Maricar Miguel Mendoza
Blk 12 Lot 36 Kingfisher St. Southcrest Village
Dasmarinas City, Cavite- /--Upwork Profile: www.upwork.com/o/profiles/users/_~01c1fe611c6cb0a5c3
Objective: To work and be able share and expand my job-related experiences in providing high
quality service to clients.
Work Experience:
Freelancer – Balsam Brands
Customer Loyalty Specialist
October 17, 2016 – January 27, 2017
Duties and Responsibilities:
CLS FO ensures that customer concerns are processed, addressed and
resolved across the different brands in a timely and delightful manner.
Deliver excellent and delightful customer service through E-mail and Live
Chat support across different brands by meeting various Service Level
Agreements (SLAs) and Key Performance Indicators (KPIs).
Communicate with various colleagues and managers to ensure customer
issues are resolved appropriately.
Understand company policies and procedures and know when to escalate
and de-escalate customer service related issues.
Ensure that all cases are updated in the back-end system in an accurate
and timely manner and as required.
Deliver tasks and projects as assigned.
Henderson Blake Business Solutions Inc.
Executive Assistant
September 2, 2013 – September 12, 2016
Duties and Responsibilities:
Managing the inboxes of the Managing Director. Making sure that emails
from clients are attended and urgent items are addressed.
Managing the calendar and schedule of the Managing Director. Coordinates
to clients to confirm schedule and making sure that Managing Director is
ready for every meeting.
Coordinates with the team in making sure that task assigned for each
department are completed.
Oversees Finance Department from March 2015 to March 2016.
Handled Admin Department from September 2015 to March 2016.
Checked cash flow reports and provides feedback if there are information
that needs to be changed or corrected before it gets to be approved by the
Managing Director.
Approves invoices before it gets sent to clients.
Facilitates meetings for Department Heads and the Managing Director.
Provides coaching and evaluation for Admin staff.
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Supports client when they have questions or issues arises that needs to be
coordinated with the concerned department and making sure it gets
resolved on a timely manner.
Processing annual renewal of SVEG visa of the Managing Director.
Creates and updates work instructions for Executive Assistant role.
Henderson Blake Business Solutions Inc.
Customer Advocate
April 13, 2013 – September 2, 2013
Duties and Responsibilities:
Provides high level customer service to SEO and Web Design Clients. Email
and call communications.
Creates monthly forecast of accounts receivables to gauge if the month is
profitable and have the business prepared for if there are liabilities.
Coordinates with the SEO team and programmers re the task that needs
to be completed for the project.
Orchid and Cybertech Services Inc.
Compliance Officer (Billing Department)
TPG Telecom Australia
August 2009 – April 12, 2013
Duties and Responsibilities:
Handles and addresses TIO (Telecommunications Industry Ombudsman)
complaints.
Preparing daily and monthly reports for the team and top management.
Organizing trainings for operations that will help improve on how to
prevent TIO complaints.
Calibrating operations with procedures on new information provided by
TIO on how to address customer complaints.
Facilitating meetings with Team Leaders and Escalation Officers to know
the top complaint drivers from operations and how could eliminate those
to prevent complaints.
Doing incidents reports for operations to improve the quality of customer
service we are providing.
Convergys Phils. Corporation
Senior Customer Care Specialist
Northgate Cyberzone Alabang, Muntinlupa
Sprint Telecommunication/Directv Cable Company
August 2006 – January 2009
Duties and Responsibilities:
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Providing high quality customer service by helping them out on any of
their billing issues and concerns.
Performing basic troubleshooting for customers.
Maximizing customer’s value by up selling products and packages that
customers’ need.
In charge for handling newbie’s for the their basic “on-floor” training.
Monitoring and evaluating randomly selected calls for the team.
Facilitates calibration calls for the team.
GCIC
Online Korean Teacher
Mandaluyong, Pasig City
April – September 2006
Duties and Responsibilities:
Teaching English language to Korean students starting with 0 level English and
Free-Talking conversations with those who are into the average level.
Achievements and Certifications:
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Education:
Call Flow Certification for Directv
Breakthrough Performance
Call Flow Certification for Sprint/Nextel
Non-Professional Civil Service Exam Passer
ABE International Business College
Veluz Bldg. Aguinaldo Highway
Dasmariñas, Cavite
Bachelor of Science in Business Administration
Major in Management
Senior Year – Undergraduate
Personal Information:
Date of Birth
May 03, 1984
Place of Birth
Manila
Gender
Female
Height
5’3
Weight
105 lbs.
Religion
Roman Catholic
Father
Tommy M. Mendoza
Mother
Eleanor M. Mendoza
June 21, 2008
March 06, 2007
September 19, 2006
April 2004
2002 – 2006
