MARY GRACE MAPUTI- FLORDELIZ
1078 Magatas Sibulan Oriental Negros--
PERSONAL DATA:
Date of Birth:April 28, 1986
Place of Birth:Makati, Metro Manila
Civil Status: Married
Citizenship:Filipino
Height: 5ft. & 5in.
Weight :60kilos
EDUCATIONAL ATTAINMENT:
Bachelor of Science in Nursing- Graduated College
Misamis University
Accomplishment:
Passed Nursing Board Licensure Exam – December 2007
- Graduated High School
St. Paul University
Dumaguete City
Accomplishments:
Received Deportment Award, Service/ Responsibility Award and Leadership Award
- Graduated Elementary
St. Anthony de Padua
Singalong, Metro Manila
Languages:Fluent in English, Tagalog, Cebuano
SKILLS SUMMARY:
Possess excellent communication and interpersonal abilities.
Handled and provided solutions to challenging projects.
Good at multi-tasking
Capable motivating the team towards target achievements.
Proficient in computer software.
Assisted management experts in providing business solutions
WORK EXPERIENCE:
Aegis People Support (September 2008- October 2013)
Customer Service
Handle inbound customer calls for inquiries.
Act as a brand ambassador to the customers.
Ensure maximum customer satisfaction at all times.
First Call Resolution and CSAT Analyst (QA)
Listens to agents recorded calls and provides analysis on how to provide more effective and excellent customer service to clients.
Took part in weekly and monthly OPs meeting and conferences with the clients.
Make recommendations for changes in functions, processes and certain procedures for product and account development.
Provides Feedback through email to operations and direct supervisor.
Took part in orientation of newly hired agents and gives out information about our scope of practice and provide tips on how to get good FCR and CSAT score.
Generate reports about the team, individual and over-all account standing in relation with FCR and CSAT scores.
Correspondence Team Associate
Handles and reply to correspondences sent by the company’s clients.
Ensure clients request are processed and replied.
Cognizant Tech Sol. (October 2013- April 2015)
Subject Matter Expert
Handled inbound call about clients financial account
Served as a support line for colleagues and newbies
Assisted in quality checking of financial correspondences generated by my colleagues prior to them mailing it to the customers.
Milkyway Distribution Co. (Freelance)
E-Commerce Customer Service
Handles inbound call and email inquiries from clients who purchased products through company’s website site.
Follow-up status of orders.
Handles complaints and process refund if applicable.
Amazon/ E-Bay Product Data Entry (Freelance)
Basic Experience in Drop Shipping Management Tool and ZIK Analytics Tool
Assisted in Copy/ Paste of Product information/Features.
Assisted in inventory and making sure correct selling prices are tagged on the products.
ContactCRE (Freelance)
Phone Team Support
Home Based Real Estate Lead Generator
Handles Outbound Calls to possible property owners who are interested in selling their property
Outbound researcher on Residential Real Estate Market
TRAINING:
July 2008 - Pre-employment Language Enhancement Training (PLANET)
November 2011- Soft Skills Enhancement Program (SSEP)
September 2014- Lead Preparation Training
May 2016- Drop Shipping Tool and ZIK Analytics Tool Orientation.
REFERENCE:
Nirvana Krishna Alonzo
Aegis Account Trainer
Contact No.:-
LeAnne Chapman
ContactCRE Senior Lead
Contact No.:-
Rubie Rose Casimiro
QA –Cognizant Solution Tech
Contact No.:-
