MERRIE CHRISTINE S. YAMSON
PERSONAL DATA
Family Name
Given Name
Middle Name
Sex
Birth Date
Address
Contact No.
Email address
Civil Status
Nationality
Religion
:
Yamson
:
Merrie Christine
:
Santos
:
Female
:
December 25, 1974
:
Unit 2D, 2449 Vernan Apartments, Yangco St, Gagalangin,
Tondo, Manila
:
- /-
:-:
Single
:
Filipino
: Roman Catholic
EDUCATIONAL BACKGROUND
PRIMARY EDUCATION
IMMACULATE CONCEPTION ACADEMY OF MANILA
Balut, Manila, Philippines-
SECONDARY EDUCATION
IMMACULATE CONCEPTION ACADEMY OF MANILA
Balut, Manila, Philippines-
COLLEGE EDUCATION
BACHELOR OF SCIENCE IN INDUSTRIAL ENGINEERING
MAPUA INSTITUTE OF TECHNOLOGY
Muralla St., Intramuros, Manila, Philippines-
WORK EXPERIENCE
From July 2011- January 2012
Perimeter E-Security
Position: Triage Analyst
Duties and Responsibilities:
Handles inbound calls assigns tickets submitted by IT administrators of our clients for
their security solution needs.
From May 2009-February 2010
Startek Ltd
Position: WLNP Customer Care Professional
Duties and Responsibilities:
Handles inbound calls works on transfer of customer’s account from one network to
CINCINNATTI BELL NETWORK.
From September-October 2007
JP MORGAN CHASE BANK N.A
Position: Customer Care Professional
Duties and Responsibilities:
Handles inbound calls, responds to customer calling for inquiries about their account.
Resolves customer’s issues and concerns using product knowledge. Works to build
customer confidence in the brand
From June 17,2004-August 20, 2007
CONVERGYS PHILIPPINES SERVICES
Position: Senior Specialist
Duties and Responsibilities:
Giving rational credits and adjustments and approval, also responsible for evaluating
agent's performance and assesment. Tracks the improvement of the center's statistics and
performance. Also assigned to be Team Lead Assist, handling the whole team and acts as
temporary team leader when no one is available, monitors agent’s metrics and coaches
them on their areas of improvements. Also conducts refresher courses. Still under IBMSPRINT, NEXTEL program
From May 16, 2001 to April 07, 2004:
E BUSINESS WESTERN UNION
Customer Business Service Center
Position: TEAM LEADER
Duties and Responsibilities:
- Authorized signatory for money transfers.
- Formulated and conceptualized the Operation Procedures Manual for Western Unions
Call Centers.
- Formulated and conceptualized the Guidelines and Instruction Manual on the use
of the new Western Union System MT 2000.
SEMINARS ATTENDED:
WESTERN UNION SIX SIGMA CUSTOMER EXPERIENCE PROJECT
SEMINAR
Oakwood, Ayala Center, Makati City, Metro Manila, Philippines
February 2003
WESTERN UNION CUSTOMER EXPERIENCE KAIZEN EVENT SEMINAR
Shangri-La, Makati City, Metro Manila, Philippines
November 2003
CUSTOMER SATISFACTION SEMINAR
Philcom Bldg., Makati City, Metro Manila, Philippines
NOVEMBER 2003
PROFESSIONAL SKILLS AND AWARDS:
AWARDED FOR EXCELLENCE IN CUSTOMER SERVICE BY WESTERN UNION
ASIA PACIFIC REGIONAL OPERATING CENTER (SYDNEY, AUSTRALIA)
