Mylene Layug

Mylene T. Layug 2073 Samala-Marquez, Binakayan, Kawit, Cavite Email add:- Contact no- / - OBJECTIVE: To acquire a job that will utilize my skills and further develop my abilities as a professional individual in the industry. PERSONAL DATA: Nickname:MhaiStatus:Single Age:32 yrs. OldGender:Female Birthday:Sept. 09, 1986Nationality:Filipino Birthplace:Las Pinas CityHeight:5’4 Mother’s Name:Norma LayugWeight:155 lbs. Languages Spoken:English and Tagalog Religion:I.N.C. Course:Bachelor of Science in Industrial Education Major in Computer Education (BSIE-ComEd) SKILLS: Knowledgeable in: MS Office Email Handling Basic Computer Troubleshooting DSL troubleshooting and Basic Networking Data Mining Appointment setting GDS Operation (Sabre for Air & Car and Voyager for Hotel) EDUCATIONAL BACKGROUND: SCHOOLFROM-TO St. Michael’s Institute- Manuyo Elementary School- Binakayan National High School- Technological University of the Philippines- Imus Institute (NCII- Bread and Pastry Production)2015 WORK HISTORY COMPANY POSITION FROM-TO Incoho Philippines Ltd.Call Center AgentApril 2007- July 2007 SKO Department(Inbound Collector) Tasks: Inbound collector for a home TV shopping company. We receive calls from customers who purchased items through home TV shopping using credit cards with insufficient funds. Teletech Customer Care Management Phils. Inc.Call Center Agent (ISP Account) (Inbound TSR)Feb. 2008- Mar. 2010 Tasks: Technical support representative for AT&T DSL. We provide troubleshooting for internet connection problems, as well as home networking issues. Teletech Customer Care Management Phils. Inc. (Order Management)Data ProcessorApr. 2010- Mar. 2011 Tasks: Handles order management for Telstra in Australia. We fix errors in orders and input the correct codes and customer information in the database. We also do outbound calls to verify the customer information. ACS of the PhilippinesIT Helpdesk AnalystApr. 2011 – Oct. 2013 Tasks: Off-shore IT helpdesk for QMC Hospital in Hawaii. We handle both inbound and outbound calls from the hospital employees and patients. We handle computer issues, connection problems, device and equipment support, email handling and announcements, conference room scheduling, creation of accounts of employees and login problems such as password reset, forgot login details and update of account information. Synergy Resource Solutions Lead SpecialistNov. 2013 - Jan. 2014 Tasks: (Home-based) Conducts outbound calls to verify and gather information for a legal firm. I also try to get in contact with business owners and HR managers and setup an appointment for a US-based agent. Task USDispatch ConciergeMay 2014 – July 2014 Tasks: Monitors email inquiries and provide basic troubleshooting for iPhones and iPads. We also help customers locate the nearest technician in their area and help setup appointments for a repair. MicroSourcing Virtual AssistantNov. 2014 – Sept. 2015 Tasks: (Home based) I served as an online assistant for the Sales Department of an Australian company. I document minutes of the appointments of the sales agents with the clients and update the database. Gathers whatever information the team needs via the internet, whether it’s a client or company information. Also, collates the reports of the agents for each client and creates a consolidated monthly report that the managers use to present as the progress report. FreelanceVirtual AssistantDec. 2015 – Aug. 2016 Tasks: I was a home-based Virtual assistant for real-estate agents. I do outbound calls to set appointments for a meeting with potential clients. I also handle inquiries on their webpage and follow-up on previous clients. Eperformax Contact Centers & BPO Travel NavigatorMar. 2017 – Feb. 2018 (Travel account) Tasks: I was skilled for both chat and call support for a business travel package reservations. I handle inquiries about their bookings and assist with changes that they need to make. I help them if they need to change or cancel their flights and hotel bookings. I also give recommendations on how they can get the best deals to ensure the best travel experience. Eperformax Contact Centers & BPO Customer Service RepresentFeb. 2018– Oct. 2018 (Financial account) Tasks: I was a financial consultant for an online payment processor. I receive phone calls from customers inquiring about the status of payments or money they either sent or should received. Also, I help them understand the money movement on their account to ensure that all is accounted for. I also receive calls for dispute and case filing for fraud transactions. I also receive and process applications for issuance of debit cards. MicroSourcing Sales Support for CarsOct. 2018 – Feb. 2019 Tasks: I was a sales support for car rental reservations. I handle inbound calls and emails for customers who needs to rent a car, amend existing bookings, has inquires about their car rental and the policy they availed. Our main product is the insurance for the car rental. I sell insurance to a customer who has a confirmed car reservation. I, hereby certify that the above information is true and correct. ___________________________ Mylene T. Layug