IVY LEAH A. LISING
Unit 4C Dona Luisa Building
24 A Bonifacio St Brgy Kabayanan
San Juan City, Metro Manila-
JOB OBJECTIVE: I am looking for a long term job where I can share the best of my skills, knowledge, experience, education and accomplishments, and be one of the best asset of the company.
WORKING EXPERIENCE
June 2011 – Dec 2015 Team Leader
Well Done International
Allterco Pty Ltd
In charge of running and managing the call centre daily.
Conducts staff performance reviews.
Resolves escalation in an efficient and timely manner
Approves refund amount and submits weekly and monthly refund reports.
Communicates directly to the client and ensure that they are happy and satisfied at all times by providing prompt response and solutions to their challenges.
Handles overflow workload by performing agent duties as well.
Schedule and organize shifts & breaks of agents to ensure that customers are never left unattended.
Monitor team's performance and securing targets and KPI's are fully met.
Nov 1, 2009 – May 2011 Customer Service Representative
Well Done International
Allterco Pty Ltd
Responds to emails, voicemails and phone inquiries/complaints
June 2009 – Oct 2009 Customer Service Representative
Transcom Worldwide (Philippines)
Sears Canada Account
Order taking and upselling
April 29, 2008 – Jan 14, 2009 Customer Service Representative
Sitel Philippines Corp
Telecom New Zealand – Prepaid Account
Responds to phone inquiries/complaints
Feb 19, 2007 – Aug 22, 2007 Customer Service Consultant
Convergys Phils Services Corporation
GMAC Insurance Account
Answer queries regarding their insurance
Apr 18, 2005 – Aug 6, 2005 Account Manager
Branders.com, Inc.
Introduces the different promotional items we have in our website and process orders.
Aug 3, 2004 – Apr 17, 2005 Quality Assurance Specialist
Vocativ Systems, Inc. - ePLDTSMART
SMART Prepaid Account
Monitor and evaluate calls and performs immediate feedback to agents.
Coordinates with Team Leaders for coaching requirements on agent's performance.
May 8, 2002 – July 09, 2004 Customer Service Representative
Vocativ Systems, Inc.- ePLDT
Bankard Credit Card Account
Answer phone queries regarding their credit card account.
Handles billing and payment complaints and reversal of charges if deemed valid and necessary.
Updates our database with customer's information.
April 11, 2001 – January 15, 2002 Customer Service Representative
Ziby Solutions Philippines, Inc.
Provides details on our products and services
SEMINARS ATTENDED
August 4, 2007 Attitude, Customer, Excellence (ACE) Workshop
Conoscenza Inc.
Philippine Stock Exchange Center, Exchange Road, Ortigas Center Pasig City
November 19, 2003 Effective Presentation Skills Training
Vocativ Learning & Development
7th Flr PLDT-MGO Building Makati City
November 14, 2003 Feedback Fundamentals Training
Vocativ Learning & Development
7th Flr PLDT-MGO Building Makati City
May 2002 Service Mileage (Basic Call Handling)
Guthrie & Jensen Consulting to Management
Hatch Asia, Fort Bonifacio
October 23, 2000 Unleash Your Highest Potential Seminar
Quezon City Medical Center & College
EDUCATION
1996 – 2000 QUEZON CITY MEDICAL CENTER & COLLEGES
Bachelor of Science in Physical Therapy
1994 – 1996 FAR EASTERN UNIVERSITY
Bachelor of Science in Physical Therapy
1983 – 1994 DOMINICAN COLLEGE
1st Year to 4th Year High School
Grade I to Grade VI
CHARACTER REFERENCES
Marielle Mendoza Rubio
Customer Service Operations Head -Makati Medical Center-
Annalie Culadilla
Site Supervisor - Well Done International (Manila Office-
Judy Potter
Managing Director - Well Done Contact Centres-
