Maricar Antonio

MARICAR C. ANTONIO 31 Datsun St. Fairview Quezon City, Philippines 1118 Mobile: - Email:-Skype ID: caryx082607 CUSTOMER SERVICE & QUALITY EXPERT (BPO) VIRTUAL ASSISTANT & DATA ENCODER (BPO ONLINE) I specialized in Customer Service and Quality Assurance and committed to provide quality service under highly demanding and results-oriented environment. Deliver pro-active solutions and strategic recommendations to achieve corporate objectives. Operates with strong sense of urgency and thrives in a fast-paced setting. I am fluent in English in both written and oral communications. My core competencies include: Customer Service Relations Email and Chat Support Quality Assurance Training and Coaching Quality Reports and Analysis Complaint Handling and Dispute Resolution Data Entry and Records Management PROFESSIONAL EXPERIENCE UPWORK Data Entry, Email and Live Chat Support (US campaigns) Gather and enter data for rehabilitation facilities Refer facilities through email communication Answer inquiries through tickets (email) and live chat as well as phone Real Estate Virtual Assistant Encode leads real time on database such as Agent Legend and Cinc. Update the clients Google calendar for advanced appointments Send converter and non-converter emails for Buyer and Sellers Send text messages and notifications to the Real estate agents regarding the leads. WIPRO BPO PHILIPPINES Customer Service and Helpdesk Support (August 2013 – May 2016) Quality Analyst (May 2016 – June 2017) COMPANY : Wipro is in the industry of Banking, Financial Services & Insurance, Retail, CPG & Manufacturing, Healthcare Life Sciences & Services, Global Media & Telecom, Sourcing & Procurement and Knowledge Services. It has nearly 40 global delivery centers across 11 countries serving in 40+ languages. It has deep domain experience in managing processes for companies in 130+ countries. With over 10,000+ trained professionals in lean methodology; over 8,000+ in Six Sigma and have 400+ certified Black Belts and 25+ master Black Belts. It’s over 700 PMI certified consults has the highest in India. Client: Mastercard’s principal services include processing of payments amongst banks that issue debit and credit cards to customers and banks of merchants. It was incorporated in 1966. This American multinational financial services corporation is headquartered in the MasterCard International Global Headquarters, Purchase, New York, United States. Responsibilities Customer Service and Helpdesk Support (June 2013 – December 2013) Respond and resolve customer inquiries (technical or non-technical) via chat and email in a timely and appropriate manner. Specifically, I assist customers with password reset process of their Mastercard online account as well as assisting customers to with RSA Soft token application and Hard RSA token settings. Fix customers access to Mastercard connect online applications such as Mastercom, SAFE and MATCH and other eService applications Quality Analyst Research and identify any trends related to incoming or outgoing calls that may provide policy or process improvements to support excellent customer service and quality improvement. Provide quality monitoring program (voice and email accounts) and provide accurate and fair analysis of performance with detailed and balanced feedback using Nice Universe. Define, design and develop projects and action plans to identify improvement opportunities and strategic initiatives for organizational effectiveness that increased customer satisfaction of frontline agents. Respond and resolve customer inquiries (technical or non-technical) via telephone and email in a timely and appropriate manner. Earned 100% customer satisfaction rating. Guide and supervise frontline agents for network issues and provide mentoring on call handling in accordance with the corporate standards. Ensure that enterprise Key Performance Indicators (KPI) is achieved. ACHIEVEMENTS Earned 100% customer satisfaction rating Passed and Certified First Line Managers training Best agent awardee WIPRO BPO PHILIPPINES Customer Service (December 2012 – August 2013) Client: A private Mortgage company based in United States Responsibilities Inform customers of overdue accounts and amount currently owed Attempt to collect mortgage payments during and after their grace period STREAM PHILIPPINES Tier 2 Technical Support at HP printers (June 2012 – December 2012) Research and identify solutions to software and hardware issues Diagnose and troubleshoot technical issues, including account setup and network configuration Refer to internal database or external resources to provide accurate tech solutions Ensure all issues are properly logged IBM DAKSH BPO PHILIPPINES Subject Matter Expert (June 2010 – April 2011) Sr. Financial Associate (June 2008 – June 2010) Financial Associate (June 2007 – June 2008) Company: A division of IBM is the world’s largest business and technology services provider. It employs over 190,000 people across more than 160 countries. IBM Global Services started in the spring of 1991, with the aim towards helping companies manage their IT operations and resources. Client: Citibank is a global bank with 3, 777 branch locations in 36 countries. The United States is the largest single market with approximately 26% of branches generating 51% of revenues. Citibank’s 983 North American branches are concentrated in major metropolitan areas including New York City, Chicago, Los Angeles, San Francisco, Washington D.C, Miami, Boston, Houston and Dallas. Latin America markets make up 25% of revenues, Asia 20% and Europe/Middle East and Africa 4%. Responsibilities Subject Matter Expert (June 2009 – August 2010) Assist new hires after they finish training. Ensuring Compliance to avoid any major penalties from client. Continue training new hires by conducting refreshers Act as a temporary supervisor for new hires during their OJT’s Ensure attrition is kept at minimum Senior Financial Associate (June 2008 – June 2009) Same tasks as Financial associate Additional “Job Fit Test” task from leaders Responsible for providing comprehensive and quality customer service at all times by providing the appropriate and accurate responses to customer queries regarding their problems with their bank accounts Expected to meet the set metrics/goals and maintain consistency on a daily, weekly, monthly and quarterly basis. Expected to provide excellent service to both internal and external clients. Provided technical support for clients accessing their account on Citibank online ACHIEVEMENTS Effectively executed account-wide CSAT improvement initiative as a Subject Matter Expert from- Received several Best Agent Awards as CSR for IBM – Citibank from- EDUCATION UNIVERSITY OF THE EAST Manila, Philippines Banking and Finance- VICTORINO MAPA HIGH SCHOOL Manila, Philippines- TECHNICAL SKILLS Microsoft Word, Excel, PowerPoint, MS Outlook, Citrix, Cinc, Slack, Agent Legend, Salesforce/CRM, Live Chat, Fiserv, GSM, GrooveHQ, Google Spreadsheet, Zillow Inbox, Ability to work with Android and several operating systems, including Windows, MAC OSX. REFERENCE Available upon request.