Luisa Montesa

LUISA REYES MONTESA 20 Calle Cesar Privada Homes, Engineering Street, West Fairview Brgy Sauyo Q.C. Mobile:- /- Email:- PERSONAL DATA Date of Birth Age Place of Birth Religion Citizenship Civil Status : February 5, 1978 : 42 years old : Quezon City : Christian : Filipino : Married EDUCATIONAL BACKGROUND LAGRO ELEMENTARY SCHOOL Lagro Subdivision, Brgy Greater Lagro QC- SECONDARY : LAGRO HIGH SCHOOL Lagro Subdivision, Brgy Greater Lagro QC- COLLEGE : POLYTECHNIC UNIVERSITY OF THE PHILIPPINES Sta. Mesa Manila Bachelor of Science in Industrial Psychology- WORKING EXPERIENCE Administrative Assistant [-] ADAA ENGINEERING CONSULTANT Alfred Bldg., Quirino Highway, Novaliches Quezon City Job responsibilities: Answer phone calls from the clients and provide status of Structural Designs and deadline of submissions. Respond to emails regarding design requests from the clients and forward all information to Engineers and Architects. Photocopy/Blueprint all documents needed for meetings and inspections. Remind clients regarding the deadline of payments and collections. Directory Assistance Agent (Acting Peer Coach) [2006 to 2009] NCO/RMH Teleservices Asia-Pacific Inc. ELJ Communications Center, Mother Ignacia Ave., Quezon City Job responsibilities: • Suggests alternate locations and spellings under which number could be listed. • Respond to requests for directory assistance telephone calls, which are basic and routine in nature. • Used a computerized system to gather information and answer directory assistance questions as prompted by incoming calls. • Used identified keying strategies to query database for cities, names and/or listings. • Process customer calls consisted with marketing strategies and customer satisfaction measurements to include but not limited to branding and closing. • Conduct training and coaching sessions to agents to help them improve and to provide strategies on how to lower their call handling time that will not affect their customer satisfaction scores. Bank of America – Collection Agent [May 2009 to August 2009] NCO/RMH Teleservices Asia-Pacific Inc. ELJ Communications Center, Mother Ignacia Ave., Quezon City Job responsibilities: • Collect debt, and work for third-party collection agencies. • Work for the original creditor, such as a loan or credit card company. • Contact customers via phone call or e-mail to collect debt. • Make arrangements for the customer to make a payment. • Follow all federal and state laws required by the Federal Trade Commission Amazon Customer Service – Agent [August 2009 to October 2009] NCO/RMH Teleservices Asia-Pacific Inc. ELJ Communications Center, Mother Ignacia Ave., Quezon City Job responsibilities: • Respond promptly to customer inquiries. • Process orders, forms, applications and requests. • Manage customers' accounts. • Keep records of customer interactions and transactions. • Communicate and coordinate with internal departments. Senior Customer Care Specialist (Super User/Back Office) [February 2010 to 2019] CONCENTRIX DAKSH PHILS. - Xerox UK 2ND Floor Bldg F., UP Ayala Technohub, Commonwealth QC. Job responsibilities: • Back Office Admin heading UK queue for consumable orders and main responsible for reduction and savings. • Process orders and contact customers for verification of orders and negotiate if necessary. • Person in charge for key checks for various released orders by different Super Users from different languages to ensure the quality and process compliance on every order. • Responsible on most KPIs of Back Office Consumables performance grid • Assist voice agents on their work related concerns, take escalation calls in the absence of SME/TL • Taking calls if needed to help pass the Service level • UK Club Advisor, actively participates in employee engagement activities and spearheaded budgeting on account activities. Senior Quality Evaluator (July 2019 to April 2020) Job responsibilities: . Evaluate calls and check the areas for improvements. . Coach and monitor agents to ensure that they are following the process and guidelines. . Create exams for knowledge check on a monthly basis Sales Inbound, Outbound, Chat and Email Support Upwork Client (April 2020 to present) Part time – 4hrs a day EST. Handling chat, email and call sales inquiries for Fireplace installations and materials. CHARACTER REFERENCES Mrs. Danabel Queyquep Operations Manager Concentrix Daksh Phils Contact number: - Mrs. Sunshine Torres Team Leader – Concentrix Daksh Phils. Contact number :- Ms. Maria Giovanni Soriano Team Manager NCO/RMH Teleservices Asia-Pacific Inc. NCO Contact number: - I hereby certify that all information written above is true and correct. Luisa Reyes Montesa Applicant