Irene Tilan-Opeña
La Carlota City, Negros Occidental 6130 Philippines
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Summary
Has 10 years experienced in BPO industry as a Customer Service Support, Technical Support Representative & Broadband Specialist in TeleTech. Became a TSR I, TSR II and TSR III. Currently working as a Social Media Customer Support in an E-Commerce and Drop Shipping Company. Looking for a job that would match my skills in customer service.
Education
University of Saint La Salle
AB-Mass Communication & AB-Psychology
2001 - 2005
Dona Hortencia Salas Benedicto National High School
Secondary
2000 - 2001
La Granja Elementary School
Primary
1996 - 1997
Employment History
Drop Shipping & E-Commerce Company
Social Media Customer Support – Seasonal
02 March 2019 – Present
Managing customers’ general enquiries in Facebook.
TeleTech
Technical Support Representative
20 Sept. 2008 – 17 Oct. 2018
First joined Sprint and was trained to assist billing enquiries of the customers from 20 Sept. 2008 - 03 Nov. 2008. Was later transfered to Telstra-BigPond and became a front of house, support skilled to handle internet connection issues of the customers. Handled multiple line of works such as; ADSL, Cable, Wireless, Dial-Up & Security software from 03-Nov. 2008 - 19 Nov. 2012. After sometime, I was hired for another post. Joined CET or Customer Excellence Team known as Service Recovery Group skilled to handle repeat callers. Customers who called in for the same technical issues for the last 7 days. Stayed in CET from 19 Nov. 2012 - 30 June 2013. After few months, I was then promoted for another post which is Broadband Specialist. Known as BBS we were trained to support ADSL escalations from front of house agents. Handling level 3 escalations from unresolved issues of the customers with their internet connection. I joined the team from 01 July 2013 - 31 Dec. 2017. My journey with Bigpond ended when I was transfered to Mobile Assurance, still a Telstra account. We were then tasked to support and assist customers with their pre-paid and post-paid technical difficulties of their mobile phones. Stayed with the account from 01 Jan. 2018 - 17-Oct. 2018. The same date 17 Oct. 2018 were my great experience & journey with TeleTech ended.
HongKong
OFW
Aug. 2007 – April 2008
Worked as a domestic helper and nanny to a Pakistani family.
Sincere Drugstore
Sales Clerk & Cashier
Nov. 2006 – May 2007
Selling over-the-counter & prescribed medicines.
Professional Skills
Communication; Ability to Multitask; Interpersonal Skills; Computer Skills; MS Excel & Word
