Maricris M. Capino
#1191 Darasa, Tanauan City,
Batangas 4232
Phone: -
E-Mail:-
Professional Objective
To obtain a position that would utilize the skills
and experience I have acquired; which I can use
to achieve further advancement in terms of
company’s productivity, efficiency, quality, and
competency.
Customer Service Representative | 11 Years of Experience in Call Center Settings
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Eleven (11) years of experience providing customer support in call center environments.
Unwavering commitments to customer service, with the ability to build productive relationships, resolve
complex issues, and win customer loyalty.
Strategic-relationship/partnership-building skills –listen attentively, solve problems creatively, and use
tact and diplomacy to find common ground and achieve win-win outcomes.
WORK EXPERIENCES
Levels 1-3, Robinson’s Place Lipa, Lipa
4217, Philippines
Teletech Customer Care Management Phils., Inc
January 2019 up to present
Operations Manager – Spark Business (NZ)
Oversees holistic view of operations from managing people (selection, supervision, motivation, and
evaluation), scheduling and planning of workflow, planning policies/procedures and implementing,
monitoring budget and expenditures; and targeting key performance indicators. Ensures that the program is
running efficiently and effectively.
Key Accomplishments:
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Ramp of Telstra Digital (AU) (Chat platform) from 200 employees to 500 employees due to effective
display of strengths and consistency in performance for the past 5 years.
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Spearheaded selection of additional 300 employees in two sites (Manila and Lipa), and built strong
collaboration with Talent acquisition to create criteria of applicants.
Partnership with training team to innovate training materials of trainees for faster embedding of knowledge
Assigned to Spark business to manage collections, sales, and back office tasks
Organized tactical and strategic plans on targeting KPIs
Consistency in targeting collections rate both on consumer and small business
Targeted service level (48 hours) from June 2019 up to present
Achieved 100% sales rate from October 2019 up to present
Negotiated for an elevated sales incentive scheme for employees
Attrition of less than 3% (target) month on month.
Successfully transitioned 200+ employees in work from home set-up within one week
Created work at home logistics from agent to Team Leader level
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Levels 1-3, Robinson’s Place Lipa, Lipa
4217, Philippines
Teletech Customer Care Management Phils., Inc
June 2016 up to January 2019
Operations Supervisor
Key Accomplishments:
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Took charge of launch of Insolvency for business and consumer
Accomplished completion of 3000 request logs within 2 months timeframe
Representing Credit Risk Assessment Team, International Collections, and Insolvency every client visit
Assigned in International collections to create systematic approach in rapid bad debt reduction
Attained 2 consecutive financial years (2018 and 2019) with targeted bad debt percentage (set by partner
clients).
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Worked hand in hand with company CEOs and CFO in organizing payment scheme whilst dispute is
ongoing
Levels 1-3, Robinson’s Place Lipa, Lipa
4217, Philippines
Teletech Customer Care Management Phils., Inc
September 2012 up to June 2016
Customer Service Representative
Handle customer inquiries, complaints, billing questions and payment extension/service requests. Calm angry
callers, repair trust, locate resources for problem resolution and design best-option solutions. Interface daily
with internal partners in accounting, field services, new business, operations and consumer affairs
Key Accomplishments:
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Managed a high-volume workload within a deadline-driven environment. Resolved an average of 550
enquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy,
volume).
Became an SME (Subject Matter Expert) for new representatives and particularly challenging calls as one of
the company’s primary trainers of new and established employees
Helped company attain the highest customer service ratings (as determined by external auditors) -earned 100% marks in all categories including communication skills, listening skills, problem
resolution and politeness
Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and
dependability in performance evaluations.
Completed voluntary customer service training to learn ways to enhance customer satisfaction and
improve productivity.
Became part of the PACC (Post Application Credit Check) Team- a team which handles new
application for residential customers.
Has ability to conduct thorough analysis to detect fraudulent residential customers.
Promoted to become a part of CRAT (Credit Risk Assessment Team) to conduct assessment for
business and commercial customers.
As part of Credit Risk Assessment Team, we communicate (by email or by phone) with Directors and
CEO of the company for further investigation of their application.
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2nd Floor, SM City Lipa, Ayala Highway, Lipa
4217, Philippines
Alorica Inc
October 2009 up to June 7,2012
Customer Service Representative II
Handled incoming calls for simple order status and basic trouble shooting of existing DSL customers. We also
made technician requests if there is need to fix cables on customer’s line. Communicate directly to the Central
Office for further investigation of technical faults on customer’s internet connection.
Key Accomplishments:
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Recognized as a top promoter advocate in 2010. Ranking was based on NPS surveys made to customers.
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Became an SME (Subject Matter Expert) for new representatives and particularly challenging calls as one of
the company’s primary trainers of new and established employees
EDUCATION
COLLEGE
(June 2003 - March 2005)
AB Communication
Lyceum of the Philippines University- Laguna
Calamba, Laguna, Philippines
(June 2005 - March 2009)
BA Communication Arts
University of the Philippines Los Baños
Los Baños, Laguna, Philippines
AWARDS AND ACHIEVEMENTS
August 2004
December 10, 2004
March 2005
March 2006
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National Leadership Awardee
Baguio City, Philippines
City Youth Awardee
Tanauan City, Batangas, Philippines
PGMA Award of Outstanding Leadership Achievement
Bernardo Lirio Science High School
Outstanding Academic Achievement
Lyceum of the Philippines University- Laguna
Calamba, Laguna, Philippines
Promoter NPS Achievement
Alorica Inc.
Top Agent – Manager’s Choice Award
Teletech Inc.
Client Commendation – Achieved Debt reduction
Teletech Inc.
Lean Six Sigma – Whitebelt Certified
Teletech Inc.
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SEMINAR ATTENDED
August 2004
National Leadership Awardee
Teacher’s Camp Baguio City
KEY COMPETENCIES
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Knowledgeable in MS Office (Word, Excel, Powerpoint).
Has the ability to analyse problems, establish immediate/temporary actions to sustain the on-going
production
Has the ability to implement permanent corrective and preventive countermeasure.
Good communication and leadership skills, multi – tasked and highly motivated to work.
Initiative, reliability, stress tolerance, and type speed.
Time management, interpersonal skills.
PERSONAL DATA:
Date of Birth
Age
Nationality
Civil Status
Passport Number
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March 15, 1988
32 years old
Filipino
Married
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ADDITIONAL INFORMATION
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Willing to be relocated.
Willing to accept job offers related to customer service.
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