Pia Rica Poscablo

Pia Rica L. Poscablo 52 San Pablo St. Bagumbayan, Quezon City- Professional Experience Email Support Representative (Tier 3) Tech Mahindra September 2016 to April 2019 1. Addressing customer service and technical support concerns via email, social media, and App/Play Store 2. Content issue validation (video, audio, and subtitles) Customer Service Representative Unitedhealth Group June 2015 to February 2016 3. Addressing billing inquiries & processing phone payments Customer Service Representative Reed Elsevier (VitalChek) April 2013 to February 2015 4. Placing orders for vital records for various Vital Records/Vital Statistics offices in the United States 5. Training and assisting new ticketing agents Customer Service Professional Sitel-Travelocity Business July 2008 to March 2013 Customer Service Professional (Email and Voice Support Specialist) 6. Receiving inbound calls and emails and addressing airline, hotel, car rental/service and general travel concerns from corporate clients 7. Troubleshooting ticketing errors Ticketing Agent 8. Troubleshooting ticketing errors; issuing airline tickets, processing exchanges and refunds Coach Apprentice/Ticketing Lead 1. Subject matter expert; providing assistance to voice, email and ticketing agents 2. Collating team stats; doing quality checks on passenger name records worked by team; agent error analysis and verification 3. Training and assisting new ticketing agents 4. Close coordination with client for product and process development eRep (Hotel Reservations Sales Specialist; Universal Agent) PeopleSupportPhils. January 2005-January 2008 1. Receiving inbound calls on inquiries and potential sales in the travel industry 2. Cross selling of affiliate companies including, but not limited to, rental car, travel rewards and timeshare. 3. Receiving inbound calls requiring immediate customer service attention concerning the company's websites and other services 4. Conducting QA evaluations, coaching, mentoring & teaming up with new agents 5. Collation, preparation and distribution of team stats 6. Preparing minutes of meetings and distribution to team members, team supervisor and team manager 7. Volunteer in various job fairs to represent the company, screen applicants and guide them through the application process 1. PeopleSupport University, Professional Development Training: Basic Sales Training, Stocks 101, Communication Enhancement Training -) Certifications 2. Six Sigma Yellow Belter 3. LEAN certified 4. LEAN Six Sigma certified Educational Attainment Aklan College, BS Computer Science (undergraduate) Ismael Mathay, Sr. High School, Quezon City, M. Mla. St. John's Academy, Elementary Character References CherySy- OIC, VitalChek Reed Elsevier Julie Ponder- Groups and Meeting Coordinatorextension- BCD Travel Janice Roxas- Quality Analyst Tech Mahindra Ryan Gil Cruz- Team Supervisor- Tech Mahindra