Janel Santiago

JANEL SANTIAGO Customer Service Specialist with 8 years of experience in the international BPO industry handling technical support, billing, sales, and financial accounts. Capable of thinking straight in a difficult situation while providing excellent solutions. Easy to learn and work on a different task in a timely manner CONTACT PERSONAL DETAILS Date of Birth 26, October 1989 Nationality Filipino Marital Status Married Address 0562 Brgy Pritil, Guiguinto, Bulacan EDUCATION Bachelor of Science in Medical Laboratory Science Our Lady of Fatima University (2019 - Present) Bachelor of Science in Nursing Bulacan State University 2006 – 2007 LANGUAGES (WRITTEN AND SPOKEN) English Tagalog --linkedin.com/in/janel-santiago-ab WORK EXPERIENCES CITI BUSINESS PROCESSING SOLUTIONS (Customer Service Officer) December 2015 – May 2018 34th ST Citi Plaza Bldg. Bonifacio Global City Taguig Billing specialist for US Citi credit card holders. Upselling on products or services that may enhance customer’s credit card experience Account enhancement and updates, and walkthrough on using online and mobile applications for customers’ access Educate product and features of different cards offered by Citi Bank. TELEPERFORMANCE INC (Site Resolution Cell, SME, Sales, and tech support for VODAFONE AND TELSTRA) March 2011 – November 2015 14th floor, Octagon Bldg. Ortigas Center, Pasig City Billing specialist for Vodafone and Telstra account holders. Processing sales and activation of services (mobile, broadband, cable, internet, home phone). Technical Support for modems, mobile phones, etc. WORK EXPERIENCES Support 200+ agents on the floor and manage escalated calls. Assist team leaders and managers in coaching sessions and meeting site metrices Daily task includes sending daily reports and data scrubbing. RESULTS MANILA INC (Customer Service Officer for Virgin Mobile US) February 2010 – June 2011 Silver City Mall, Frontera Verde, Ugong, Pasig City AFFILIATIONS COLLEGIUM OF MEDICAL TECHNOLOGY STUDENTS (COMETS) PASMETH Member Billing specialist for Virgin Mobile Pre-paid users. Technical support for mobile phone and mobile broadband. PNI-KMPG INC. (Customer Service Officer) December 2008 – February 2010 34th floor, Raffles Bldg, Ortigas Center, Pasig City Billing specialist for Grants, Dietary supplement products SKILLS Phlebotomy Microsoft Office Programs Clinical Research Point of Care testing kits Web and tech-savvy Good communication skills