Madilaine G. Dela Cruz
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Objective: To work part-time or full-time with a highly reputable organization offering and representing excellent products and services.
Areas of Strength: Excellent English oral and written communication skills.
Professional, hardworking, confident and reliable
Can work on shifting schedules.
Work experiences: HSBC EleCtronic Data Processing Philippines, INC.
(Office based)Customer Service Associate -)
Receives inbound calls.
Processes requests concerning credit card accounts like activation, payment, fee waiver, dispute, fraud claim, account closure, etc.
Fraud Inbound/Outbound Associate -)
Receives inbound calls and submits fraud claims for credit card accounts.
Makes outbound calls to verify transactions and suspicious credit card activities.
Card Services Investigations / Sellback -)
Receives inbound calls from customers with fraud claims.
Explains the outcome of the investigation.
Makes outbound calls to follow up on documents needed for the investigation.
Submits additional fraud claim reports if necessary.
Processes sellback for fraud charges.
Does back office reports for credit card accounts due for balancing.
Advanced Contact Solutions
Customer Service Associate – Touch Mobile -)
Receives local inbound customer service calls for a telecommunications company.
Submits reports for complaints for services and other network related concerns.
Gives information about the recent products, services and promotions.
(Home-based) VIRTUALLY INCREDIBLE
Quality Analyst - March 2016 - Present
Conducts quality evaluations to all agents.
Ensure evaluations are completed based on a daily, weekly or monthly needs.
Assure compliance is met for product knowledge and call handling.
Reports to the Quality Specialist.
Trainer - December 2015 - Present
Conducts 4-6 hours product training or live training.
Conduct performance evaluations, provide performance feedback and sends recommendations.
Collaborates with Training Specialist in any training enhancements or revisions.
Responsible in monitoring trainee’s progress from start of training until the end of the training class.
Sends report of training progress and final result of the training’s assessment.
Leasing Line Service Agent - April 2015 - Present
Provides information to prospective tenants through inbound/outbound calls and emails.
Schedule leads/prospective tenant for viewing.
Coordinates with clients/property managers regarding special requests from leads and property description updates.
Education: San Pablo Colleges – San Pablo City, Laguna
BS Commerce 1999
Colegio de San Juan de Letra – Calamba, Laguna
BS Accountancy 1996
Laguna College – San Pablo City, laguna
BS Accountancy 1995
References: Guilbert Fresnoza -
Former HSBC supervisor
Jeremiah Sta. Rita -
Former Advanced Contact Solutions Team Lead
Christian Subala
Quality Specialist - Virtually Incredible
Other information:
Address: 28 Interior DI San Francisco
San Pablo City, Laguna 4000
Birthdate: May 28, 1979
Skype ID: saikieshanel
ISP: PLDT DSL with 8mbps subscription
