JACQUELINE CANLAS BENID
Blk 8 Lt 7 Ph 4 Console Village, Brgy. Dita, Sta. Rosa, Laguna 4026
Email:-
Contact number: - / -
✓ Over fifteen years combined customer service excellence in the fastfood & BPO industries for local PH, US, UK & AU consumer markets.
✓ Strong time management skills and in a fast paced call center environment. Highly adaptive with keen attention to detail and able to learn quickly.
✓ Valued contributor who performs confidently and effectively under pressure and thrives on challenges. ✓ Enthusiastic learner who quickly grasps concepts and technical skills. Proactive and positive thinker, able to work efficiently whether solo or in a team.
EMPLOYMENT HISTORY
HSBC Electronic Data Processing, Inc.
Filinvest One Building, Filinvest Ave., Alabang, Muntinlupa City, Philippines
March 2016 to Present
Provide first level support via personal telephone banking for HSBC UK customers including account balances, bill payments, product information & account opening for current, savings and lending accounts such as overdraft, credit card and personal loan.
Handled complaints resolved at first point of contact and maintain the highest confidentiality ensuring & establishing account security information.
Consistently met monthly target sales and offers criteria with good to strong performance rating month on month based on FCR, AHT & CSAT.
Business Consultant / E-mail Chat Support
TELETECH - 2nd Floor Robinsons Place, Brgy Tagapo, Sta. Rosa City Laguna, 4026
March 2013 to March 2016
Provided first level support focusing on customer service, products such as mobile phones, mobile devices, home phones and broadband internet for Telstra, one of the biggest telecommunication companies in Australia, by responding to customer queries thru e-mail ( E-mail bill activation, request copy of bill thru email, change bill address and answering web-forms) and offering solutions from a variety of Telstra’s market leading products including: Telstra Bigpond Broadband, latest Mobiles/Tablets devices, Fixed Line.
Maintain strong business relationships with existing accounts and ensure first hand resolution by assessing individual customer needs and devising full customer-centric solutions.
Confidently handle billing disputes, payment, billing enquiries and payment extensions hence improving customer retention by presenting personalized solutions based on the customers' current and future needs.
Helpdesk Specialist - Travel Pod SME, Technical Support
SPI-GLOBAL CRM INC. (formerly E-PLDT VENTUS)
N.Garcia St.,Brgy. Bel-Air Makati City,1229
January 21, 2008 – March 2013
Travel Pod Specialist SME responsibilities:
Served as account & product SME by providing operations floor support on team coverage assisting the team leader.
Ensured first level representatives receive support through workarounds or resolutions for known or escalated issues that may possibly be encountered on a call.
Handled escalations and managed customer complaints, responded to requests for listen-in sessions to new hires to provide best practices when it comes to call handling, use of resources, multitasking and UI screen navigation.
Facilitated role playing simulations with representatives with sample accounts to familiarize new hires with different scenarios on how best to efficiently handle their calls and design activities that would teach and develop the competency of the new hires.
Conducted feedback discussion on the new agent’s call performance and ensures successful transition of trainees to Travel Pod and Production by determining areas of improvement and by producing SMART action plans.
Technical Support responsibilities :
Handled first level technical support for Dish Network, among the US' biggest satellite companies, through voice support including issues on their television i.e. connection issues, programming and signal lost, and channels issues as well as dealing with billing disputes, promotion, setting up and building new accounts.
Contributed to the creation and improvement of new operations support policies & procedures to enhance excellent customer service and increase retention, sales & reduce loss of customers.
EDUCATION
Associate in Computer Technology (SY 2002~2004)
Sta. Rosa College of Business and Computer
Tan Gana Building Balibago Sta. Rosa, Sta. Rosa Laguna
References available upon request.
