Ma. Consolacion T. Llavanes
Ma. Consolacion T. Llavanes
34-A C. Lucas Street, Brgy Santolan, Pasig City, Philippines 1610
Phone: - ; -
E-mail:-Nickname: Toni / Maricon
Birthday: May 23, 1983
Objective
To continually push the limits of my skills, capabilities, and talents in every endeavor I undertake.
Education/Training/Certification
Six Sigma Yellow Belt Certification (September 2010)
Telus International Philippines, Business Process Improvement department
American Accent Training (May 2005)
John Clements Consultants Inc., Makati City
Bachelor in Elementary Education major in Special Education
(June 1999 - May 2003)
University of the Philippines, Diliman, Quezon City
Experience
Customer Relations Executive (August 2016 – present)
Accenture (Eastwood, Libis, Quezon City)
Functions as customer service and sales representative for a UK telephone company’s retention
department.
Online Research Assistant (December 2014 – present)
*home-based freelance; part-time*
(Virtual Professional type of job) Researches key information about companies as part of due
diligence requirements for clients which include 3M, Hewlett-Packard, and Microsoft.
Training Officer (February 2010 – May 2014)
TELUS International Philippines, Dell Financial Services (Araneta Center, Cubao, Quezon City)
Resume:
Equipped new hire customer service representatives to handle job requirements (classroom
training); supported department team members by providing vitality training and refreshers, and
overseeing focus representatives who required advanced and specialized guidance in achieving their
metric goals (one-on-one training and coaching); created training materials for use in classroom
training and for addition in an online knowledge base (instructional and training design); and
assisted colleagues in meeting training goals (team management)
Resolutions Specialist Team Manager (August 2009 – February 2010)
TELUS International Philippines, Dell Financial Services (Ortigas Center, Pasig City)
Led a group of Level 2 customer service representatives who handled highly specialized billing and
financing tasks and processes which included payment research, account consolidation, and
processing refunds.
Resolutions Specialist Team Support (October 2008 – August 2009)
TELUS International Philippines, Dell Financial Services (Ortigas Center, Pasig City)
Assisted the RS Team Manager in providing skills development assistance and monitoring
performance of a group of Level 2 customer service representatives who handled highly specialized
billing and financing tasks and processes which included payment research, account consolidation,
and processing refunds.
Frontline Customer Service Team Support (March 2008 – October 2008)
TELUS International Philippines, Dell Financial Services (Ortigas Center, Pasig City)
Assisted the Frontline Customer Service Team Manager in providing skills development assistance
and monitoring performance of a group of Level 1 customer service representatives who handled
basic billing and financing tasks and processes which included explanation of financing products and
bill charges.
Frontline Customer Service Representative (February 2008 – March 2008)
TELUS International Philippines, Dell Financial Services (Ortigas Center, Pasig City)
Provided basic billing and financing assistance to business customers of Dell Financial Services.
Team Case Manager (August 2006 – February 2008)
TELUS International Philippines, Dell Customer Care (Ortigas Center, Pasig City)
Provided high level assistance to customer service representatives of Dell’s Americas Business Unit
in resolving their cases efficiently in a timely manner.
Resume:
Inbound Sales Representative (May 2005 – August 2006)
TELUS International Philippines (Ortigas Center, Pasig City)
Processed requests for purchases from Dell Consumer customers for replacement parts after
doing basic troubleshooting as well as providing expert recommendations for upgrades.
Special Education Directress (June 2003 – March 2005)
International Montessori School (Forbes Park, Makati City)
Created and implemented Individual Education Plan for children with special needs fully
mainstreamed in a regular Montessori classroom environment.
Skills
Years of
Experience
Proficiency
Teaching/Training
16
Advanced
Computer Literacy
15
Intermediate
Administrative Support
10
Intermediate
People Management
10
Intermediate
Coaching
7
Intermediate
Instructional Design
2
Beginner
Publicity / Promotional
2
Beginner
Skill
References
Available upon request
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