Kristelle Ann Fontanilla

Kristelle Ann C. Fontanilla Phone #- Email Address:- Qualifications: Energetic, self motivated and hard working person. Able to use own initiative and work as part of a team. Knowledgeable in MS office applications such as Excel, Word and PowerPoint. Work Experiences: October 2016 – January 2018 Tele Tech Lipa Leve 1- 3 Robinsons Place Lipa City, Philippines Account Handled: Telstra (Complaints Case Manager) Job Scope and Responsibilities: Aim to resolve all complaints by demonstrating strong dispute resolution skills so our customers don’t feel the need to contact the Telecommunications Industry Ombudsman to have their problem resolved. April 2016 – September 2016 Tele Tech Lipa Leve 1- 3 Robinsons Place Lipa City, Philippines Account Handled : Telstra (Credit Management) Job Scope and Responsibilities: Processing, controlling and collecting payment for the customers. This is the function within a bank or company to control credit policies that will improve revenues and reduce financial risk October 2014 – February 2016 TechMahindra vCustomer Philippines Retail Base Agent 3rd floor Ecommerce bldg. Eastwood City Libis,Quezon City, Philippines Account Handled : Target.com (Retail Base Agent) Job Scope and Responsibilities: Ensure that we provide good customer service and good quality to guest. Act of taking care of the customer's needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer's requirements are met. Peak Trainer Job Scope and Responsibilities: Handled trainings during ramp season Develops training method, writes procedure manuals and present variety of techniques including discussion, role playing, exercises and visual materials. Subject Matter Expert Handle escalated calls from First level team. Provide customer service to target.com guests , clients, customer. Peak Team Lead Job Scope and Responsibilities: Handled team during ramp season Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort. Motivate and inspire team members. Provide the team with a vision of the project objectives. April 22, 2013 – October 20, 2014 Arvato Bertelsmann SMB agent 5th floor Ecommerce bldg. Eastwood City Libis,Quezon City, Philippines Account Handled : Bing.com Job Scope and Responsibilities: Ensure that all the ads and campaigns of the advertisers will deliver. Answers inbound, outbound, chat and email query. Optimize, creating their campaign and ads to have a better performance and return of investment. October 17, 2011 - January 8, 2013 vCustomer Philippines (TechMahindra) Peak Supervisor 3rd floor Ecommerce bldg. Eastwood City Libis,Quezon City, Philippines Account Handled: Target.com (Retail Base Agent) Job Scope and Responsibilities: Ensure that company policies are being followed accordingly Supervise Team Members Assist Team Members to address and resolve a wide variety of concerns and complaints. Monitor and coach a group of operators to ensure that recommended procedures are followed and update them of their metrics and status and make sure that these operators are properly motivated. Providing career coaching and motivating Team Members. Trainer Job Scope and Responsibilities: Handled trainings during ramp season Develops training method, writes procedure manuals and present variety of techniques including discussion, role playing, exercises and visual materials. Subject Matter Expert Handle escalated calls from First level team. Provide customer service to target.com guests , clients, customer. May 19, 2008 – October 2011 ePerformax Contact Center Directory Assistance Operator 16th flr BPI bldg. Sen. Gil Puyat Ave. Makati City, Philippines Account Handled: Verizon Directory Assistance Job Scope and Responsibilities: Suggests alternate locations and spelling under which number could be listed. Refers to directories to answer questions and provide telephone information. Provide customers with accurate information regarding Directory Assistance such as residential, business or government telephone numbers, location (street/city/state), zip codes, area codes, and also additional information like air plane flights, weather reports, movie times and even horoscopes. Educational Background: TertiaryBS Tourism De La Salle Lipa Lipa City Batangas - Philippines- SecondaryDe La Salle Lipa Unified School Lipa City Batangas - Philippines- PrimaryHoly Child School Inc. Batangas City- Philippines- Personal Information: Home Address :0381 Villa Penafrancia Subdivision Bolbok Batangas City, Philippines Date of Birth:March 24, 1987 Religion: Roman Catholic Nationality: Filipino Age: 32 yrs old Civil Status: Married