Maica Ortega

 Maica Ortega 59D Pinagtipunan St., Mandaluyong City, Phi l - - January 10, 2020 Dear Mam/Sir, I am writing to express my strong interest in the position of Customer Support, as listed on your job posting. I was a Subject Matter Expert for a VOIP service provider, with extensive customer service and technical support experience. I believe I would be an ideal fit for this position at our organization. I am skilled at human management effective with diverse people across all platforms. In my position as a Subject Matter Expert, I am responsible for providing excellent product knowledge to make sure my agents are always up to date when it comes to process driven information. I received recognition both as a Tier 1 agent and a Subject Matter Expert for my exemplary performance. I am passionate about everything I do and is always making sure that all goals will be met. I have 7 months of experience working with the management team and a year as chat support representative with excellent attendance and is more than willing to learn from this job post. I believe my experience, communication skills, and interpersonal abilities would make a strong fit for this position. I am looking forward to speaking with you more about my qualifications. Sincerely, Maica Ortega Maica V. Ortega 59D Pinagtpunan St. • Mandaluyong, City 1550 • - - 3937 • -SUBJECT MATTER EXPERT Effectively providing definitive source of knowledge, technique for Skype Results-oriented, high-energy, hands-on professional with 4 years’ experience and a successful record of accomplishments in the Business Process Outsourcing industries. Key skills include: Experience in Customer Service in Two Industries. Excellent Communication Skills Leadership Internal & External Communications Experience in Technical Service PROFESSIONAL EXPERIENCE SYKES WCC, 3rd Flr, Worldwide Corporate Center, Shaw Boulevard, Mandaluyong City CUSTOMER SERVRICE REPRESENTATIVE FOR ALLY FINANCIAL (May 2018- January 2020) Provided customer support/resolution and customer care through phone calls for a financial account. CONCENTRIX MEGAMALL, 8-11th Flr. SM Megamall Building C Julia Vargas Corner EDSA, Wack Village, Mandaluyong City 1550 SUBJECT MATTER EXPERT FOR SKYPE (January 2018 – May 2019) Facilitated successful orientation and implementation of process and Skype’s best practices for the last 7 months. Notable accomplishments: Responsible for assuring that Tier 1 agents are up to date when it comes to process and product knowledge. Providing guidance on how my area of capability can resolve an organization need by sending action plans. Responsible for the team if the Team Leader is on leave. Provide Daily Attendance and End of Day report for the handled team. Conducts 1-1 coaching focused on performance. CONCENTRIX MEGAMALL, 8-11th Flr. SM Megamall Building C Julia Vargas Corner EDSA, Wack Village, Mandaluyong City 1550 (October 2016 – January 2018) CUSTOMER SERVICE REPRESENTATIVE / MS WINDOWS TECHNICAL SUPPORT Ensures and provide customer support for Microsoft and Skype customers. Provided customer support/resolution, technical support specialized in Windows Operating System and customer care. Offers Microsoft products to provide quality assistance to Microsoft customers. IOPEX TECHNOLOGIES, 12F NetLima 5th Ave. Cor. 26th St. BGC Taguig 1634 SERVICE AGENT FOR CUSTOMER CARE/ TECHNICAL SUPPORT (August 28, 2015- July 20, 2016) Provided customer support/resolution, technical support and customer care. EDUCATION & ACHIEVEMENTS MFI FOUNDATION, INC. (formerly Meralco Foundation, Inc.) TRAINING FOR WORK SCHOLARSHIP PROGRAM (TWSP) Web Development, May – June, 2015 Our Lady of Fatima University, Mc. Arthur Highway, Valenzuela City Bachelor of Science in Nursing (BSN), -) Achievements 3rd Most Outstanding Performance of the Month (IOPEX TECHNOLOGIES) March and April 2016 Top Agent (Monthly Achievement Award) (Convergys) March 2018 Top SME (Monthly Achievement Award) (Convergys) October 2018 Information Technology Skills Microsoft Office Word • Internet Research CHARACTER REFERENCE Kenjie Villacorte Team Leader Concentrix Megama­­­ll - Erica Joyce Atienza Trading and Technical Specialist Thompson Reuters Refinitiv) - Rodney B. Nano Group Manager HR Services MERALCO POLYTEHCNIC INSTITUTE, INC -