Jezra Calnea

JEZRA VILLACRUSIS CALNEA #2427 Ilang Ilang St. D Camarin, Caloocan City Cell Number:- email:- JOB OBJECTIVE To secure a highly energized position where I can utilize and expand my abilities while contributing to organizational and company goals. WORK EXPERIENCE CONVERGYS Philippines Inc. (May 2009 to present) Email Support Professionals, SiriusXM (August 2009 to present) Provides information and assistance to subscribers of a satellite service provider by responding to billing inquiries, satellite and Internet radio services and programming feedback via email. Hands on training in problem solving skills, in the areas of operations and issues regularly brought by customers through emails. Exercises excellent communication skills in verbal and written. Manages to attend daily, weekly and monthly targets specified by the process. Mentor and POC (Point of Contact) of XM Team (Prior the merging of Sirius and XM) Handled bottom quartile Support Professional and helped them meet monthly target. Encouraged professional development and growth via effective coaching and communication. Promoted teamwork and cooperation in order to hit their goals. Processed escalations. SiriusXM Customer Service Representative (May 2009 to August 2009) Handled a high influx of inbound calls within a dynamic call center environment. Managed multiple metrics and maintained effective results in quota driven workplace. Responded customer’s inquiries and resolved issues efficiently and professionally. Exercised strong interpersonal communication skills with customers and department personnel. Utilized multiple call center support applications to efficiently assist and customers and agents. ePLDT Ventus Parlance System Inc June 2007 to September 2008 Advanced Technical Support Representative – Dish Network Payments and Billing - accept payments by a variety of methods, offer self-serve payment solutions, explain charges and credits on the customer’s bill, and resolve complex billing scenarios Product features - assist customers with pay-per-view orders, change programming packages, equipment upgrades, and educate customers about the many features of DISH’s award-winning products Sales - use a consultative approach to educate and offer existing customers additional programming, and promote products and services to enhance their DISH experience Supports Tier 1 technical support and customer service phone support for external customers RELATED SKILLS Proficiently utilize Windows OS (XP, 7, 8, 10) and internet search engines Strong organizational, time management, and problem solving skills Excellent written and oral communication skills Strong sense of professionalism and active listening skills Ability to problem solve and use resources on proprietary software/tools to understand and craft the right solution across varying customer needs, business rules, and processes Ability to detect errors, evaluate the problem areas and provide feasible solutions EDUCATION College:Technological University of the Philippines Manila Bachelor in Applied Science, Major in Environmental Science 2002 PERSONAL BACKGROUND Born in Quezon City on December 23, 1985 31 years old, married, Filipino Citizen Religion is Baptist, Christian Can Speak in English and Filipino Character references are available upon request