JULIE ANNE GLADY P. YALUNG
Mobile -); Email Address:-#3 Daffodil Street Phase 3 Punta Verde Pulung Cacutud, Angeles City 2009, Phils.
Skype id: kukz.10
VIRTUAL ASSISTANT
September 15, 2017 to present
Manages client’s emails and ensures timely submission of application to different companies.
Perform other tasks assigned from time to time (transcription and research)
CUSTOMER SERVICE REPRESENTATIVE
Telstra – Convergys
Eton Centris Cyberpod 3,
EDSA Cor. Quezon Avenue,
Quezon City, 1100 Metro Manila
August 1, 2016 to December 3, 2016
Handles customers’ billing enquiries/disputes, order follow up, process order modification and add new services.
TEAM MANAGER
Hughes Network Systems
(Satellite Internet Connection)
March 2011 to August 18, 2013
Sutherland Global Services, Clarkfield Pampanga
Responsible for leading a team of Billing and Technical Support representatives who respond to customer inquiries/requests (Payment; Bill Explanation; Service Upgrade; Browsing Performance Issues)
Avis Budget Group
February 16, 2009 to February 2011
Sutherland Global Services, Clarkfield Pampanga
Responsible for leading a team of Reservation Agents who respond to customer inquiries/requests (Car reservation, modification, location directions, and general inquiries about car rentals)
UOL VOIP/DSL
August 2008 to February 15, 2009
Sutherland Global Services, Clarkfield Pampanga
Responsible for leading a team of Customer/Technical Service Agents who respond to client’s customer inquiries (Billing, Retention, Technical Support, & Registration) via telephone
PHH Mortgage Services
January 14 to July 2008
Sutherland Global Services, Clarkfield Pampanga
Responsible for leading Team Players that orders documents (Credit Supplement, Verification of Employment, Home Owner’s Insurance, etc) from different establishments needed to approve borrower’s loan or mortgage application.
Office Depot
August 28, 2007 – January 13, 2008
Sutherland Global Services, Clarkfield Pampanga
Handles a team of Customer Service Agents who takes orders from consumers and respond to customer inquiries
UOL VOIP/DSL
November 2006 to August 2007
Sutherland Global Services, Clarkfield Pampanga
Responsible for leading a team of Customer/Technical Service Agents who respond to client’s customer inquiries (Billing, Retention, Technical Support, & Registration) via telephone
Special Assistance Group Team Leader
August 2005 to October 2006
Convergys Philippines, Services Corporation
7th Floor Tower II Enterprise Center, Ayala Ave., Makati City
GlaxoSmithKline, Philippines
Handles escalations and manage SAG, Medical Representatives, patients, and Patient counselors’ inquiries
Handles Call Center’s Help Desk
Call Center Team Leader
February 2005 – July 2005
Asia Partnership Philippines Incorporated
Ayala Triangle Ayala Avenue, Makati City
GlaxoSmithKline, Philippines
Handles escalations and manage Counselors’ inquiries
Trainer
December 2004– January 2005
Asia Partnership Philippines Incorporated
Ayala Triangle Ayala Avenue, Makati City
GlaxoSmithKline, Philippines
Facilitates new hire training classes for the different patient programs of the call center
Coaches and mentors new hire candidates during the first phase of their deployment to the floor
Incidence Rectifier
November 2003 – November 2004
Asia Partnership Philippines Incorporated
Ayala Triangle Ayala Avenue, Makati City
GlaxoSmithKline, Philippines
Handles all customer complaints through investigation & coordinates with concerned departments involved in the resolution of the Incident Report
Provides feedback to the customer, MD or MR through telephony, SMS, and e-mail
Coordinates with the concerned departments involved in the resolution of the Incident Report
Ensures good customer relations
Patient Management Counselor
October 2002-October 2003
Asia Partnership Philippines Incorporated
Ayala Triangle Ayala Avenue, Makati City
GlaxoSmithKline, Philippines
Effectively manages needs and concerns of customers resulting to increased customer loyalty and increased revenues for GSK through technology-based customer interfaces.
Implements effectively customer relationship programs in all channels of communication such as fax, e-mail, direct mail, web chat, telephony, and SMS.
Clinical Supervisor
March 2002 – July 2002
San Sebastian Physical Therapy & Rehabilitation Charity Center Quiapo, Manila
Provides treatment program for disabled patients
Supervises Physical Therapy interns in managing and treating disabled patients
Gives lectures and practical exams to Physical Therapy interns
Customer Service Representative
June 2001 –November 2001
Hongkong Shanghai Banking Corporation
Ortigas Center, Pasig
Handles queries regarding Sunlife Demutualization
Performs clerical jobs assigned from time to time
Clinical Supervisor
February 1999 – April 2001
San Sebastian Physical Therapy & Rehabilitation Center
Bachelor of Science in Physical Therapy
Emilio Aguinaldo College, Ermita, Manila
June 1993- April 1998
TOEFL Exam (February 2014)
LEAD Training – Sutherland Global Services, Phils. (March 15-19, 2010)
Basic Supervisor Development Workshop - Sutherland Global Services, Phils. (March 26-30, 2007)
Green Belt Certification: Initiative: Increase Production with less OT hours. – Convergys, Phils. (July 2006)
Performance Management Orientation and Mid-Year Performance Discussion Training - Convergys, Phils. (July 4, 2006)
Team Leader Development Program Training II v2 - Convergys, Phils. (November 7, 2005)
Performance Management System and Performance Appraisal & Discussion - Convergys, Phils. (December 16, 2005)
Hepatitis B Disease, Zeffix & Hepsera Tranining – GlaxoSmithKline, Phils. (February 2005)
Interaction Management Training, GlaxoSmithKline, Phils. ( July 10-12, 2004)
Intensive Disease, Product, and Program Training for GSK Cardiovascular, Respiratory, Hepatitis B, and Pediatric Nutrition, GlaxoSmithKline, Phils. (October 2002)
Customer Service Training, GlaxoSmithKline, Phils. (October 2002)
Clinical Supervisor – San Sebastian Charity Physical Therapy & Rehabilitation Clinic (March 2002 – July 2002)
Customer Service Representative – Hongkong & Shanghai Banking Corporation, Ortigas Center, Pasig City (June 2001 – November 2001)
Nickname: Julie
Birth date: 18 June 1976
Height: 5’3”
Weight: 115 lbs
Religion: Roman Catholic
Nationality: Filipino
Birthplace: Bacolor, Pampanga
Proficient in Microsoft Office (MS Word, Excel, PowerPoint); proficient in oral and written
English, exceptional versatility and adaptability, flexibility, easily establish rapport with
Supervisors, co-workers and customers, and open to multi-tasking.
Available upon request
I hereby certify the above information to be true and correct to the best of my knowledge.
Julie Anne Glady P. YalungDate: _________________
