.MARIA KRISTINA VASQUEZ MACALDE
61Purok Yakal, Poblacion Dos, Basud,
Camarines Norte 4608
Contact number:-
Personal E-mail:-
OBJECTIVE:
To obtain a position that will enable me to utilize my managerial and communication skills, ability to work well with people, and use my knowledge for the benefit not only for myself but also to the company.
WORK EXPERIENCES:
TEAM LEAD - SUTHERLAND
December 2022 – June 2025
Sutherland Global Services - Pili, Camarines Sur
Supervise a team of 15 frontline/back office agents who take calls and managed customer tickets on a daily basis.
Monitor individual and team performance ensuring that key objections are met.
Share agents’ performance and updates with upper management and/or clients, highlighting successes and areas for growth.
SPECIALIST, IT SERVICE DESK - SUTHERLAND
June 2021 – December 2022
Sutherland Global Services - Pili, Camarines Sur
Provide help desk support via phone communications to store managers and associates.
Provide support/assistance to frontline agents that will help resolve the caller’s issue.
Take/handle supervisor calls regarding escalated issues/irate callers.
Monitor/handle support request emails and respond real-time
TECHNICAL SUPPORT, IT SERVICE DESK - SUTHERLAND
October 2017 – June 2021
Sutherland Global Services - Pili, Camarines Sur
Provide help desk support via phone communications to store managers and associates.
Have strong critical thinking skills that help resolve managers’ and clients’ issues.
Maintain excellent working relationships with customers, co-workers and executives.
SUBJECT MATTER EXPERT – SUTHERLAND
September 2015 – October 21, 2017
Sutherland Global Services - Pili, Camarines Sur
Provide help desk support via phone communications to store managers and associates.
Provide support/assistance to frontline agents that will help resolve the caller’s issue.
Take/handle supervisor calls regarding escalated issues/irate callers.
TECHNICAL SUPPORT REPRESENTATIVE – SUTHERLAND
April 2013 – August 2015
Sutherland Global Services - Pili, Camarines Sur
Provide help desk support via phone communications to store managers and associates.
Have strong critical thinking skills that help resolve managers’ and clients’ issues.
Maintain excellent working relationships with customers, co-workers and executives.
CUSTOMER SERVICE REPRESENTATIVE – H & R BLOCK
December 2012 – March 2013
Sutherland Global Services - Pili, Camarines Sur
Excellent de-escalating skills that avoid frequent sup-calls from irate customers.
Excellent product-knowledge in providing information about customers’ tax status and debit card updates.
Maintain excellent working relationships with customers, co-workers and executives.
CASHIER
January 2011 – August 2012
Jerisil Grocery and General Merchandise - NGI Parang, Marikina City
Experienced in handling large amount of money transactions
Experienced in working with various types of customers, one on one.
Assisting co-workers with different jobs (bagging, price checking, etc.)
EDUCATIONAL BACKGROUND:
DIPLOMA IN BUSINESS AND INFORMATION MANAGEMENT
June 2007 – April 2009
AMA Computer Learning Center – Daet
Daet, Camarines Norte
SECONDARY - BASUD NATIONAL HIGHSCHOOL
June 2003 – March 2007
Poblacion Dos, Basud, Camarines Norte
ELEMENTARY - BASUD ELEMENTARY SCHOOL
June 2002 – April 2003
Poblacion Dos, Basud, Camarines Norte
QUALIFICATIONS:
Excellent oral and written communication skills
Proficient in MS Office Applications (MS Word, Excel, Powerpoint, Publisher,etc.)
Basic Knowledge in Bookkeeping and Basic Accounting
Basic Knowledge in Stenography (Shorthand Writing)
