Lilybeth Mangasin Ferrer

LILYBETH M. FERRER San Pablo Street, Ormoc City Leyte,-- SUMMARY  Excellent experience in team management; good coaching skills and efficient in influencing behavior.  Well verse in dealing with high ranking officers/upper management.  Excellent experience in people management, customer service, and administrative works.  Effective interpersonal and English communication skills; customer-centric with significant years of experience in customer service and business management.  9 years’ experience in a telecommunication account (customer service. retention and escalations group).  10 years solid experience in business management (general merchandise, tutorial and financing).  Proficient in MS office applications.  Trained for several leadership workshops including Business Operations Leadership Training WORK EXPERIENCES: AMAZON PHILIPPINES Resolution Specialist / Acting Team Manager June 2019 . To provide a number 1 world class customer service Responsible in providing the right resolution for the customer Take supervisory calls Conduct coaching for associates . Create and maintain customer satisfaction . Make sure customer gets the help they need in just one call April 2018 - ECONEST WASTE MANAGEMENT CORPORATION July 2017 – January 2018 Operations Manager . Set goals, objectives and establish policies for various departments in the Corporation . Planning and controlling change . Ensure good productivity and to address any problems that may arise . Setting and reviewing budget and managing cost . Ensuring that all operations are manufactured in a correct, cost effective and timely manner . . Researching new technologies and alternative measures of efficiency Managing quality assurance program TELSTRA INTERNATIONAL PHILIPPINES INCORPORATED July 2014 – October 2017 Case Manager Responsible in handling point of sale escalation to address behavioral issues. Handles supervisory call and process case/issue escalation. Make sure to Recover or retain customers. Responsible in submitting and keeping records on all data pertaining to Site escalations. Have the capability to do business judgment for credit application based on the investigation Prevent customer from going to the telecommunication Ombudsman Handle both residential and small business accounts TELEPERFORMANCE PHILIPPINES – July 2014 Customer Service Specialist Assist customers with all their billing inquiries Customer retention February2013 JADE TECH GENERAL MERCHANDISE June 2003 – January 2013 Owner/Manager Run all 3 stores, school supplies , processed goods and mini grocery Make sure stocks are always available and could cater the demand of the consumers Do all the marketing strategy CHLOE’S TUTORIAL PLACE February 2010 January 2013 Owner/Manager Manage and assist the teachers in being an effective and efficient Tutor Make sure all necessary resources are available for both tutor and tutees Make sure the place is always conducive for learning E-TELECARE GLOBAL SOLUTION – July 2008 Account Manager Provide excellent customer service Responsible for customer retention January 2007 CONVERGYS PHILIPPINES June 2005 – December 2006 Customer Service Specialist Responsible in providing the best customer service Provided technical support for customer’s mobile phone issues; handled issues on billing systems of the different services our customer has Responsible for product upselling CLB LENDING INVESTORS – May 2004 Owner/Manager Responsible in all marketing aspect Make sure collections and rotations of funds are constant October 2002 BALGOS & PEREZ LAW OFFICES June 1998 – December 2000 Legal Secretary/Receptionist/Personal Assistant Responsible in organizing the daily appointments of Hernando Perez Responsible in taking down notes on all meetings Organizing all documents Make sure all incoming and outgoing documents are well documented with receipt copies Provide excellent customer service Attends meeting CAMPAIGN MANAGER FORFORMER SENATOR SANTANINA RASUL Leyte Area (1998Election) Represent Sen. Rasul in all Cities, Municipalities and Barangays of Leyte Responsible in dealing/talking with the Governor, Congressman, Mayors and Barangay Captains to seek assistance with the campaign. Lead a large group in distributing election campaign materials EDUCATIONAL ACHIEVEMENTS: SAINT PETER’S COLLEGE of ORMOC Ormoc City Bachelor of Arts in Commerce Major in Business Management 1994 – 1998 SAINT PETER’S COLLEGE of ORMOC Ormoc City High School 1990 – 1994 ORMOC CITY CENTRAL SCHOOL Ormoc City Elementary Education 1984 – 1990 ORMOC CITY CENTRAL SCHOOL Ormoc City Preparatory Education 1982 – 1984 SKILLS: FLUENT IN ENGLISH AND TAGALOG ATTENDED SEMINAR IN TELEPHONE ETIQUETTES AND MANNERS COMPUTER LITERATE CAN MULTI TASK CAN DRIVE PERSONAL INFORMATION: BIRTHDAY: BIRTHPLACE: AGE: NICKNAME: STATUS: SEX: HOBBIES: FATHER: MOTHER: DEPENDENT/DAUGHTER: RELIGION: April 18, 1977 Ormoc City 43 Beth Single Female Cooking, Reading, Watching Movies Roberto Alba Ferrer Sr. Primitiva Mangasin Ferrer Lana Lois Allison M. Ferrer Roman Catholic