Honelyn Santiago

Honelyn D. Santiago 001 Lagnada Street, Butuan City, Philippines 8600 - / --Skype ID: RKFL2618-Honelyn SUMMARY Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success. Proven ability to establish rapport with clients and exceed expectations. Reliable and driven, with strong time management and prioritization abilities. HIGHLIGHTS             Almost 10 years experience in customer service 9 months experience as Team Leader with a team of 15 customer service representatives One year and 10 months experience as Quality Assurance Coordinator Insurance Payroll/Accounting Policy Account Changes Service-oriented Conflict resolution expert Courteous demeanor Sharp problem solver Energetic work attitude Average typing speed of 80 words per minute EXPERIENCE Freelancer (Homebased Email and Chat Support Representative) June 2016 – Present, New Media Services Pty Ltd   Develop strong customer relationships and will be responsible for resolving queries of the customers through e-mail and chat within the assigned TAT Provide immediate online assistance to users/customers. Process Specialist / Quality Assurance Coordinator October 2013 – April 2016, Cognizant Technology Solutions     Answer customer telephone calls regarding existing Annuity accounts. Make requested policy and account changes. Respond to questions and concerns about service. Consult with clients and financial advisors to evaluate needs and determine best options.    Consistently improve customer satisfaction through expert resolution of conflicts, issues, and concerns. As a Quality Assurance Coordinator/Analyst, I monitor phone calls done by representatives to ensure they are following the company’s protocols. To also ensure customer service reps are interacting with clients in ways that serve a business’s best interests, to measure performance and help implement the business’s strategic objectives. Cross-trained and provided back-up for customer service representatives when needed. Customer Service Representative July 2012 – August 2013, ePerformax Contact Centers & BPO     Promptly responded to general inquiries from online shopping customers via telephone and email. Resolved service issues and shared benefits of additional services. Take sales orders via telephone. Developed highly empathetic client relationships and earned reputation for delivering exceptional customer service. Team Leader May 2006 – June 2012, Stream Global Services     Provide real-time support for 15 customer service representatives. Take escalation calls when needed. Provide support when training new customer service representatives when needed. Oversee customer service rep performances and provide coaching. ACCOMPLISHMENTS        Recognized as top associate during training until production. Tapped as support for new batches after only being on the phones for 3 months. Took phone calls January 2014, promoted as Quality Assurance Coordinator June 2014. SRI 111 Certified (Secure Retirement Institute LOMA) Associate of the Quarter Awardee Top Customer Service Representative for the Site Spotlight of the Quarter Awardee EDUCATION Bachelor of Science in Accountancy (2000) University of San Carlos P. Del Rosario Street, Cebu City, Philippines 6000 Character References  Ferdinand Modancia Team Leader Cognizant Technology Solutions-  Mark Anthony Caballes General Manager Cognizant Technology Solutions-  Maggie Ylanan Senior Process Trainer Cognizant Technology Solutions-