Grace Mistranza

Grace Mistranza Lot 6 110 JP Rizal St. Brgy. 6 Poblacion, Lipa City, Batangas 4217 Email:-/- Contact Number: - / - To be part of a growing company which can provide career development and acquire skills that is necessary for future advancement to a higher position. Alorica SM City 2nd Flr Lipa City September 2015 to November 30, 2016 Escalation Lead Macys OMNI Resolved customer complaints and concerns with strong verbal and negotiation skills. Handled escalated calls for order and delivery concerns. Responsible for sending week and month to date report to provide product based resolution and customer satisfaction. Monitors and coach the associates with regard to their opportunities for them to be able to meet client's and site goals for the account. Convergys Philippines Alabang 3 Northgate CyberzoneFilinvest Corporate City Alabang, Muntinlupa City March 2014 to April 2015 Technical Support Specialist Optus Mobility and Mobile Broadband Support Resolved customer complaints and concerns with strong verbal and negotiation skills. Displayed courtesy and strong interpersonal skills with all customer interactions. Built and maintained successful relationships with service providers, dealers and consumers. Maintained composure and patience in face of difficult customer situations. Researched issues on various computer systems and databases to resolve complaints and answer inquiries. Referred difficult issues to upper management while maintaining positive rapport with customer. Tem POC, incharged of the entire team when Team Lead is Out, attends operations huddles and meetings, supported nesting and helped with their coaching/training, ensuring retention validated thru knowledge checks, both verbal and written Handles escalation calls Stream Global Services Philippines Alabang 4 Northgate Cyberzone, Filinvest Corporate City Alabang, Muntinlupa City February 2012 to February 2014 Resolution Specialists/Case Mentor DELL Collected customer feedback and made process changes to exceed customer satisfaction goals. Provided accurate and appropriate information in response to customer inquiries. Maintained up-to-date records at all times. Built customer loyalty by placing follow-up calls for customers who reported product issues. Properly directed inbound calls in phone queues to improve call flow. Trained staff and provided coaching feedback how to improve customer interactions. APAC Customer Services Inc. Philippines Plaza C Northgate Cyberzone, Filinvest Corporate City Alabang, Muntinlupa City September 2011 to February 2012 Customer Service Representative MEDCO Check patient eligibility, plan type, along with verifying In-Network and Out of Work benefits . Making sure that all patients accounts were verified and review correctly and logged into the system. Performing the assigned administrative tasks and explains policies and procedures to the members. PRO-FRIENDS Rm 201 Purificacion Bldg. E. Aguinaldo Highway, Palico 2, Imus Cavite Branch Manager Mini-Leader/Secretary January 2010 to September 2010 Assist on planning business groups on how to meet monthly sales target for Branch Managers. Monitor sales target, creating report also presentation to discussed to the Team about the month end sales report and it’s analysis. Conduct seminar for new Real Estate Agents. TOM’S WORLD PAN ASIA Gen. Aguinaldo Highway cor. Tirona Highway, Brgy. Ilabay Bacoor, Cavite Cashier March 2009 to August 2009 Provides customers assistance on purchasing tokens and ride tickets. Monitors and make sure all inventories are tallied correctly on a monthly basis. Jollibee Foods Corporation Imus Food Corporation Nueno Avenue, Imus, Cavite Party Host and Cashier October 2007 to February 2009 Ensure foods that are served adhere to the quality and work standards of the company. Provides excellent customer service. Assist on other task that assigned in order to ensure all customers are cared for. Responsible in training incoming new hires. Hosting kids party. Bachelor of Science in Business Administration 2007 - 2010 St. Dominic College of Asia E. Aguinaldo Highway, Bacoor, Cavite Completed 2nd year college Computer Literate Knowledgeable on Microsoft Applications. Has good communication skills both oral and written Jonathan Marc Abrasaldo Team Leader Alorica Mobile:- Edwin Hernandez Operation Manager Alorica Mobile:- Chris Manahan Team Leader Convergys Mobile:-