solutions, Inc.
December 2019 – Present
● Consultant (remote work)
- Gather the necessary details and process online orders of customers.
- Offer upsells to all qualified calls to boost sales to retain the project.
- Note, escalate and transfer calls to the corporate team if the need arises.
- Document all the required information that transpired during the call.
- Meet all the account’s KPI vital to the success of the program.
S&P Global Phils. Inc.
October 2016 – December 2019
● Data Researcher
- Did online research for industry data that’s being requested by the clients.
- Made outbound calls to companies in order to gather financial or company-related
data to fulfill requests on or before the goal date ends.
- Sent follow up email inquiries if the data was not gathered during the call.
- Documented what transpired during the research process using Appian.
- Receive inbound calls from company contacts if they decided to call back.
ADP Philippines Inc.
May 2014 – August 2016
● Senior Analyst
- Answered calls from employees with payroll inquiry providing them with their
paycheck amount, deductions, alimony, and 401K contributions.
- Assisted clients’ employees on yearly open enrollment for health benefits ensuring
that dependents were added or removed on the plan.
- Provided information to employees regarding their plan types and refer them to the
right service provider for specific plan details and assistance.
- Ensured that all calls were properly tagged and documented in Siebel.
Ingram Micro Philippines
September 2012 – January 2014
● General Customer Contact Representative
- Extracted incomplete orders from SAP and contacted the resellers to get payment
information to facilitate in Completion of their cash orders.
- Answered emails to process return requests using Salesforce.
- Communicated directly with the Warehouse to fix any problems on items being
returned and did Track and Trace of missing items if necessary.
- Canceled or changed orders as requested by the resellers or Product Managers and
process credit requests to ensure smooth flow of orders.
- Keyed orders through SAP in a timely manner for same-day shipping.
Sykes Asia
February 2012- July 2012
● Customer Service Representative
- Answered calls for booking hotel reservations around the globe.
- Recommended the best hotel that fit the customer’s needs and budget.
- Contacted hotels directly for any customer’s concern prior to reservation.
- Transfer calls to customer service for any queries on a present reservation.
Convergys Philippines
September 2007 – September 2011
● Sales and Service Representative
- Answered calls from a home shopping network channel, process order of the
customer and explain to them the continuity program of the items.
- Provided upsell to customers to boost sales of the team and the project.
- Facilitated in credit card application for a well-known American bank.
- Acted as Team OIC and Cluster leader ensuring all members were present in
production and provided them with incentives to drive performance.
- Acted as retention and collector agent for a gym membership.
Additional Experience:
WEST Contact Services
Customer Service Representative
October 2005 – March 2007
Educational Attainment:
Polytechnic University of the Philippines
June 2001 - May 2005
Bachelor of Science in Industrial and Organizational Psychology
Sta. Mesa, Manila
