Guermil Tong

My first job was in Sitel (Baguio City) for 2 years, and I was with Hawaiian Airlines Account as a Customer Service Representative for 18 months. I got promoted from Customer Service Representative to Web Support Representative for the same account for 6 months.

February 2012 - March 2015, Entered Pharmaceutical Industry as Medical Representative at Takeda Pharmaceutical Philippines.

Knowledge and Skills:

• Confer with customers by telephone in order to provide information about flights and services, to take reservations or cancel reservations, or to obtain details of complaints.

• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

• Resolve customers' service or billing complaints by performing activities such as refunding money, and adjusting bills.

• Check to ensure that appropriate changes were made to resolve customers' problems.

• Contact customers in order to respond to inquiries or to notify them of claim investigation results and any planned adjustments.

• Complete contract forms, prepare change of address records, and issue service discontinuance orders, using computers.

• Solicit sale of new or additional services or products.

• Review insurance policy terms in order to determine whether a particular loss is covered by insurance.

• Review claims adjustments with dealers, examining parts claimed to be defective and approving or disapproving dealers' claims.

• Compare disputed merchandise with original requisitions and information from invoices, and prepare invoices for returned goods.

• Order tests that could determine the causes of product malfunctions.

• Recommend improvements in products, packaging, shipping, service, or billing methods and procedures in order to prevent future problems.

Achievements:

• Brand Achiever Award (Medical Representative Category) - Takeda Pharmaceutical Phils.

• University Scholar - University of Baguio.

• Passed: Licensure Examination (Insurance Commission).

• Passed: Nursing Licensure Examination.