Krizanne Marie Corteza

CORTEZA, KRIZANNE MARIE B. San Miguel Compound, Pitogo Consolacion Cebu 6001 Contact Number:- Email Address:-Skype ID:- OBJECTIVES: To obtain a position that will enable me to use my strong organizational skills. To help seeking a position that will benefit from my sales experience as well as where my customer relations experience can be fully utilized to improve customer satisfaction and enhance the company brand name. To enhance my professional skills in a dynamic and stable workplace. PERSONAL INFORMATION: Nickname:Kryz Age:34 years old Date of Birth:December 13, 1986 Place of Birth:Sogod, Cebu Nationality:Roman Catholic Citizenship:Filipino EDUCATIONAL ATTAINMENT: Tertiary University of San- Jose Recoletos Associate in Hospitality Management Magallanes St., Cebu City June 2010- March 2012 Secondary La Consolacion College (formerly Holy Child School) Poblacion Lilo-an, Cebu June 1999- March 2003 WORKING EXPERIENCE: OJT- Sunburst Fried Chicken SM Cebu City Reclamation Area Cebu City October 2011- January 2012 Aegis PeopleSupport Customer Service Representative I.T Park Lahug Cebu City June 2012- August 2012 Tasks/Responsibilities: The account was travel account (Expedia). What we did was booking flights, assists customers with their flight reservations, cancellations and ticketing issues, checked for itineraries, checked for the availability of flight schedules. Tools/Software: We used AVAYA hard phone. The usage of the hard phone is where our logs are being tracked that includes lunch and breaks. Convergys Philippines Inc. (formerly Stream Global Services) Customer Sales Professional Jcenter Mall Bakilid Mandaue City August 2012- October 2015 Tasks/Responsibilities:  We do inbound calls on an online catalog (Fingerhut). We placed orders on customers’ behalf. We run credit application over the phone, checked the status of the order (delivery or expected delivery date). We do upsell (soft selling). We also offer a protection program that is to protect their account. Tools/Software: We used AVAYA Softphone. Same as the AVAYA hard phone wherein we do our log ins and log outs. It tracks everything and also it captures the time you have been on your calls.  The Results Company Customer Service Associate Mactan Newtown Lapu-lapu Cebu October 2015- June 2016 Tasks/Responsibilities:  I was working in a mobility account (sprint). We do just basic troubleshooting if the customer’s phone is not working like for example, they do not have internet access, if they do not have signals or they can’t make calls, etc. If basic troubleshooting won’t work, we are going to transfer them to our Technical Support Department for assistance. We read billing statements. We add more minutes, tracked call/text logs, locked their mobile phones if in case they reported it as stolen. We provide Total Equipment Protection for the protection and security of their devices. We also change/swap plans.  Tools/Software: We used iCare to pull up the account info of the customers and also AVAYA hard phone.  Concentrix Customer Service Associate Mactan Newtown Lapu-lapu Cebu October 2016- May 2018 Tasks/Responsibilities: This is a Retail Account for Amazon. We do inbound and outbound calls. We only refer our customers to place order online. We checked for the delivery status, tracked packages, and contact couriers for the delivery and for the delays. We do follow-up calls to our customers most especially when the delivery date has been changed and if there’s a need to call the courier. We send emails timely to them regarding their concerns of calling or a confirmation email. We also changed payments over the phone, but that is case to case basis. We do refunds, replacements. If the items are not directly sold and fulfilled by Amazon, we transfer them to sellers.  Tools/Software: We used CSC or Customer Service Central to pull up the account of the customer and it tracks the minutes of the call. We also a KC Policy tool wherein that would be our guide for policies we need to use and our reference to what emails we need to send to our customers.  Homebased Jobs Experience: May 2018 - January 2019 Appointment Setter/Real Estate/ Chat Moderator Tasks/Responsibilities: Email and chat moderator. Will send emails through the LinkedIn account. Calling prospect Leads for Real Estate, outbound calling including Insurance. I used Microsoft Excel to do listings to those Leads I have called and contacted. I have been working for home-based for eight months. We used Hubstaff and Skype. As a Chat Moderator, I have been working for six months. Teletech Company IT Park Lahug, Cebu City September 2019- August 2021 Tasks/Responsibilities: I was working in a retail store online with computers and accessories. This was an inbound calling. We do check status of the order, cancellations, process refunds and replacements and placing orders. Calling outbound for disconnection of calls, sending emails for invoice and payment. We used Zoom as well. SKILLS and ABILITIES: Computer literate (EXCEL, WORD, SPREADSHEET, CHROME) Phone and Email Support Sales Support Telemarketing Chat Moderator Skype / Zoom Google Drive and Calendar Good in English communication (written and verbal) Adaptability and ability to work under pressure Teamwork Multi-tasking skills Problem analysis and problem solving Organizational skills and customer service orientation Strong work values Interpersonal effectiveness