Lerma Formaran Arreza

OBJECTIVE To obtain a responsible career opportunity where I can best utilize my skills and past profession while making a significant contribution to the success of my employer. SKILLS/ SPECIAL QUALIFICATIONS ● Knowledge in the use of Microsoft Office tools: Word, Excel, PowerPoint ● Knowledge in the use of Google Workspace tools : Calendar, Docs, Sheets, and Slides, and CRM/ Trackers ● Knowledgeable in appointment setting, lead generation, and verification ● An effective communicator, leader and follower ● Strong organizational and problem-solving skills ● Has strong drive to learn and share knowledge ● Flexible and has an ability to work and cope in any given environment with excellent human relations. EXPERIENCE Heroes.ph Pampanga, Ph| 11. 2019 - 05. 2021 Home base Outbound Sales Agent/ Lead Gen/ Lead Qualifier/ Appointment Setter ● Took outbound calls to qualify seniors from different states in the U.S. ● Have successfully set up appointments for the U.S based Insurance agents to call back. ACHIEVEMENT: ◼ Top Performer for the Month of February 2021. Origo BPO (Phils) Limited, Inc. Pampanga, Ph| 06.2019 - 07. 2019 Inside Sales Associate/ Appointment Setter ● Worked as an Inside Sales Associate for one of the company's Australian clients, a workplace compliance company with head office in Melbourne Australia. ● Did outbound calling to cold/warm leads from lists/data, to generate and verify leads. ● Conducted research using online tools such as Google Search and LinkedIn Sales Navigator. ● Recorded call notes and lead information such as contact details and company information using CRM/ Tracker ● Send follow-up emails, connection requests, and scheduled appointments/ callbacks for my client in Google Calendar. Heroes.ph Pampanga, Ph| 08. 2018 - 11. 2018 Home base Outbound Sales Agent/ Lead Gen/ Lead Qualifier/ Appointment Setter ● Took outbound calls to seniors from different states in the U.S. ● Have successfully set up appointments for the U.S based Insurance agents to call back. Versatel Marketing LLC Pampanga, Ph| 07. 2018 - 07. 2018 Home base Outbound Sales Representative/ Lead Qualifier ● Took outbound calls to qualify leads in the U.S for Health insurance and directly transfer them to U.S based Health insurance agents. Sitel Phils. Baguio City, Ph | 05. 2017 - 08. 2017 AT&T/ DirecTV-ACE Customer Service Representative ● Handled appointment inquiries and program changes of new and existing customers. ● Resolved customers' concerns on purchases, billing, and basic technical issues on their TV boxes and programs (Cinemax, HBO, Starz, and Showtime) ● Effectively pitched sales on upgrades for equipment, bundles, and programs, and met weekly and monthly goals. ACHIEVEMENT: ◼Team's 3rd placer for two (2) consecutive months Alorica Philippines Inc. Batangas, Ph | 11. 2016 - 04. 2017 Macy's Credit & Customer Service Representative ● Successfully resolved customers' billing inquiries, promotion concerns, and refunds. ACHIEVEMENTS: ◼ Team's #2 Elite Ambassador for the Month of January, (January 2017) ◼ Team's CS Ambassador (100% Customer Satisfaction) for the Month of March, (March 2017) Sutherland Global Services Clark Pampanga, Ph | 09. 2014 - 03. 2015 Microsoft Accounts & Billing Customer Service Representative ● Pitched sales and successfully resolved customers' Microsoft account concerns like the purchase of software and billing, upgrading and renewal of customers' subscriptions to Office 365 and MSN. ● Successfully resolved basic technical problems for Office 365 installation and downloads. ACHIEVEMENTS: ◼ Two (2) consecutive months excellent CSAT (100% Customer Satisfaction) evaluations, November-December 2014 ◼ Consistent good Quality assurance scores Sutherland Global Services Clark Pampanga, Ph | 09. 2013 - 09. 2014 Microsoft Windows Technical Support ● Provided technical assistance to customers having laptops and a desktop computer running Windows Vista, Windows 7, Windows 8 Operating systems, and Windows 8.1 (the updated version of Windows 8 OS). Technical assistance includes: ◼ Installation, uninstallation, and reinstallation of programs, apps, and third-party software ◼ Virus removal and protection ◼ Resetting Internet Explorer settings ◼ Password resetting NCO/ EGS Philippines Clark (currently Alorica) Pampanga, Ph | 03. 2013 - 07. 2013 Customer Service Representative ● Took inbound calls for T-Mobile on customer concerns like delivery status, billing, refunds as well as promotions as advertised on television. ● Gave basic technical troubleshooting steps to customers having minor issues with mobile features and functions. ACHIEVEMENTS: ◼ Kudos Call during RTCC (100% Customer Satisfaction), June 24, 2013 ◼ 6.0 in my VOC (Voice of Customer highest rate) during TCC, June 24, 2013 Field Coordinator Pampanga, Ph | 12. 2011 - 03. 2012 Asiapro Cooperative (Dau Pampanga Branch) ● Provided the employees separate orientation of clients' house rules and company's house rules and closely monitored their adherence to policies, systems, and procedures especially in relation to meeting the clients' requirements and expectations. ● Maintained due process in handling disciplinary action to employees violating company and client policies. ● Monitored the work performance of employees regarding attendance and punctuality. ● Taught employees on matters of teamwork, productivity, and efficiency. to ensure continuous improvement in the quality of service to the clients. ● Visited head office to submit the weekly manning reports, list of active and inactive employees, new employees, and resigned employees, clients' periodic requirements such as additional manpower and contracts, and get branch employees' payslips. ● Daily field interaction with employees deployed to different clients and attending to their needs like distribution and collection of Daily Time Records or Time-keeping documents, ATM cards, check or cash payout, the client required uniform (issuance, delivery, fitting, color and, design), pending new-hire employee requirements, as well as issues regarding their SSS, Philhealth, and other important government benefits. ● Provided information dissemination to employees regarding updates and changes on company and client guidelines and policies. ● Provided feedback to head office on clients' updates, relevant information, and situations that may affect the business of the company. ● Performed special project assignments initiated by the client such as Sportsfest, Summer Outing, Christmas Party. ● Processed clearance and turn-over for the resigned employee to ensure freedom from any accountability to the client and the company. Cyber City Teleservices (currently iQOR) Clark Pampanga, Ph | 04. 2008 - 09. 2011 Call Center Agent ● Initially took inbound calls for a Financial account (WAMU)-Washington Mutual, processing credit card applications for both Mastercard and Visa credit cards. ● Took inbound calls for several Customer Service with Sales Universal Market accounts like Holsted Jewellers, 1-800 Flowers, Purchasing Power, Hair Club, Ab Circle Pro, Dr Leonards & Carol Wright's Gifts, Haband, USAI, Guitar Heroes, and Simplexity-CS which is a dedicated account. ACHIEVEMENTS: ◼ Top Performer of the Week March 28 - April 1, 2011, for Simplexity - CS ◼ Top Performer of the Week April 11 - April 15, 2011, for Simplexity - CS ◼ Top Performer of the Week April 25 - April 29, 2011, for Simplexity - CS ◼ Top Performer of the Week May 9 - May 14, 2011, for Simplexity - CS ◼ Top Performer of the Week March 15 - May 20, 2011, for Simplexity - CS Megalicious Food Corporation (Country Style) Makati, Ph | 02. 2007 - 04. 2007 Production Supervisor ● Handled 26 production staff objectively while strictly implementing production house rules. ● Accomplished daily, weekly, and monthly production reports including production staff's DTR (Daily Time Record), inventories of raw materials and machines/ ovens, daily Donuts and Bread TA (Throw-Away), and customer complaint files for all store branches. ● Attended to all franchise and corporate-owned store supervisors' complaints concerning product quality. ● Fast track on-time dispatching and delivery of donuts and other bakery products to all franchise and corporate-owned branches. ● Evaluated production crews' performance at the end of the month. MGM Food and Commodities Corporation Mandaluyong, Ph | 05. 2001 - 03. 2003 Technical Sales Representative ● Successfully promoted and endorsed the company's product line within the assigned areas by scouting potential clients, developing existing accounts, and reactivating deactivated accounts. ● Conducted market research that helped the company expand its business. ● Implemented marketing plans through sales calls to existing, deactivated, and potential clients. ● Cooperated and relayed to the R&D team the development of processed meat products specified by a particular client. ● Conducted seminars and demonstrations to clients who want to have a customized formulation for a processed meat product they want to develop while promoting the use of our company's product line. ● Helped the client troubleshoot problems encountered by providing free technical assistance, and with this, I successfully gained a lot of clients' trust. ● Took purchase orders and collections from clients through sales calls and client visits. ● Hit collections and sales targets on a monthly and yearly basis. Eclipse Telecom (Charles Cellzone) Laguna, Ph | 01. 2001 - 05. 2001 Store Supervisor ● Attended to all problems encountered by the store, Sales executives, and customer complaints every day. ● Kept store branch competitive at all times. ● Handled daily sales and disbursement. ● Maintained a precise inventory system. ● Recorded Sales executives' Daily Time Record (DTR). ● Gave suggestions to top management possible ways to improve sales and services of the store branch, ACHIEVEMENT: ◼ Increased the store's sales and profit by 5-8% for 4 consecutive months. Lazaromaz Enterprises Corporation Laguna, Ph | 08. 1998 - 09. 2000 Administrative Staff /Acting Assistant Manager Started as Administrative Staff Officer and later promoted to Acting Assistant Manager: As Administrative Staff Officer: ● Catered to all agents' and landowners' inquiries. ● Provided and assigned the landowners agents' and employees' their Personal Identification Cards and codes. ● Organized and encoded employees', landowners', and agents' profiles in an Excel file. ● Complied with scheduled reports on time. As Acting Assistant Manager: ● Handled subordinates objectively, making sure that important deadlines are met. ● Able to draw out subordinates' infinite potential by conducting training and seminars on how to accomplish tasks efficiently and effectively. ● Maintained a harmonious relationship between employees, clients, agents, and landowners. EDUCATION Tertiary: University of the Philippines Los Banos, (UPLB) Bachelor of Science in Food Technology SY’s :- Cumulative GPA : 2.60 Thesis : Utilization of Jackfruit ( Artocarpus Heterophyllus ) Seed Flour as Substitute for Wheat Flour in the Production of Selected Baked Products Grade : 1.50 Secondary: University of the Philippines Rural High School, (UPRHS) SY’s :- Primary: Maquiling School Inc., (MSI) SY’s : 1981 - 1987