Krezia Romero

KREZIA A. ROMERO 2220 Cinco de Junio St. Pasay City-- To be able to work according to task and responsibilities ,develop my skills and share my knowledge for the progress of the company. Date of Birth: May 20, 1989 Place of Birth: Manila Gender: Female Age: 31 years old Height: 5’2 Religion: RomanCatholic Civil Status: Single Qualifications: Computer literate Can work under time pressure Can speak English fluently Hardworking Can use Microsoft Office(Excel, Word, Powerpoint) Fast Learner and can multitask Educational Attaintment: TERTIARY Southern Luzon State University Lucban Quezon Bachelor of Arts in Psychology- Saint Anne College Lucena Inc. Lucena City Bachelor of Arts in Psychology Undergraduate - SECONDARY Saint John Bosco Academy Tayabas Quezon- WORK EXPERIENCE: Move it Pro Appointment Setter November 2023 – May 2024 schedules consultations between sales staff and prospective clients, ensuring that important meetings are booked for the sales team.  UST Clover Health July 2023 – February 2024 Level 3 Customer Associate - handles claims and benefits to the provider - provides accurate information to the unpaid claims that was submitted - answers inquiries of the members regarding their eligibility. EXL November 2021 – February 2023 Aetna Senior Customer Service Representative - handles claims and benefits to the provider - provides accurate information to the unpaid claims that was submitted - answers inquiries of the members regarding their eligibility. BCS Technology April 2021 - September 2021 Pizzahut Senior Customer Service Representative - taking orders of the customers and making sure that the orders are taken correctly - sending emails to the franchisee for complaints and feedback WACS December 2020 - March 2021 DME Comms Trainer - Training them with correct grammar, subject verb agreement and sentence construction. - Responsible for the trainees to be fully equipped both in oral and written. - Helping the trainees to enhance their ability to deliver complex ideas and gain confidence. - Teaching the trainees the basic communication is not just about speaking. It has four types of communication skills Reading, Writing, Speaking and Listening. Medkismet Inc. October 2019 – September 2020 Amazon (SNC) Email Specialist Creating and monitoring email campaigns Proofread in and out email especially with the new agents Communicate with the manufacturer and distributor of the supplements we sell. Send emails to loyal customers that would like to take advantage of promotional offers. Tracking and analyzing campaign Following up on emails Placing product orders Proposes new ideas and concepts for social media content Researching competitive brands or markets. Answer inquiries in comments or for the customers that left a negative review of the product. Fashion Business Services Solutions March 2019-September 2019 SHEIN Team Leader Motivates and inspire team members. Facilitate problem solving and collaboration. Coach and help develop team members and resolves dysfunctional behavior. Familiarize the team with the customer needs, design targets, development process, techniques and tools to support performance. Communicate team status and task accomplishment. Mentoring new agents on how to answer email correctly and providing answers regarding process when they are taking calls. Trainer Training them with correct grammar, subject verb agreement and sentence construction. Responsible for the trainees to be fully equipped both in oral and written. Helping the trainees to enhance their ability to deliver complex ideas and gain confidence. Teaching the trainees the basic communication is not just about speaking. It has four types of communication skills Reading ,Writing, Speaking and Listening. Bill Gosling Outsourcing July 2018 – March 2019 Spark Senior Customer Service Rep Attend to client inquiries through inbound, outbound calls and emails. Troubleshoot client issues and consistently meets above average CSAT Assisting customer that has no supply for gas and electric. Efficiently reviews potential erroneous transfers by current supplier for both energy. Identify customer needs by sending gas card and electric key for customers to be able to top up. Booking an appointment for the customer for meter exchange. Answering emails inquiries and troubleshoot their online account. Answering complaints and helping customer set up a direct debit through email. Sending customer estimated bill by updating their meter reads on the account. Receives commendations for exemplary customer service Adhoc Role: Reporting of uncompleted tickets Reporting of emails of the agents per hour Mentoring new agents on how to answer email correctly and providing answers regarding process when they are taking calls. Sending daily,weekly and monthly report of agent’s data. Telus International Phil. JULY 2017 – NOVEMBER 2017 Match.com Senior Customer Service Rep Attend to client inquiries through inbound calls and emails. Troubleshoot client issues and consistently meets above average CSAT Identify customer needs through effective proving. Suggest most efficient approach that will provide value for the money to retain customer. Answering emails inquiries and troubleshoot their online account. ACS XEROX BUSINESS SERVICES MARCH 2016 – SEPTEMBER 2016 Wageworks Account Senior Customer Service Rep Attend to client inquiries through inbound calls and emails. Verify against the system what happened to the transaction. Troubleshoot client issues and consistently meets above average PSAT Send them email reminders regarding their reimbursement and checking the receipts they have sent. Commuter Account Attend to customer calls who would like to reload their Wagework commuter card Identify customer needs through effective proving. Suggest most efficient approach that will provide value for the money to retain customer Resolve issues of uncredited value to customer’s account. Advise customer of the steps they need to take to ensure that any out of pocket expenses related to commuter account will be credit back to them. Adhoc Role: Reporting of uncompleted tickets UNITED HEALTH GROUP MC KINLEY HILL TAGUIG ,CITY MARCH 2015 – SEPTEMBER 2015 Answered and average 70- 100 calls per day to address customer inquiries, solving problems and product information. Explaining the customers on the parts of the claim that was covered by the insurance. Verify against the system what happened to the transaction. ACS XEROX PASAY CITY SEPTEMBER 2014 – DECEMBER 2014 Aramark(Project based) Described product to customers and accurately explained details and care of merchandise. Provided an elevated customer experience to generate a loyal clientèle. Effectively communicated with and supported sales, marketing and administrative teams on a daily basis. Answered product questions with up-to-date knowledge of sales and store promotions. TELETECH PASAY CITY JULY 2013 – SEPTEMBER 2013 CSR – VISA Financial, North America Account Efficiently reviews potential erroneous transaction on the customer’s debit or credit card. Utilizes Falcon System to review doubtful transaction. Perform outbound call to personally verify potential erroneous transaction with the customer. Praised by the customer in several occasions for exemplary customer service. Accepts call to activate newdebit card for clients of credit union within the USA. Consistently exceeds AHT of 50 seconds per transaction. Accepts call from customer to block off lost and stolen card, consistently perform effective verification that leads to fast transaction Commended for exemplary customer service CONVERGYS MAKATI CITY MAY 2012 – MAY 2013 Customer Service Advisor OnStar Accounts – GMC Vehicles Described product to customers and accurately explained details and care of merchandise. Provided an elevated customer experience to generate a loyal clientèle. Effectively communicated with and supported sales, marketing and administrative teams on a daily basis. Answered product questions with up-to-date knowledge of sales and store promotions. CHARACTER REFERENCE: Angelica Manalansan Acs Xerox Trainer- Roxanne Amparo United Health Group Employee- I hereby certify that the above information is true and correct to the best of my knowledge and belief. _______________________ KREZIA A. ROMERO