Lady Theresa Iglesia

LADY THERESA VILLANUEVA IGLESIA RN 27 Brgy. San Andres Alaminos , Laguna Contact No.:- E-mail address:- PERSONAL DETAILS: Age : 31 Date of Birth : January 07, 1986 Nationality : Filipino Gender : Female Marital Status : Single EDUCATIONAL ATTAINMENT College : University of Makati J.P. Rizal Ext. West Rembo, Makati City B.S. Nursing Graduated, March 2009 San Pablo College San Pablo City B.S. Business Administration June 2004 – March 2005 STI College Sta. Cruz, Laguna B.S Information Technology June 2003- March 2004 High School : Liceo de Pakil Burgos St. Pakil, Laguna Graduated, March 2003 Company Name : Teleperformance Philippines Position Title : Customer Service Representative Position Level : Level 2 Agent Duration : July 19, 2010- January 2012 Work Description ▪ deal directly with customers by telephone ▪ respond promptly to customer inquiries ▪ handle and resolve customer complaints ▪ obtain and evaluate all relevant information to handle inquiries and complaints ▪ perform customer verifications ▪ process orders, forms, applications and requests ▪ direct requests and unresolved issues to the designated resource ▪ manage customers' accounts ▪ keep records of customer interactions and transactions ▪ record details of inquiries, comments and complaints ▪ record details of actions taken ▪ ▪ ▪ manage administration communicate and coordinate with internal departments follow up on customer interactions Company Name : Convergys Philippines Position Title : Technical Support Position Level : Tier 1 Support Duration : February 26, 2012- June 3, 2012 Work Description: • Provide client support and technical issue resolution via E-Mail, phone and other electronic medium. • Configuration of client’s equipment to connect to the Internet via modem/ • Identify and correct or advise, on operational issues in client computer systems. • setting up new users’ accounts and profiles and dealing with password issues; • troubleshooting system and network problems and diagnosing and solving hardware/software faults; • Troubleshooting tv related issue such tv input,picture and sound quality issue and parental locking. • Interpret line configuration test • Trouble shoot phone related issue such no dial tone • Setting up voicemail box Company Name : 24/7 Customer Philippines Position Title : Technical Support Position Level : Tier 2 Duration : October 15, 2012- February 2015 Work Description: • Client support and technical issue resolution via E-Mail, phone and other electronic medium. • Configuration of client’s equipment to connect to the Internet via modem/ • Identify and correct or advise, on operational issues in client computer systems. • setting up new users’ accounts and profiles and dealing with password issues; • troubleshooting system and network problems and diagnosing and solving hardware/software faults; Company Name : Exl Service Philippines, Inc Position Title : Provider Specialist Duration : August 10 2015- August 2017 Work Description: • Answer doctors inquiries regarding member’s eligibility, plan and benefits • Assist with the full range of provider relations and service interactions, including working on end-toend provider claim • Identifying and remediating claims. • Review claims and medical record submitted • Assist with appeal cases for unpaid and underpaid claims Company Name : Bibo Global Opportunity Position Title : English Online Teacher Duration : September 2017- Present • • Conduct lesson to Improve reading, writing, and speaking skills of students of diverse backgrounds in English Evaluate students grammar, pronunciation, and conversational skills • Provide recommendations to further improve their skill towards learning English Language Technical Skills ▪ MS Office ▪ call center telephony and technology ▪ data entry and collation skills Core Competencies ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ communication skills customer service orientation problem-solving information management organizational skills attention to detail persuasive ability stress tolerance flexibility CHARACTER REFERENCES: NAME 1. Laura Ciabal 2. Adriane Asprec 3.Kristin Puig COMPANY Former dean of University of Makati Exl Service Philippines, Inc Ospital ng Makati POSITION CONTACT NUMBER Professor - Lead Assistant Manager - Nurse -