RODIL, MARIA CRISTINA L.
Blk 13 Lot 2 Rosedale Heights Subdivision,
Malvar, Batangas, 4233
Email:-Mobile No: -
PROFESSIONAL EXPERIENCE:
Daily Grabs Inc. – Upwork
Position Handled
Inclusive Date
: Customer Service Representative/ Seasonal Team Leader
: August 2020 – Present
Duties and Responsibilities
Handling Customer complaints, order and product inquires via email and chat.
Handling Order Fulfilment, Cancellation, Reshipment and Refund through Zendesk, Magento, and Shopify.
Managing customer's direct messages and comments through Facebook Moderation.
DSAT Root Cause Analysis
Team Management
Acadsoc Ltd.
Position Handled
Inclusive Date
: ONLINE ESL - TEACHER
: September 2017– August 2020
Duties and Responsibilities
TOP TUTOR – Responsible in encouraging new students to enroll in the company thru trial classes.
Delivery ESL lessons online (textbooks and course materials are given)
Creating class remarks for each completed lesson.
Providing corrections and study tips to students.
Trouble shooting class-related problems.
Alorica Philippines Inc.
Position Handled
Department
Inclusive Date
: TEAM LEADER – Peak Team
: Customer Service Department
: Sept – May 21, 2017
Position Handled
Department
Inclusive Date
: ESCALATIONS LEAD
: Collections Department
: Mar – Sept 2016
Position Handled
Department
Inclusive Date
: CUSTOMER SERVICE REPRESENTATIVE
: Collections Department
: Oct 2014 – Mar 2016
Duties and Responsibilities
Responsible in handling agents for Peak Season in Macys Customer Service.
Responsible in their weekly one on one coaching and daily Side by side call listening to make sure that they are
doing our action plans and passing their CSAT Scores.
Monitoring their daily attendance and break adherence to avoid failed line adherence.
Conducting pre and post shift huddles to make sure that everyone is aligned with our daily, team, cluster and site
action plans.
DSAT coaching should be done within 24-48 hrs from the time it was surveyed and immediate side by side or live
call listening will be done to make sure that they are following their commitments.
Convergys Philippines Inc.
Position Handled
Department
Inclusive Date
:
:
:
NON-CONTINGENCY COLLECTOR
Collections Department
June 2011 – August 2014
Duties and Responsibilities
Handling Inbound and Outbound calls.
Handles Customer Complaint and managing account of customer’s credit cards.
Practices Good communication with the customer having customer centric approach.
Dealing with collections of customer’s debt and working with them to provide right solution out of their
situation.
Knowledgeable on how to understand customer demographics and payment history.
Assisting customer’s concern especially in walking them thru the website for them to set up auto pay.
Guide them step by step for them to understand what they need to do for an easy call resolution
Practices Customer Satisfaction(CSAT) metrics
Net Promoter Score (NPS) oriented. Make sure to promote banks or company good quality service.
Make sure to maintain Average Handling Time (AHT) in every call. Make sure to obtain below 500 seconds
AHT
PrimaTech Phils. Inc.
Position Handled
Department
Inclusive Date :
:
QUALITY CONTROL ENGINEER
:
Quality Control Department
May 2010 - March 2011
Duties and Responsibilities
Conducting Audit – QPA, QSA, ESD and 5S.
Controlling lines especially on new model run.
Attending Customer Quality Meetings – this includes presentation of company’s improvement plan.
Making Customer complaints corrective actions and counter measures, provided evidences and actual audit for the
implementation of results.(CLCA- Customer Claim Corrective Actions)
Making presentations for company’s improvement plan – gathering of quality data and conductor of meeting
together with production and Engineering.
Making work instructions and procedures for the operator’s orientation and quality improvement.
Conductor of trainings of operators for their awareness and qualification – Conducting Gauge R and R to all
inspectors.
In-charge for the qualification of inspectors and operators.
EDUCATIONAL BACKGROUND
Bachelor of Science in INDUSTRIAL ENGINEERING
S.Y 2005 - 2010
Polytechnic University of the Philippines
CHARACTER REFERENCE
Available upon request
