Paula Romaine Oxales

Paula Romaine L. Oxales 10B Silver St MuntingBahayan Pinagbuhatan Pasig City Philippines 1600 Mobile:- Home:--- SUMMARY OF QUALIFICATIONS • Quick learner with the ability to adapt to fast pace business situations • Ability to relate to people at any level or status • Proficient in both verbal and written communications • Ability to meet or exceed the needs of customers • Efficiency in handling multiple tasks under pressure Training and Mentoring • Demonstrates leadership qualities while mentoring and supporting colleagues and new hires regarding the process • Conducts effective advisement through verbal and written communication Organizational Skills • Demonstrates understanding of the firms policies and procedures Skills: Operating Systems Windows 7, Windows 8, Windows Vista, Windows 2000, Windows XP, Linux, Unix, MS DOS Database MS Access, Salesforce, Helpscout, Duda, Yola, Dropbox Application Software MS Office (Word, Excel, Powerpoint, Outlook) Work Experience: Client Manager Flexisource IT March 2016 – April 2016 (Freelance – Work From Home) Job Description • Liaisons between the customers, designers, copywriters and L2 support. • Obtain effective communication process between the clients and the design team. • Help the designers by clarifying customer requirements and needs to their respective websites and business needs • Organize schedules for call backs/return calls between Spotzer and its clients. • • • • Client Managers are knowledgeable with websites and other web-based tools. Handle level 1 support but not limited to minimal website fixes and callbacks. Escalate to level 2 support for escalations, and other complex concerns. Critical-thinkers and are to achieve the core metrics: Happiness and Productivity (No. of emails/day) Specialist II – Dispute By Phone JP Morgan Chase Bank Philippines NA April 2010 – March 2016 Job Description • Process chargebacks on customer’s credit card accounts regarding disputed charges • Review and assess customer dispute documents received by mail • Process accurate account documentation to support dispute cases • Assist in account maintenance concerns for credit card accounts • Provides mentoring and support colleagues as well as new hires regarding the business process • Completes online training to ensure understanding of the different credit card and bank regulations • Team point of contact in promoting first call resolution as well as overlooking and ensuring other POC’s tasks are done and properly delegated • Been part of the Privacy Knowledge Team who process opt outs / in for customers and ensuring they understand the Privacy Policy of the firm. First Assist Version Release Tester JP Morgan Chase Bank Philippines NA April 2010 – March 2016 Job Description • Checks project build for issues that may affect the end users. • Sends reports containing the results gathered during the iteration. Customer Support Representative VCustomer Limited Philippines Ltd August 2009 – February 2010 Job Description: • Fingerhut Sales and Customer Support Representative • Process customer orders received by phone • Assist in account maintenance and order related concerns • Process in house credit for Fingerhut customers Consumer Relations Representative Aditya Birla Minacs February 2008 – July 2009 Nissan Consumer Affairs Job Description: • Process vehicle warranty claims including reimbursements received by phone and mail • • • Review and assess customers warranty claims documents Process accurate account documentation regarding customer service concerns and warranty claims Provides assistance in warranty and vehicle concerns Assistant Team Lead Aditya Birla Minacs February 2008 – July 2009 Nissan Consumer Affairs Job description: • Ensures team pending warranty claims are properly handled and processed in time • Assist team lead in promoting team success and ensuring metrics’ are properly met Telus International Philippines August 2007 –November 2007 Samsung Electronics and Accessories Job Description: • Provides technical support for Samsung Video camcorders • Provides updates and process warranty claims Ambergris Solutions July 2006 – June 2007 Dell Customer Advocate Group Job Description: • Customer service related to sales and order related concerns • Provides first phase technical support for different Dell computers • Process accurate and complete documentation regarding customer concerns received via call Educational Background Bachelor of Science in Nursing Board Passer Pamantasan ng Lungsod ng Pasig 2002 - 2006 Accelerated Learning Program Department of Education 2002 Secondary Education Pasig Catholic College 1999 – 2000 Primary Education Colegio del buenConsejo Nino Jesus House of Studies 1997 - - 1997