Ma. Emmalee Kobayashi

 Ma. Emmalee Jumagdao-Kobayashi 126 Saudi Arabia St. Betterliving Subdivision, Barangay Don Bosco Paranaque City, Philippines 1711 - - Summary of Qualifications Has extensive knowledge in MS Word and MS Excel Applications. Strengths lie in utilizing computer systems and communication skills. Have excellent customer service skills. Able to multi task. Takes pride in doing jobs correctly, in a timely manner. Can type up to 40 words per minute. Work Experience Inbound Customer Service Representative Convergys Philippines, May 2010 – February 2016 Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer Greet customers in a courteous, friendly, and professional manner using agreed upon procedures Maintain basic knowledge of client products and/or services Prepare complete and accurate work including appropriately notating accounts as required Participate in activities designed to improve customer satisfaction and business performance Offer additional products and/or services Track, document and retrieve information in call tracking database Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff Sr. Customer Care Specialist IBM Daksh Business Process Services, January 2009 – May 2009 Diffuse potential service issues and concerns. Educate customers on company’s services that would satisfy their needs. Generates sales through inbound calls. Assist customers regarding the status of their account. Processes a variety of received transactions and information related to sales, orders, billing and payment. Take supervisor calls. Gives support and coaches new members of the team on product knowledge and customer service skills. Escalation Specialist IBM Daksh Business Process Services, July 2006 – January 2009 Handled irate customer situations. Took supervisor calls. Deliver correct information and updates at customer knowledge level and in an understandable manner Resolves customer problems and inquiries by applying a logical problem solving approach. Processes a variety of received transactions and information related to sales, orders, billing and payment. Investigates and analyze errors, inquiries and issues and completes the assigned necessary tasks to resolve them within established guidelines. Attend product training sessions/workshops, as required. Provide follow-up and status update calls to customer complaints and complex issues regarding their account. Escalate unresolved complex customer issues to proper department, as necessary. Troubleshoot and resolve customer issues. Represent the company in a positive light while building and maintaining existing customers. Generates reports for the clients. Customer Care Specialist IBM Daksh Business Process Services, April 2005 – July 2006 Delivers customer satisfaction and problem resolution to the customer’s clients through inbound calls. Educates client’s customers about any new products and promotions that would fit their needs. Generates sales through inbound calls. Redirect customer calls, if necessary, to appropriate support groups for resolution. Assist customers regarding the status of their account. Customer Service Associate eTelecare Global Solutions, September 2003 – March 2005 Responsible for handling inbound customer service and sales calls. Providing service to member inquiries. Solicit sales production within the call. Provide information on products and services. Customer Interaction Specialist Vertex Solutions, December 2002 – September 2003 Conducts surveys online. Makes outbound calls to existing client’s customers for upgrades and offering other products and services that fit their needs. Tele-Qualifier Manila Call Center Inc., August 2002 – December 2002 Qualified potential foreign investors in Europe, Asia, The Middle East and South Africa Accounting Assistant Paper Network Corp., April 2001 - April 2002 Responsible in computing employee’s salary and benefits. Arranged work schedule of employees. Evaluated and assessed the employee performance. Organized and maintain files, records, memos, reports and other documents. Responsible in monitoring/posting monthly and yearly sales. Responsible in monitoring account receivables. Performs encoding and other support functions. Type letters, reports and memos. Trainee Philippine Airlines, March – May 2000 Assist with related office tasks. Handles phone inquiries. Organize and maintain office documents. Types reports, letters and memos. Trainings and Seminars Attended Leading for Results, IBM Daksh Business Process Services, 7 Habits for Highly Effective People, eTelecare Global Solutions Contact Centre Institute’s Entry Level Course, Asia Pacific College, July 8-12, 2002 Education Bachelor in Business Administration - Major in Computer Information St. Paul College of Iloilo, March 2001 Secondary, Ateneo de Iloilo, March 1997 Intermediate, Ateneo de Iloilo, March 1991 Personal Data Date of Birth: 14 December 1979 Place of Birth: Roxas City Civil Status: Married Gender: Female Character References Jelly Rose Mediodia-Arroyo Online English Teacher RareJob Philippines Email:-Mobile: - Mara Kristi Arana-Siscar Marketing Specialist Development Bank of the Philippines Email:-Mobile: - Donna San Diego-Teodocio Team Manager Convergys Phils. Email:-Mobile: - Brian Reyes Operations Manager Convergys Phils. Email:-Mobile: - Aldwin Castro Team Manager Convergys Phils. Email:-Mobile: -