Maria Regina Batallones

MARIA REGINA F. BATALLONES #143 Jacob Street, Barangay Peralta, Dingras Ilocos Norte 2913 Philippines Mobile #: - Email:- CAREER OVERVIEW  In customer service profession with ten years of experience, four years and five months was in one of the largest distributors of electronic components in Asia and the remaining five years and six months is with 2 call center companies.  Worked in a legal firm for two years and eight months.  High exposure in creating an open line communication with customers to show personal commitment company-client relationship.  Highly knowledgeable of the responsibilities of a Quality Assurance Coordinator. SKILLS & QUALIFICATIONS  Knows MS Word, MS Excel, MS Outlook, Powerpoint;  Possess good oral communication and writing skills;  Highly expose to both face-to-face, email and phone calls customer service; WORK EXPECTATIONS  To be properly trained on the work –flow and over-all business process;  To be informed specifically of my job scope. If there is a change, I just would like to be appropriately informed; WORK EXPERIENCES Position Title: Employer: Duration of Work: Quality Coordinator Sykes Asia – Capitalone Canada From June 04, 2012 – December 27, 2016 Maria Regina F. Batallones Work Description:  Performs call monitoring and provides scorecard base on the outcome of the call.  Provides trend data to both Team Managers and Account Managers.  Uses quality monitoring data management system to compile and tract performance at team level and individual level.  Participates in call listening sessions with client and managers to identify agents opportunities.  Facilitates debriefing sessions to new hired groups.  Presents call monitoring work flow and scoring method to new hired group.  Discuss personality profiling to both new hired group and tenure agents Position Title: Employer: Duration of Work: Customer Service Executive Avnet Philippines Pty Ltd From October 2007 – 06March2012 Work Description:  Through SAP I load customer orders, revise orders and arrange shipment.  Daily/Weekly synchronize customers’ production schedules with the delivery request to Principals via SAP.  Provide items and quantities to the Buyer for Purchase Order to Principals.  Assist customers with their special parts through Avnet own programming system and facilities.  Update or inform customer of the current price of their items.  Keep the customers inform of the current inventory at Singapore WH and 3PL WH.  Reconcile system record of shipment with 3PL WH record.  Visits customers to discuss issues and to strengthen business relation as often as needed.  Regularly prepare reports through MS Excel to compare supply vs. demand and customers’ forecast vs. real consumption. Position Title: Employer: Duration of work: Customer Service Specialist IBM-Daksh (now IBM Global Processing Services) From October 2006 to September 2007 Work Description:  Using FASTRES, I create flight reservation for passengers and revise their flight itineraries;  Inform passengers their baggage allowance, airline rules, frequent flyer points and promos;  Assist on their special request for food, child booking, and other out of ordinary requests;  Provide booking from different airlines whenever there are irregular operations;  Advice reasons of flight delay or flight cancellation, give flight freebies for stranded passengers;  For website assistance, assist them by walking them through the website for flight availabilities, self-booking, check-in process and print of boarding pass and flight status;  Provided world class customer service at all times as required by the client;  Occasionally assist the newbie agents in handling call by floor-walking or Y-jacking; Maria Regina F. Batallones Position Title: Employer: Duration of work: Legal Secretary Cortes & Reyna Law Firm From Nov 2004 – June 2006 Work Description:  Assist on drafting Affidavits, Contracts, Motions and Deed of Sales.  Update lawyers’ schedule of court appearances, meetings and clients’ counseling.  Attend to all phone calls that needs legal assistance that does not require face-to-face legal counsel. EDUCATIONAL ATTAINMENT (Highest Education) International English Language Testing System (IELTS) IDP Official Test Center September 2016 Bachelor of Science in Legal Management Far Eastern University, Sampaloc, Manila City SY 1999 – 2003 ADDITIONAL INFORMATION References: Gianina Escondo Sykes Asia Inc. – Account Manager - Eden May Ramos Sykes Asia Inc. – Quality Assurance Coordinator - Rommel Dela Cruz Heilind Asia Pacific (SG) Pte Ltd – Country Manager (Philippines) - Melody Oro-Guadana Avnet Phils. Pty., Ltd. – Customer Service Supervisor -