Mari Antoniette Bautista

Mari Antoniette I. Bautista 1584 ​Ilang­Ilang St., Area B, Camarin Caloocan City, PHILIPPINES 1428 -- _______________________________________________________ CAREER OBJECTIVE Seeking a position that will benefit from my customer service experience, positive interaction skills where my 5 years’ experience can improve the customer satisfaction. Key Skills and Qualifications Problem Analysis | Problem Solving | Organizational Skills Customer Service Orientation | Adaptability | Initiative Energetic | Friendly | Pleasant | Outgoing | Success/Result­Oriented | Enthusiastic Strong Interpersonal­Communication skills Ability to organize, prioritize and work under extreme work pressure, heavy workload and deadlines. Strong ability to convince customers towards optimal sales, through high level of determination, positive attitude and hard­work. Knowledge about customer service applications and administrative procedures. Skilled at Excel, Microsoft Word and Internet. Language – Fluent in English Work Experience/Background Teledirect Asia Trip Case Manager Customer Service Representative February 15, 2016 to Present Responsibilities: Provide friendly and efficient service to the worldwide Airbnb community. Be a first point of contact to handle and resolve customer complaints. Respond professionally to inbound phone calls, including urgent situations. 1 Identify and escalate issues appropriately. Compose thoughtful and accurate messages or customize prepared responses to customer emails. Research information and troubleshoot problems using available resources. Arbitrate in situations between users. Monitor and control numerous concurrent tasks in tandem. Proactively and independently work to meet targets and goals. Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies. Familiarity with ticketing systems, prior knowledge with Lantern a bonus. Experience with policy work, or help resource project management. Previous, demonstrable experience with creation of online help resources. Early adopter of technology. SPI Global Inc. ­ Remitly.com Customer Service Representative November 2014 ­ February 11, 2016 Responsibilities: Interacts with company’s customers to provide them with information to address inquiries regarding products and services. Deal with Remitly customers and help resolve any customer complaints. Assisting Customers via Chat, Emails and Calls. Deliver extraordinary customer care by responding to customer questions concerning their accounts. Ammex I­Support Corporation – CSG/Microsoft Customer Service Representative March 17, 2014 ­ November 2014 Responsibilities: Maintain and update detailed electronic records of all communications. Successfully execute multiple projects at one time. Nurture sales leads that result in qualified opportunities for outside organizations Provide feedback to management on programs successes and failures Make at least 100 calls attempts per day Uphold company core values of integrity, service and professionalism. IBM Global Process Services ­ UP Ayala Techno hub, Quezon City, Philippines Customer Service Representative August 24, 2012 – November 23, 2013 Responsibilities: IBM Customer Care Specialists deliver world­class customer service to our valued customers across the globe. Work in a fast­paced, structured call center environment Deliver extraordinary customer care by responding to customer questions concerning their accounts. 2 Grow and nurture customer relationships on each and every call that result in measurable customer value Document necessary account information and offer solutions that benefit the customer Maintain acceptable performance standards, including effectiveness, efficiency and quality. Upholds the client policies (call handing, password, security, systems, and confidentiality etc.) Supports and adheres to company policies, requirements, and expectations Responded promptly and answered/resolved customer inquiries and complaints. Investigated and resolved service issues and/or product problems. Managed customers’ database accounts, performed customer verification and processed applications, orders and requests. Worked with administration: forwarded requests and unresolved issues to the designated resource by communicating and coordinating with internal departments. Odesk/Freelancer/Elance ­ Online Jobs (Work from Home) CSR/ Sales Representative/Virtual Assistant January 2011 – June 2012 Responsibilities: Service Inbound/Outbound callers, answer questions and fix common problems. Listen to phone messages of incoming leads Follow up leads via phone (Skype) to obtain additional information about the property the client wishes to sell. Research the property in several databases (I will provide these) and create pdf's of reports to upload to my customer database Build marketing lists (simple data entry) Generating relationships with customers on daily basis via phone Warm leads calling Provide excellent customer service. TeleTech Customer Care Management Phils, Inc. Level 2, Robinson's Place Nova Market, Quirino Highway, Novaliches Quezon City, Philippines ­ Customer Service Associate/Inbound Telephone Sales Representative June 21, 2010 ­ December 01, 2010 Responsibilities: Representing Telecom New Zealand. New Zealand’s largest telecommunications and IT service provider. Handle all payment event inquiries in relation to mobile, broadband, and call access. Respond to credit card and payment queries, and handle and resolve customer complaints. Communicate with current and prospective customers using a variety of computer and telecommunications technology/software to give information and answer questions regarding current promotions and new or upgraded products. Promote and recommend products and services including call plans and third party packages, while adhering to applicable marketing offers and policies. Follow up with customers to assure satisfaction, respond to queries, solicit further sales, and resolve problems. Direct requests and unresolved issues to the designated support resource. 3 ePLDT Ventus, Parlance System Inc. Jupiter St. Makati City, Philippines Outbound, Inbound Sales Representative, Customer Service Representative December 17, 2007­ July 31, 2009 Responsibilities: Assisting customers on a wide range of topics including payments and billing, product features, and technical support. We were dedicated to resolving customers’ inquiries accurately and efficiently, which ensures customers are 100% satisfied with the DISH products and services they have chosen. Payments and Billing ­ accept payment by credit card, offer self­serve payment solutions, and explain charges on the customer’s bill. Product features – assist customers with pay­per­view orders, change programming packages, equipment upgrades, and general questions. Technical Support – troubleshoot a variety of technical issues, from signal loss to remote control use. Sales ­ use a consultative approach to educate and offer existing customers additional programming, products and services to enhance their DISH experience. STAR APPLIANCE CENTER INC. SM Appliance Mega Mall, Pasay City, Philippines Cashier November 11, 2005­April 10, 2006 Responsibilities: Receive payment by cash, check, credit cards, vouchers, or automatic debits. Issue receipts, refunds, credits, or change due to customers. Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change. Greet customers entering establishments. Maintain clean and orderly checkout areas. Establish or identify prices of goods, services or admission, and tabulate bills using calculators, cash registers, or optical price scanners. Resolve customer complaints. Answer customers' questions, and provide information on procedures or policies. Compute and record totals of transactions. Sell tickets and other items to customers. Keep periodic balance sheets of amounts and numbers of transactions. Bag, box, wrap, or gift­wrap merchandise, and prepare packages for shipment. Sort, count, and wrap currency and coins. Process merchandise returns and exchanges. Pay company bills by cash, vouchers, or checks. Request information or assistance using paging systems. Stock shelves, and mark prices on shelves and items. Compile and maintain non­monetary reports and records. Key Accomplishments: Was awarded the “Employee of the Month” title several times in two years. 4 Received excellent feedback from customers. Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations. Completed voluntary customer service and sales training to learn ways to enhance customer satisfaction and improve productivity. Completed TESDA Call Center Training. Educational Qualifications: BS Customs Administration PMI Colleges Roosevelt Quezon City. Philippines (Undergraduate) Camarin High School Caloocan City, Philippines (2000­2001) Graduate Camarin Elementary School Caloocan City, Philippines (1995­1996) Graduate Personal Data: Birthday: Age: Civil Status: Nationality: Religion: Height: Weight: March 17, 1983 32 years old Single Filipino Roman Catholic 5’3 120 lbs. REFERENCES Madelline Malaluan CSG Project Manager Ammex I­Support Corporation – Pearl Bank Centre, Valero Street Makati City - Donnabel Endaya CITI Prepaid Deputy Manager IBM Global Process Services ­ UP Ayala Techno hub, Quezon City, Philippines - - Gretchen Principe CITI Prepaid Immediate Supervisor IBM Global Process Services ­ UP Ayala Techno hub, Quezon City, Philippines - 5 - Ext. 77000 6