KER L. QUILENDERINO
OBJECTIVE
To apply to any position which fits my qualifications that may utilize my skills and abilities honed on teamwork, determination and creativity.
PERSONAL DATA
Nickname: Ker
Birthday: February 21, 1987
Birthplace: Pasay City
Marital Status: Married
Nationality: Filipino
Address: Blk 6 Lot 7 Alta Homes Subd. Molino 3 Bacoor, Cavite, Philippines 4102
Email Address:-Skype ID: Ker Quilenderino
Contact Numbers: - / -
ISP: PLDT FIBR 20MBPS
WORKING EXPERIENCE
Storm Media Ltd. (eCommerce Company)
Virtual Customer Support Representative, (Weekend, 6hrs/day), June 2017 - Present
Roles and Responsibilities:
Resolves product or service problems by clarifying the customers complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Managing large amounts of customer inquiries.
Build sustainable relationships and trust with customer accounts through open and interactive communication.
Meet personal/customer service team sales targets.
Work with Customer Support Manager to ensure proper customer service is being delivered.
Monitor and manage orders
Manage and monitor all social media channel.
Tools Used:
Zendesk
Shopify
SharePoint
Google Sheet
Telco Services International (MOA Complex, Pasay City)
Customer Experience and Sales Agent, (Telecommunications Account), February 2017 - May 2017
Roles and Responsibilities:
Manage large amounts of incoming calls and customer inquiries
Generate sales leads
Identify and assess customers’ needs to achieve satisfaction
Tools used:
Siebel
AWBT
Outlook
CAT (Customer Account Tool)
Transact
ESQ (Enhanced Serviceability Query)
Convergys Philippines (Northgate Alabang, Muntinlupa City)
Subject Matter Expert, (Telecommunications Account), May 2012 - October 2016
Roles and Responsibilities:
Admin Support
Process back orders
Callback customers to resolve escalated issues
Handle product recalls
Keep records of customer interactions, process customer accounts and file documents
Prepare product or service reports by collecting and analysing customer information
Place or cancel orders according to company's standards
Assist team mates on handling complicated issues on customers’ accounts
Divide the tasks assigned by the management to my team mates for completion
Chat/Email Support
Develop strong customer relationships and responsible to resolve queries of the customers through e-mail and chat within the assigned TAT
Build customer relationships as part of the sales process
Manage and take ownership of the resolution process for all customer related issues
Inform member of current promotions and new or updated products
Maintain up to date knowledge and assimilates quickly to new promotional offers
Sales and Service Support
Accept inbound calls
Ensure high levels of customer satisfaction through excellent sales service
Assess customers needs and provide assistance and information on product features
“Go the extra mile” to drive sales
Remain knowledgeable on products offered and discuss available options
Cross sell products
Team up with co-workers to ensure proper customer service
Tools used:
Oracle
LivePerson
RightNow
Citrix
SingleView
Watsons Philippines (MOA Complex, Pasay City)
Pharmacy Assistant, July 2011 – December 2011
Roles and Responsibilities
Assist customers on their orders and queries
Provide basic knowledge on medicines
Stock and take inventory of prescription and over-the-counter medications
Clean pharmacy equipment, help with the maintenance of equipment and supplies - Manage the cash register
Superstar Virgo (Star Cruises Pte. Ltd 9 Penang Road #11-08, Park Mall Singapore) Food and Beverage Attendant, August 2010 – May 2011
Roles and Responsibilities:
Provide excellent customer service to ensure satisfaction
Take customer orders and deliver food and beverages in a timely fashion
Make menu recommendations, answer questions and share additional information upon request
Teletech Customer Care Management Philippines Inc. (SM Bacoor, Cavite Philippines)
Customer Service Representative-Data Entry Specialist (Telecommunications Account), May 2007 – December 2009
Roles and Responsibilities:
Prepare, compile and sort documents for data entry
Check source documents for accuracy
Verify data and correct data where necessary
Obtain further information for incomplete documents
Update data and delete unnecessary files
Combine and rearrange data from source documents where required
Enter data from source documents into prescribed computer database, files and forms
EDUCATIONAL BACKGROUND
Manila Doctors College-
PDMB Macapagal Blvd Pasay City
Course: BS in Nursing
(Finished 3rd Year with no back subjects)
University of Perpetual Help Rizal-
Alabang- Zapote Road, Las Piñas City
Business High School
Skills and Qualifications
-More than eight years of experience in diverse customer service and sales working environments.
Exceptional customer service skills.
Strong and engaging interpersonal communication skills.
Experience using email, internet browser, and word processing software (Microsoft).
Superb verbal and written communication skills.
Excellent time management and organization skills.
Ability to thrive in a fast-paced, high transaction environment.
Able to work 8-12 hours (day shift, mid shift or night shift)
Reliable, energetic, hardworking and recognized for handling additional responsibilities.
CHARACTER REFERENCES
James Villarta
Team Leader/Supervisor (Convergys Philippines-
Leslie Campillo
Assistant Team Leader/Supervisor (Convergys Philippines-
Celeste Genova
Sales Coach (Convergys Philippines-
