MARY GRACE R. JUANILLO
32B Central Ave, Diliman, Quezon City, Philippines
--
● Pursuing opportunities that will allow me to grow professionally, while
effectively utilizing my versatile skill set that is aligned to the corporate
mission and exceed team goals.
● Extremely motivated and passionate in whatever I choose to do.
● Strong Interpersonal and communication skills and know how to handle
and deal with different people and circumstances.
● Equally effective working independently and in cooperation with others.
SKILLS AND SOFTWARE:
Customer Service
● Manages different CRMs to in updating clients information, orders and
requests
● Answered calls and responded to email inquiries coming from customers
Microsoft Office
● Extensive experience in the different applications of Microsoft Office
● Exemplary familiarity with MS Excel
Microsoft Office
● Extensive experience in the different applications of Microsoft Office
● Exemplary familiarity with MS Excel
Social Media Management
● Creating and posting advertisements into the company’s social media
sites – Facebook and Instagram, LinkedIn, and Pinterest.
● Used Canva to create images for posting
WORK EXPERIENCE:
Company Name: TaskUS
Address : Quezon City, Philippines
Main Office: Santa Monica, California, USA
Position: Technical Support Analyst
Inclusive Dates: Sept 2018- April 2020
Main Tasks:
● Handling inbound and/or place outbound calls to provide accurate and
timely responses for inquiries coming through email and live chat support
channels.
● Performing data and research functions that will provide support through
known basic troubleshooting techniques.
● Managing and resolving customer complaints. Identify and escalate
priority issues according to standard operating procedures and guides set
to meet and exceed client mandated KPI's (Key Performance Indicators).
● Ensuring all data are accurate and organized
● Following up details with clients
● Liaise with in-country coordinator, salesperson where necessary
● Obtain and examine all relevant information to assess validity of
complaints and to determine possible actions.
Company Name: VXI Global Holdings
Address : 2-7F, Global Trade Center, EDSA, Muñoz, Quezon City, Philippines
Position: Technical Support Specialist
Inclusive Dates: June 2017 – September 2018
● Work in a fast-paced environment to take incoming technical calls from
customers.
● Listen then analyze, troubleshoot and resolve technical issues for voice,
internet or data installation and connection issues.
● Remotely configure and troubleshoot client's equipment or simply
educate customers.
● Utilizes multiple computers and databases to record the results of your
interactions.
● Utilizing a combination of defined processes, case history and judgement,
make decisions on the next course of action, on a client by client basis.
Record accurate records of client communications within Oracle
● Work closely with cluster management & managers to ensure that
workflow processes are being met and critical matters are being
escalated in a timely and efficient manner
EDUCATIONAL ATTAINMENT:
Tertiary:
AB Mass Communication - Universidad de Manila -)
Secondary: Antipolo National High School
Elementary: Sucad Elementary School
SEMINARS/TRAINING/ACHIEVEMENTS:
● LEAN Six Sigma - VXI Global Holdings
● Customer Service Leadership Training - VXI Global Holdings
PERSONAL PROFILE:
Date of Birth
:
December 13, 1991
Place of Birth
:
Manila
Place of Residency: 8 Morning Star Drive, Sanville Subd., Brgy. Culiat,
Quezon City
Age
:
29
Height
:
5’1
Weight
:
96 lbs
Civil Status
:
Single
Sex
:
Female
Citizenship
:
Filipino
I hereby certify that all information written above is true and correct to the
best of my knowledge and beliefs.
___________________________
Mary Grace Juanillo
