Mar Alvin Clemente

MAR ALVIN PANGILINAN CLEMENTE ADDRESS: 25 EDISON ST PLEASANT HILL SUBD BRGY SAN MANUEL CSJDM CONTACT:- EMAIL:- OBJECTIVES: To obtain a position that will enable me to use my strong organizational skills, job experience, educational background and ability to work well with people. Always aiming for career growth and be successful in my role. QUALIFICATIONS: - Excellent English communication skills (Verbal and Written) - Microsoft Office (Word, Excell and Powerpoint) - Eagerness to learn new things - Optimistic and open to criticism - Strong mindset and appreciative in all kinds of feedback. - Fast learner - Complaint escalation experience - Sales and Technical account expertise - Email / Chat Support experience (Zendesk and Live Engage) JOB EXPERIENCE: AFNI PHILIPPINES Agent Resource Center Coordinator (Chat Support) November 2020 – Present Duties: - Assisting agents as their resource support. Providing expertise and knowledge based tools that they can utilize to better assist and resolve our customer’s concern. - We also provide expertise on how to position the sales to our agent to effectively convey this to our customers. - We are using Live Engage system to communicate and assist our agents in a daily basis. Customer Service Associate August 2019 – November 2020 Duties: - Assist customers regarding their bill inquiry, basic technical concern. We also manage selling plan, devices and add-on features. - I always see to it that we sell benefits than the feature. We create needs based on their concern that makes them realize that they need a certain product or feature to add more value to their service. TELEPHILIPPINES INC (Teleperformance Fairview) Email / Chat Support – Operation Supervisor Mynt (GCash) August 2018 – August 2019 Duties: - Oversee day-to-day operation - Monitor team performance and report on metrics Implement process improvements - Create an inspiring team environment with an open communication culture - Assist customers about their GCash account through email and chat - Walk through customers how to establish their GCash account - Process dispute for any financial related matters - Respond to their chat/email in a timely manner to observe optimal customer satisfaction and to value their time reaching out to us. TELSTRA - Technical Support - Subject Matter Expert TELSTRA – PSTN Complaints June 2017 – August 2018 Duties: - Accomplish Start of Day Report (SOD Report) to provide necessary update to be sent to our onshore and offshore partners on how the team went from the previous day. Floor walk and Email Assistance Support. Work Hand in Hand with our Onshore Partners in order to resolve complex complaint. Taking escalations to pacify and maintain good relationship with the customers Facilitate ELP (Enhanced Learning Process) session to our agents to ensure that we are calibrated specific to process update and changes Strict and firm in terms of implementing process changes in compliance with Complaint Handling Standards in Australia. TESLTRA - Technical Support - Complaints Officer September 21, 2016 – June 2017 Duties: - Receive daily allocation of complaint service request related to landline faults and infrastructure, property damage and technician (contractor) behavior towards customers. Contact customer in a timely manner in order to resolve their complaint accordingly Ensure that customer will not consider contacting the Telecommunication Industry Ombudsman regarding their complaint. TELSTRA – Residential Billing and Sales October 9, 2012 – September 21, 2016 Duties: - Assist customer regarding general billing enquiries such as payment requests, payment extension, invoice explanation and billing adjustment if necessary. Offer better plan for their mobile, internet, landline and entertainment packages that will tailor fit to customer’s daily needs and leisure. Provide expertise to highlight the benefits of our products and services NCO PHILIPPINES Customer Service and Sales Representative September 2011 – September 2012 NCO – Sta Mesa Save More Bldg – Sta Mesa, Manila City Duties: - Assist customer regarding general billing enquiries such as payment requests, payment extension, invoice explanation and billing adjustment if necessary. Upsell better plan for their mobile packages such as calls and data allowance. EDUCATIONAL ATTAINMENTS: BACHELOR OF ARTS IN PSYCHOLOGY ST. DOMINIC SAVIO COLLEGE S.Y. 2006 – 2010 PERSONAL DATA: Birth date: December 3, 1989 Age: 31 Civil Status: Married Religion: Roman Catholic CHARACTER REFERENCE: LEAN NAQUITA Center Manager TELEPHILIPPINES INC – Fairview Terraces- NEIL PATRICK VALIAO Operation’s Manager AFNI Philippines - Quezon City- MICAH JOELLE BAUTISTA Team Manager AFNI Philippines - Quezon City- I hereby certify that the above information is true and correct to the best of my knowledge and belief. MAR ALVIN P. CLEMENTE 8Applicant’s signature