Resume
Personal Information
Genel C. Villanueva-
#26B Private Rd., New Lucban, Baguio City
Filipino
29y/o
November 01, 1987-
Educational Background
Tertiary
University of the Cordilleras
Baguio City
BS Psychology
2008 – 2009
Saint Louis University
Baguio City
BS Psychology
2006 – 2008
Saint Louis University
Baguio City
BS Nursing
2004 – 2006
Secondary
Saint Louis School Center – Girls High School Department
Baguio City
2000 - 2004
Saint Louis School Center – Elementary Department
Baguio City
1994 – 2000
Skills
Fast Learner
1. Computer Literate (Excel and Microsoft)
2. Can work under pressure
3. Can work under limited supervision
4. Experience dealing with escalations
5. Great people skills
Work Experience
1. Thoughtfocus Technologies LLC
3rd Floor SM Cyber Annex Building,
Upper Harrison Road,
Baguio City, Philippines 2600
July 27, 2014 -Current
Positions:
•
•
Process Associate
✓ Obtain and verify all information needed for a loan application
Auditor
✓ Made sure that all information requested by client are obtain and provided to them
with accuracy
2. Convergys
Building A
Baguio-AyalaLand Techno hub
John Hay Special Economic Zone
December 2013 – February 2014
•
eBay Customer Representative
✓ Made sure that the rights and benefits of online sellers and buyers are protected.
3. SITEL II
BCEZ, Loakan Rd., Baguio City
Positions:
• Onsite Escalation, Capital One
May 2013 – November 2013
✓ Senior Account Supervisor. Handled calls that got escalated or calls that
front-line agents can no longer handle.
✓ Process special request of front line agents to assist members using specific
tools but still taking into consideration the business side.
•
Core Specialist, Capital One
July 2011 – May 2013
✓ Handled calls that concerns any issues about their Credit Card. (e.g. Card got
declined, Lost or Stolen Report, Issues about their balance, etc.)
• Payments Specialist, Capital One
• January 2011 – July 2011
✓ Handled calls specifically about payments on their Credit Card (e.g.
Returned Payments, Payments not accepted, Payment not posted, etc.)
Achievements:
- Mentor for New hires, Capital One
February 2012
- Top Performing Agent
February 2011
- Won couple of Good Call entries that was calibrated and listened to by the Clients
3.
J –Link Contact Solution
Leonard Wood Rd., Cabinet Hill, Baguio City
July 2009 – March 2010
•
Windows and Doors Outbound Representative
✓ Closed deals to possible buyers of Windows and Doors by setting up an
appointment for free estimate of the window or the door that they are
planning to replace.
