Mary Anne Meneses

Mary Anne G. Meneses 1323 2nd St. Plaridel 2 Subd., Angeles City, Pampanga 2009 Mobile No. : - or - E-mail Address :-and- Professional Summary An experienced Customer Service Associate and Team Lead with expertise in providing support in high call volume environments. Exceptional computer aptitude and telephone etiquette. Skills          Advanced word processing Fluent in English and basic knowledge in Spanish Writing and editing Customer service award Computer-savvy Exceptional telephone etiquette Knowledge in Image and Video editing Net research Basic bookkeeping SOFTWARE USED :    Gmail Microsoft Office (Word, Excel, PowerPoint) Magic (photo editor) TRAININGS & SEMINARS ATTENDED Training: When: Overview on Online Arbitrage and How to Use OAXRAY September 06, 2016 (4 Hour Webinar) Training: VA Success Factors and Introduction to Social Media Management, Business Blogging and Amazon Seller Central platform August 23 and 24, 2016 When: Training: When: Where: Training: When: Where: Training for Basic Computer Hardware and Software Technician  Video and Photo Editing November 2005 – February 2006 Clarkview Christian Center, Angeles City Pampanga Early Childhood Seminar April 18 -29, 2005 Institute for Foundation Learning Inc. San Isidro, Cabuyao, Laguna WORK EXPERIENCE COMPANY: Acadsoc Online English Tutor Club Home-based Online ESL Tutor (Part-time) POSITION: DURATION: October 11, 2017 – PRESENT Job Summary: To provide standard ESL courses to our Chinese students (from children to working adults) using our online teaching system. The teachers will work from home and clock in the teaching website before the class time, conducting all lessons on their schedule (class table). An excellent working package will be provided to the right candidate depending on overall qualification, fluency in English, teaching ability and educational background. Teacher’s primary responsibilities:      Preparing for 1-to-1 online classes Teaching online with the textbooks Doing corrections and conducting effective instruction during the classes Doing assessments and tests for the students Abiding by school regulations and management, achieving the teaching goal as scheduled with high quality COMPANY: UPS International Inc. ADDRESS: UPS Intra-Asia Hub Diosdado Macapagal Airport Clark Freeport Zone Pampanga 2023 POSITION: CSC Domestic Coach DURATION: September 01, 2016 – PRESENT  Answers questions and recommends corrective services to address customer complaints.  Oversaw call center employees to ensure customer satisfaction goals were consistently met.  Conducts quality review of telephone representatives' performance within functionally specific units to ensure quality service goals and standards are met and/or identify areas where improvement can be achieved. Identified chronic customer issues by creating and maintaining customer complaint log.  Accurately documented, researched and resolved customer service issues.  Evaluates and records the quality and performance during each call.  Provides feedback on uniform application of guidelines and procedures.  Maintains a comprehensive working knowledge of polices, procedure, and benefits across all product lines.  Develops job aides and other tools to assist representatives in improving overall quality of interactions. COMPANY: UPS International Inc. ADDRESS: UPS Intra-Asia Hub Diosdado Macapagal Airport Clark Freeport Zone Pampanga 2023 POSITION: Customer Service Representative / Assist Desk Coach Apprentice DURATION: February 13, 2014 – PRESENT  Answers questions and recommends corrective services to address customer complaints.  Oversaw call center employees to ensure customer satisfaction goals were consistently met.  Referred unresolved customer grievances to designated departments for further investigation.  Identified chronic customer issues by creating and maintaining customer complaint log.  Accurately documented, researched and resolved customer service issues.  Gathered and verified all required customer information for tracking purposes. COMPANY : IQOR PHILIPPINES ADDRESS: POSITION: DURATION: Bldg. 36 Jose Abad Santos Ave. Clark Field Angeles City Pampanga 2009 COLLECTION REPRESENTATIVE April 2013 – February 2014  Provide a debt recovery service for various written-off accounts.  Receive incoming calls and make outbound calls to clients’ customers in arrears to discuss payment options. COMPANY: CYBER CITY TELESERVICES ADDRESS: POSITION: DURATION: 2528 Corporate Office Cyber City IT Park, CSEZ Clark Field, Clark Fields, Pampanga 2023 TEAM LEADER APRIL 2012 – APRIL 2013  Provides assistance to other customer service representative. Attends to escalated calls by remaining polite, honest and firm whenever supervisor is not available. COMPANY: NCO Philippines ADDRESS: POSITION: DURATION: Business Center 4 & 5, M.A. Roxas Highway, Clark Special Economic Zone, Pampanga TEAM LEAD / CUSTOMER SERVICE REPRESENTATIVE September 2008 – March 2012  Answers inquiries by clarifying desired information; researching, locating, and providing information.    Resolves problems by clarifying issues; researching and exploring answers and alternative solutions. Escalating unresolved problems. Provides assistance to other customer service representative. Attends to escalated calls by remaining polite, honest and firm whenever supervisor is not available.  Conduct and organize workshops and orientation programs for new recruits. Ensure positive learning environment in training procedure. PERSONAL DATA Age : Date of Birth : Gender : Civil Status : Height : Weight : EDUCATION Christian Theological College Ministerial Course S.Y. 2004 – 2005 34 January 08, 1983 Female Single 5’4” 55 kg. Pampanga Agricultural College B.S. Education S.Y. 1999 - 2000 REFERENCES: Paul Christian Yambao (-) Supervisor - UPS Int'l Inc. Joselito Jimenez (-) Supervisor - UPS Int'l Inc. Information provided is certified true and correct. MARY ANNE GARCIA MENESES