Irish Mhae R. Arcipe

IRISH MHAE R. ARCIPE M.L. Quezon St., Maguikay, Mandaue City, Cebu 6014 Contact Number: 0977 – 450 - 5257 Email address:- EDUCATION  College University of San Carlos Bachelor of Science in Information and Communications Technology (2010 – 2014) WORK EXPERIENCE  Customer Care Senior Specialist (Verizon FiOS) Xerox Business Services Philippines Inc. / Conduent Philippines Inc. 7th Floor Skyrise Alpha Bldg., Cebu Business Park, Cebu City August 2016 – February 2017 Cater to customers queries in regards with their billing and account related-issues. Focuses more on customer account renewals and recommends best bundles and packages when it comes to their internet, television, and telephone needs. Also, works hand in hand with technician-dispatch team with regard to the scheduling of customers’ internet, television, and telephone installation and repair either for new, old and upgraded accounts.  Customer Service Representative (Sprint – Postpaid Account) The Results Companies One World, Mactan Newtown, Lapu-Lapu City June 2015 – February 2016 Acts as front liner of the company to the customers and sometimes even to clients. Take and make calls to answer customer inquiries and concerns. Give detailed explanation to billing statements and step-bystep procedure on basic phone troubleshooting and activation. Also, pitches additional services to customers in relation with their phone problems which leads to a sale opportunity.  Back Office and Inbound Customer Service Representative (Lloyds Banking Group) Firstsource Solutions Limited Skyrise 1, Asia Town IT Park, Lahug Cebu City November 2013 – May 2015 (Nov 2013 to May 2014 acts as a back office associate) Processes consent to lease to customer’s mortgages. Sends appropriate letter and approval for agreement such as letting their property for a specific period of time. (June 2014 to July 2014 acts as Quality Analyst) As we handed over our back office line of business to Mumbai, I was one of the chosen agents to act as the quality analyst to them, to make sure that the new colleagues delivers correct process and procedures and provide proper training regarding the process. (August 2014 to May 2015 acts as an inbound customer associate) Manage mortgage accounts of customers. Answers general enquiries of the customers such as, remaining balance and/or term, interest rates, and sends out statement request regarding the mortgage. Also, processes payments thru direct debit.  OJT - SEO Specialist (Rankings and AdWords) Smart Traffic Co. 9th Floor Metrobank Bldg., Osmena Blvd, Cebu City March 2013 – October 2013 Support employees by getting the rankings of specific sites through the keywords they preferred in search engines such as Google, Bing, and Yahoo and generates summary reports on a daily, weekly, and monthly basis depending on the clients’ contracts. Also, suggest keywords thru AdWords and creates temporary proposals to clients based on the suggested keywords and rankings.  Outbound and Inbound Customer Support Representative (Lead Performance & Cupid PLC) Taking You Forward Inc. P. Remedio St., Bluebade Interactive Banilad, Mandaue City November 2011 – March 2013 Accept incoming calls from subscribers/members of dating websites to offer and provide basic freebies, or discounts to save and retain them on the account. Make outbound calls to private homes to ask simple questions regarding market research on their electricity providers.  Outbound Customer Service Representative (PetCare Rx) LWS Media Philippines Inc. Skyrise 2, Asia Town IT Park, Lahug Cebu City July 2011 – October 2011 Make outgoing calls to veterinarian’s clinic to verify and inquire orders from the customers. Help the customers for any issues regarding their orders (medications for their pets) and seek approval from their veterinarian’s clinic for it to be dispensed.  Customer Service Representative (Straighttalk Account) Qualfon Philippines Inc. Skyrise 3, Asia Town IT Park, Lahug Cebu City May 2010 – May 2011 Acts as front liner of the company to the customers and sometimes even to clients. Take and make calls to answer customer inquiries and problems. Give detailed explanation to billing statements and step-bystep procedure on basic phone troubleshooting and activation. SKILLS    operates Microsoft Office Applications knows basic programming, Adobe Applications, and Web Applications knows computer formatting, configuration, installation and basic networking CHARACTER REFERENCES Available upon request.