NAIZA MARIE
BENDAÑA
Zone 2, Brgy. Bonifacio, San
Fernando, Camarines Sur
4415
--https://www.linkedin.com/in/smyrnaezinvert/
OBJECTIVE
Dynamic, enthusiastic, driven by results and customer-focused Customer Service professional,
I have 8+ years hands on experience in providing exceptional customer service experience
within the telecommunications and business process outsourcing industries. With excellent
communication and negotiation skills, I liaise with customers, internal staff and external
stakeholders to develop strong working relationships with the aim of delivering services on time
and within client requirements. Passionate about continuous learning and improvement, I am
quick to learning new processes and tools and able to retain information for product knowledge
to recommend the best solutions for customers. With good phone, email and chat manner,
friendly and accommodating personality; I assist businesses in improving their revenue and
profitability through cost-efficient delivery of their services and products as first point of contact
over the phone, on email and on chat platforms.
A multitasked who is able to organize my time, I prioritize tasks effectively while completing
other concurrent responsibilities. Punctual, hardworking, and reliable; I always believe in
“doing things right the first time” and delighting the customers to achieve monthly targets
and KPIs. I am open to handling a challenging role within the Customer Service space to assist
organizations in their key operational strategies.
EDUCATION
DE LA SALLE UNIVERSITY DASMARIÑAS CAVITE
Bachelor of Science in Tourism Major in International Trade,-
LYCEUM OF THE PHILIPPINES UNIVERSITY INTRAMUROS MANILA
Bachelor of Science in Foreign Affairs Major in Diplomacy,-
ATENEO DE NAGA UNIVERSITY
Bachelor of Science in Secondary Education Major in English,-
EXPERIENCE
SUTHERLAND GLOBAL SERVICES
20 FEBRUARY 2012 – FRONTLINE AGENT
Answer customer inquiries and resolve registration and renewal issues as Inbound Consultant for
Intuit, QuickBooks in USA, identify customer needs during calls and offer new products for upsell.
ECHO SUN TRAVEL & TOURS
12 JUNE 2012 – MARKETING MANAGER
Manage campaign and marketing collaterals as Marketing Manager and Visa Consultant. Handle
educational projects offered to schools for field trips. Undertake school presentations and liaise
with school officials.
MOTOR INSURANCE SINGAPORE
3 DECEMBER 2012 – LEAD GENERATOR
Perform duties as Outbound Consultant calling customers that require to renewal on their
insurance and calling leads to offer insurance services, process insurance registration and/or
renewal of existing insurance policies.
51TALK ENGLISH TUTORIAL SERVICES
11TH AUGUST 2013 – ONLINE ENGLISH TUTOR
Handle English tutorial classes for Chinese students of various ages as Online English Teacher. I was
one of the pioneering groups that handled the first kids’ project to focus on teaching children only.
TUTORING KOREA
16 FEBRUARY 2017 – ONLINE ENGLISH TUTOR
Handle tutorial classes as Online English Teacher to Korean students various ages Provide report
and feedback on improvement progression on each end of lesson
STELLAR BPO PHILIPPINES INC
27 FEBRUARY 2017 – CHAT AGENT
Handle customer Chat Support Multiple Skilled role catering JetStar Airline passenger issues. I was
also transferred to voice account after 6 months as Flight Reservation Specialist and cater
customers with their flight issues or create a new flight for them.
GRAND TETON PROFESSIONALS
11 NOV 2017 – CREDIT SPECIALIST
Doing dispute letters to send to bureaus for the deletion of negatives credit accounts and inquiries
of our customers. Provide reports after. Edit and upload documents of the customers in Salesforce
and provides notes about what we did to the client’s file.
TRADE360
20 JUN 2018 – LEAD GENERATION
I am doing lead generation to our clients for an appointment with our top mentors to explain
further about online trading and our platform.
ABC LANGUAGE SOLUTION INC.
11 JUL 2018 – PROJECT MANAGER
Handled emails and sorted the unread emails to its perspective folders. Process the translation
documents and find the reliable translators.
HASHING AD SPACE
25 JUL 2018 – SUPPORT TEAM MANAGER
Doing research for the preparation of the launching of the company. Upon launching my main duty
is being a customer support manager and response to escalations via chat and email. I also handle
social media support from Facebook and Telegram. I also send QA (Quality Assurance) report of
our agents and do necessary training for those who needs it.
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FUNNELBUNDLE.IO
01 MAY 2020 – SUPPORT TEAM LEADER
I handle email and chat enquiries. I also handle escalations and support my agents to handle the
work around. Doing trainings and refreshers to my team.
SKILLS
Customer Service Oriented
Native English (oral and written)
Email Specialist
Chat Specialist
Customer Support Manager
Can type 54wpm
Punctual
Multiple Tasking
Resourceful
ONLINE REFERENCES
https://www.upwork.com/o/profiles/users/_~01d1305b1da43d72e1/
https://www.facebook.com/ezinvert
https://www.funnelbundle.io
REFERENCE
Upon request.
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