Grace Baclaan Barro
Address: Blk. 1 Lt. 25 Renzo Village, Brgy. Visayan Village, Tagum City, Davao del Norte 8100
Email:-Mobile: -
Skype ID: graceigh_18
Personal Information
Birthday: August 2, 1986
Civil Status: Single
Age: 32
Language spoken: English, Filipino, Japanese
KEY SKILLS AND COMPETENCIES
Customer Service
Coming up with innovative solutions to customer service problems.
Demonstrated ability to make decisions.
Resolving problems in a timely manner.
Meeting metrics, deadlines and schedules with little supervision.
Excellent communication skills both verbal and written.
Typing 50 words per minute or more with very little error.
Ability to communicate with people at all levels.
Personal
Punctual and always on time.
Always having a positive outlook.
AREAS OF EXPERTISE
Technical Support
Customer service
Administrative
MS Office
Order processing
Employment History
July 2017 – Present
Mactec Industries Pty Ltd
Position Title (Level): Operations Administrator
Specialization: Order Processing and Administrative Tasks
Industry: IT-Enabled Services | BPO
Work Description:
Enter maintenance work orders from real estate property managers in the system (CRM)
Calls or SMS sent to tenants to arrange suitable time to carry out the work order
Assign jobs to technicians designated for each work order
Source and order parts from suppliers
Create and track invoices
Generate reports in a weekly basis via Google Docs
Create quotes for clients convenience
Provides client all progress update needed
July 2012 – April 2017
West Contacts Services, Inc.
Position Title (Level): Data Services Manager
Specialization: Order Processing and Project Management
Industry: IT-Enabled Services | BPO
Work Description:
Provide a single point of contact and follow orders from receipt of order through successful delivery, which may include accessing multiple client systems in accordance with policies and procedures
Receive order requests from customers and validate the accuracy of the information provided.
Complete necessary ordering screens through access to client's ordering system, which includes submitting the order electronically for completion.
Retrieve reports from previous day's orders to verify accuracy and completeness of order information by accessing multiple systems and researching and resolving all missing order information.
Complete customer status calls at various milestones throughout the order lifecycle to ensure that the order is completed within the required timeframe.
Ensure that network services are accurately implemented into all necessary business, operational, and billing environments.
September 2011 – June 2012
Convergys Philippines
Position Title (Level): Tier 2 Technical Support
Specialization: Technical Support / Customer Service
Industry: Call Center / IT-Enabled Services / BPO
Work Description:
Provide support in resolving customer problem on their product (Printer software and hardware issues).
Help customer with software and hardware based on company given ways to resolved issues.
Going extra mile if problem cannot be resolved provided no company rules has been broken.
Make sure customer satisfaction is on top priority.
Maximizing every sales opportunity by cross selling profitable products
November 2010 – May 2011
Sutherland Global, Inc.
Position Title (Level): Tier 2 Technical Support
Specialization: Technical Support / Customer Service
Industry: Call Center / IT-Enabled Services / BPO
Work Description:
Provide support in resolving customer’s residential internet and cable service issues.
Walkthrough customer in setting up Residential Gateway.
Make sure customer satisfaction is on top priority.
August 2009 – October 2010
Synnex Concentrix
Position Title (Level): Product Support Representative
Specialization: Technical Support / Customer Service
Industry: Call Center / IT-Enabled Services / BPO
Work Description:
Walkthrough Customer in setting up SOHO networking devices.
Fix customer’s home network issues.
Maximizing every sales opportunity by cross selling profitable products
Make sure customer satisfaction is on top priority.
Educational Background:
Tertiary
AMA University (Distance Learning)
Bachelor of Science in Information Technology
June 2016 - Present
Secondary
Malinta National High School
Malinta, Valenzuela City
March 2002
Primary
Agape Christian Academy
Monkayo, ComVal Province
March 1998
CHARACTER REFERENCE
Aileen Dudas
Senior Operations Manager
--
Julie Mae Guillermo
Area Manager--
Chris Jenkins
Network Systems Engineer--
