Mary Joy Morilla Pepito

Mary Joy Morilla Pepito Fe Vercide Cmpd., Subangdaku Mandaue City, 6014 / - /-A highly talented and accomplished Customer Service Professional with extensive skills and experience in Customer Relations, Sales, Sales Support, and Telemarketing. Passionate about building lasting client relationships and maximizing quality. Summary of Qualifications •Demonstrate sense of urgency in busy call center environments especially telecommunications. •Over 10 years of BPO experience •Possess exceptional ability to build productive relationships, resolve complex issues and win customer loyalty. •Demonstrate outstanding problem solving and active listening skills – able to diffuse difficult customer situations with tact and ease. •Strategic-relationship/partnership-building skills – listen attentively, solve problems creatively, use tact and diplomacy to find common ground and achieve win-win outcomes. •Acknowledged for unwavering commitment to providing exceptional customer service and work quality while demonstrating attention to detail, flexibility and innovation in resolving problems. •A flexible professional who enjoys learning new skills and quickly adapts to organizational changes. Professional Experience: EXL( SALES/ HEALTHCARE- -It’s a logistic account -Outbound sales -Schedule appointments -Create a case for healthcare insurance ALORICA(AT&T- -technical support -offer plans for customers -schedule appointments SYKES (AT&T/MENULOG) 2017 -2018 -assist customers to enroll plan for phones -assist if phones broken -check customers order -updates customers menu -send email for complaints AMBR-Best buy (account Maintenance/billing/renewals/primary support) / WIPRO- •Responsible in renewing on customers signed contracts •Cancellation of protection that per requested by customers •updating credit card information on customers account •checking status of plans Provide customer information about agreed plans. •checked status of orders Qualfon Phils., Inc. I.T. Park Lahug, Cebu City / Port Support / Toss Representative/ Sales Representative- •Responsible of porting landline number to a cell phone number and cell phone number to another cell phone number. •Handles inbound calls and managing queries from customers on cell phone portability. •Building customer rapport in dealing with customer service concerns and complaints regarding cell phone portability and other issues and concerns. •Answer inbound calls from customer who wants their cell phone errors fixed or removed. •Utilized call center support applications to access information and assist customers. •Create report cases ticket and escalations to supervisor if difficulty arises in fixing cell phone errors. •Answer customer inquiries, addressing problems concerning credit card accounts and maintaining confidentiality. •Provide effective and timely resolution on credit card issues and strive for one-call resolution to customer issues. •Demonstrate best judgment in dealing with credit adjustments on customer’s credit card accounts. •Increase customer experience by providing information on new credit card rate plans and services. •Answer customer inquiries about airtime cards and manage the different monthly plans of airtime cards. •Sells latest cell phone units and airtime cards and consistently met or exceeded sales quotas. Education 2004 - 2010 Bachelor of Science in Computer Engineering / Cebu Institute of Technology – University 2002 - 2004 Bachelor of Science in Computer Engineering / University of Cebu – Banilad Campus 1998 – 2002 Abellana National School 1992 – 1998 Subangdaku Elementary School References JOSEF MARK NOEL Team Lead, WIPRO BPO Cebu Business Park, Cebu City Cellphone#:- DOREEN MARICAR VERANO Team Lead, WIPRO BPO Cebu Business Park, Cebu City Cellphone#:- VANESSA BEDRIJO Touch Commerce QA Supervisor Qualfon Phils. Inc. SKYRISE3 BLDG. IT PARK LAHUG CEBU CITY #-