Laureille Quijano

LAUREILLE QUIJANO Poblacion, Barangay 2 Pinabacdao, Samar 6716 Mobile Number: - /- Email Address:- CAREER OBJECTIVE To obtain a position in a reputable company where I can apply and enhance my work experience and expertise in the growth of the company and adding its value in the market. CAREER SUMMARY Results-oriented professional with a 1-year experience as a Customer Support and Delivery Specialist for an online furniture company. Background includes seven years as a Technical Support Specialist for a leading computer manufacturing company, with proven excellence in communication, coordination, and customer satisfaction. KEY SKILLS • • • • • Excellent communication skills (both written and oral) Technical support and fault management Coordination and order management Customer service and satisfaction Proficiency in communication and helpdesk tools i.e Zendesk, Gorgias and Shopify WORK EXPERIENCE Microsourcing Phils. Inc (Brosa Design)- Work from Home May 2022 – December 2022 Customer Delivery Specialist / Assistant Delivery Coordinator • • • • • Coordinated order delivery arrangements, returns, and collections. Assisted the Primary Coordinator in dispatching and delivery driver coordination. Managed 20-45 inbound calls from customers, providing order updates and information. Created delivery incident reports for resolution by the proper departments. Supplied logistic and support to truck drivers for effective order dispatching. Achievements: • • • • Improved incident report endorsement by 90%, enhancing customer satisfaction. Successfully submitted weekly return and discrepancy reports, contributing to accurate inventory management. Collaborated with internal team members to meet delivery targets. Maintained perfect attendance and scorecards. BruntWork (Brosa Design) – Work from Home December 2021 – March 2022 Customer Support Specialist • • • Assisted customers with order updates and status via phone, email, and web chat. Processed post-sales requests, including returns, order amendments, cancellations, and refunds. Coordinated with internal team members for effective complaint resolution. Achievements: • • • • Provided top-notch customer service with a focus on first-call resolution. Maintained perfect attendance and met daily deliverables. Effectively addressed high-value customer concerns, enhancing the customer experience. Contributed to team effort in increasing AHT score from 73% to 89% IBM Business Services – Sta. Rosa, Laguna March 2014 – April 2021 Technical Support Specialist / Branch Office Coordinator • • • Received and processed phone-in requests, creating and updating service tickets with accuracy. Managed email correspondence with vendors on maintenance contracts and service coverage. Functioned as a point of contact in the absence of the Team Lead. Achievements: • • Recognized as the Top Call Handle Agent for multiple periods. (1st and 3rd Quarter of 2019) Coordinated with hardware service engineers to deliver prompt service to customers. Bayan Telecommunications Inc. – Tacloban City November 2006 – August 2013 Universal Customer Service Representative • • • • Managed payment transactions, auditing, and balancing of financial reports. Provided customer support, including billing inquiries, payments, and sales. Developed a special retention program for subscribers requesting service termination. Processes and collated returned such as defective BWL Units, modems, telephony for inventory and replenishment. Achievements: • • Recognized as the Top Bayan Wireless Landline Account Saver, June 2009 Recognized as the Top Bayan Customer Care Representative, December 2009 EDUCATIONAL BACKGROUND ● Bachelor of Science in Hotel and Restaurant Management,- Polytechnic University of the Philippines – Sta Mesa, Manila TRAINING AND SEMINARS • • • • • • • • Workshop on Subsidiarity and Decentralization for Sustainable Development – December 2023 Training on Enhancing Inclusive Local Disaster Risk Reduction Strategies using Disability Scorecard Annex – October 2023 Social Media Marketing Success - ENGAGING YOUR AUDIENCE – Sept 2023 Cognitive Enterprise and Technology - May 2020 Security and Privacy Design - April 2020 Berlitz English Language Proficiency and Communication Training – March 2014 Bayan Emergency Management Program - October 2011 Orientation on NCMB Program - December 2011 PERSONAL INFORMATION: ● Status: Married