Jay-Ann Kay Vergara

Jay-Ann Kay Orendain-Vergara #7 Philip Street Multinational Village, Barangay Moonwalk, Paranaque City, 1700 Contact No:- E-mail:- Objectives: Aspiring to obtain a position as a call center representative in a dynamic environment, to respond to queries, and improve my role as I enhance my customer service abilities and acquire knowledge about different services. Seeking a position as a customer service representative with an organization where I can utilize my skills and be an asset to the employer. Education: OLIVAREZ COLLEGE Bachelor of Science in Nursing PARAÑAQUE CITY - OLIVAREZ COLLEGE PARAÑAQUE CITY -) SAN DIONISIO ELEMENTARY SCHOOL PARAÑAQUE CITY -) SAN AGUSTIN ELEMENTARY SCHOOL PARAÑAQUE CITY -) Work Experience: Name of Company: IBEX Global Duration: 1 year and 1 month (September 28, 2015-November 18, 2016) Account:  Lyft ( Customer Service Representative ) - Proficiently and professionally responded to customer complaints and inquiries through email with proper empathy and correct resolution. Answered customer’s queries regarding current and upcoming promotions, ride complaints, refunds, and documents. - Handled passengers, drivers, and applicant’s concerns with proper knowledge and resolution available through training and other resources. Resolved a maximum of 160 tickets a day and consistently met performance benchmarks in all areas (CSAT, FCR, QA, and AHT). Upskilled to Lost and Found Team which handled customer complaints regarding lost and found items, and resolved each ticket with urgency and accuracy (30 minutes SLA). Key Accomplishments: - Included in Top 10 agents (November 2015) Member of account’s top team (December 2015) Top 1 agent with most resolved tickets (January 2016) Top 2 agent with most resolved tickets (February 2016) Top CSAT of the month (May 2016) Team’s POC for 6 months Attended refreshers and trainings: Empathy, FCR, Lost and Found, and various customer-related concerns. Personal Information: Sex Height Weight Civil Status Birth date Birth place Nationality Religion Languages spoken : Female : 5’5” (5 feet & 5 inches) : 140 lbs. : Married : January 14, 1990 : Daet, Camarines Norte : Filipino : Roman Catholic : English, Tagalog Family Background: Name of father Occupation Company Company Address : Samuel Bitancor Orendain : Businessman : Orendain Trading : Parañaque City Name of mother Occupation Company Company Address : Lolita Palmero Orendain : Businesswoman : Orendain Trading : Parañaque City Skills:              Proficient in using the English language Has excellent communication skills (both verbal and written) Excellent customer service skills and great enthusiasm for helping customers Computer literate (Microsoft Office, Microsoft Excel, Microsoft PowerPoint) Ability to deal with irate customers using excellent interpersonal-communication skills Willing to learn new skills Flexible Can work independently or in a team Can work under pressure Can work extended hours and during holidays Can work under a shifting schedule Excellent time management skills, attention to detail and the ability to multitask Ability to continually display positive attitude References: Name: Cherry D. Battad Position: Customer Service Representative Company address: Pascor Drive Paranaque City Contact number:- Name: Daniel Paulo A. Santos Position: Freelance Graphic Artist Company address: 7609 FC Santos Compound, Brgy. San Isidro, Parañaque City Contact number:-