Maria Victoria Vasquez

Maria Victoria G. Vasquez PROFESSIONAL EXCELLENCE SUMMARY ● ● ● ● ● ● ● 8 years experience in the call center industry with outstanding skills in Customer Service, Technical Support and Sales and mini team management Strong focus and experience in, Billing, Customer Care and Sales Excellent communication and interpersonal skills, ability to work well with others, in both supervisory and support staff roles, administrative works and logistics Team player, able to adapt and adjust to changing programs and skill set and client requirements. Can work under pressure in a fast-paced and evolving environment Expertise in resolving customer issues, billing and complaints High level of written and oral communication skills Demonstrated ability to meet deadlines, priorities and pilot projects within the line of business PROFESSIONAL EXPERIENCE Telstra International Philippines Incorporated EBloc2 Level 9 IT Parl Lahug, Cebu City Hi-Jack and Discovery Sales Telstra International Philippines Incorporated December 2017 –Present ● ● ● ● ● ● ● ● ● ● ● ● ● Assist customer with initial concern and resolved their enquiries and transition to sales adding more value to what they are paying for with Telstra Handles Level 0 complaint, attempting to offer a suitable solution and try to meet customers needs based on what matters most to them Creating an account for customers who wishes to get a service with us both on prepaid and postpaid line Recommend products and services that is beneficial to the customers Provide saves offer for customer who expresses their desire to disconnect or transfer their services to another provider Assist in doing a recontract to their home internet, mobile service, mobile broadband and pay TV Help customer in adding services on the account like mobile services, mobile services, pay TV, home broadband or home phone services Assist in transitioning service over to the National Broadband Network Disconnect customer’s service upon request Remediate orders especially if the order has been cancelled due to system constraints Reprocess orders that went on error provisioning status Provide updates to the customer about their orders Create trouble ticket if there are bill misalignments to fixed customer’s bill Telstra Powered by Teletech Contact Center eBloc 2 Level 11 IT Park Lahug, Cebu City Customer Account Representative Telstra powered by Teletech April 2016 – December 2017 ● ● ● ● ● ● ● ● Provide assistance to customers billing concerns (home phone service, mobile plans, home bundle service) Process payment arrangement, account cancellation, plan change, set up bundle plan, adding and removing value added services to the account Do basic troubleshooting with their mobile phones, home phones, home and wireless internet before transferring to the technical support Adding pensioner discount Create ITAM for bill mis-alignment l Process refund request Process final BAN adjustments Change phone number for customer (mobile and home line services ) Process number port-in request ● ● ● Proactively raise corrections or suggestion in Onesource to better improve our knowledge based tools Take full ownership to resolve customer queries giving high importance to first call resolution Document all issues and transactions through the system ● Teleperformance 8th floor, TP Building, IT Park, Lahug, Cebu City, 6000 Sales Travel Consultant April 2014 – March 2016 ● Helps to plan a trip that is tailored according to customer’s needs and wishes ● Provide excellent customer service and we cater special requests for 5 star hotels. ● Taking calls according to policies, procedures, and standards with defined quality ● Provide customers with product and service information ● Process booking ● Follow up customer calls where necessary ● Document all call informationm according to standard operating procedure. Wipro BPO G/F Cebu IT Tower One across Ayala Center Cebu and Pag-IBIG Building in Cebu Business Park, Cebu City, Cebu BILLING REPRESENTATIVE Bristish Telecom June 2012 – April 2014 ● ● ● ● ● ● ● ● Taking calls according to policies, procedures, and standards with defined quality Handling customer’s concerns, queries, and complaints Staying updated with company policies and procedures Keeping company information secure and confidential Focusing on the maximization of customer experience while optimizing cost Creating appropriate servicing and retention strategies for the customer Doing credit check for the customer’s application And collecting high value accounts outstanding balances. SM Hypermarket Customer Service Cashier August 2009 to October 2009 ● ● ● Micro manages a team of cashiers following company rules and guidelines. Handles customer complaints related to return/ damaged goods, missing delivery and incomplete payments Administrative and papers works, EOD report. ADDITIONAL INFORMATION Languages: English, Tagalog, Bisaya IT Skills: Soft Phone, Avaya, Siebel, Siebel Express, NBN Co Portal, Voyager, OneView, Equifax, D&B, Polycom EDUCATION Primary Secondary Tertiary : : : Guinsay Elementary School Carmen National High School Cebu Technological University Associate in Industrial Technology ( 1999 – 2005 ) ( 2005 – 2009 ) ( 2009 – 2011 )