Ma. Franchesca Galo

MA. FRANCHESCA T. GALO Address: Pasig City Cellular:- Email:- RECOGNITIONS, AFFILIATIONS AND EXPERTISE President of Youth Ministry of San Sebastian Cathedral Church Lipa City, Batangas President of Roman Catholic Religious Association in schools attended: Saint Michael’s College of Laguna and MEER Educational and Training Center, Lipa City Batangas Official and award winning choreographer and choir coordinator of De La Salle Lipa, Lipa City Colleges and Stonyhurst Southville International School Proficient in all Microsoft Office Processes, Troubleshooting, etc. Creative, feature, business writing and formal email/proposal composition Coaches news reporting and debate WORK EXPERIENCES Motion Array (November 2018 - August 2020) Seasonal Part-Time Job Wrote for and described videos, stock motion graphics, photos and royaltry-free music. "Franchesca is kind and flexible. She is also smart team player."  Cognizant (July 2016 - May 2020) Senior processing executive who specializes in client facing matters and product improvement. Assists representatives with their cases other concerns. Top performer across all boarders. "Franchesca doesn't need to be told to help. She is there when you need her. She has consistent high scores and a kind heart, and frankly, she is built to be a leader." Jocelyn Amago (Subject Matter Expert) "How can someone be so great at their job? She deserves a promotion!" Michael Myers (business partner) TigerDirect (April 2012 – April 2016) 3rdLevel Data and Applications Client Specialist and Financial Advisor handling overall Thomson Reuters Eikon application navigation and functionality support and other client facing matters Handled escalation and supervisor calls Supervised new hires and helped familiarize them with overall product knowledge, policies and company goals and objectives Won “CSAT Superstar” every month for the whole employment duration “Never have I experienced customer service like this.” Angela Stoutte (Thomson Reuters Eikon application user) "Beyond exceptional.” Bryan Smith (Thomson Reuters Eikon application user) Teletech (April 2008 – April 2012) Team Leader Developed team members to fullest potential. Established shared ownership for best results. Developed a self-managing team. Built a star team, not a team of stars. Handled a broad range of customer service inquiries including offering assistance to both business customers and consumers. Explaining billing statements, resolve service problems, track missing deposits, order supplies, refund overcharges, and ensure that all account information is up to date and accurate. Gave out particular steps to address technical issues within the customer’s premise and the company’s equipment. Often required to multi-task between diffusing calls and computer work on several different CRM’s and software systems. Provide an outstanding level of customer service that exceeds Teletech’s quality standards. Earned “Team Leader of the Month” 5 times in a row. Wrote new Call Center procedures and training manual for the department. Work closely with other departments to pro-actively solve potential order problems. Review documents and records for accuracy and completeness, ran account error reports and achieved a less than 1% error rate. Handled various customer inquiries from a diverse customer base including business and residential customers. Processed the highest number of customer orders accurately in 2010, 2011, 2012, 2013 and 2014. “Franchesca exhibits a high level of professionalism, excellent interpersonal skills, strong relationship-building skills and results-oriented approach that make her an asset to any employer looking for rare talent.” Dominoh Elizalde (Senior Account Manager TELETECH) "I was extremely pleased with Franchesca. She was very knowledgeable and was able to surpass my expectations on the level of service (high expectations)." Dora Quiroz (Compassionate Help Home Care - a most valued customer) McDonald’s (Jan 2006 - Apr 2008) Party host and Events Coordinator Trained new hires on company policies and front of the house protocol and etiquette Facilitated “mini-crew” program Cashier manager In-charge of cleanliness and overall ambiance of the assigned store Education Bachelor of Science in Hotel Restaurant and Management graduated 2010 with flying colors at MEER Educational and Training Center, Lipa City Batangas References Available when requested.