PRINCESS GRACE
DELA CERNA
Experienced Customer Service
Representative with a demonstrated history
of working in the BPO industry. Skilled in
Customer Service, Customer Satisfaction,
Microsoft Office and Employee Management.
Maintains a high level of professionalism,
patience and efficiency to minimize
customer dissatisfaction and increase
SPECIALIZATIONS
customer loyalty.
• Call Center Operations
• Inbound & Outbound Call Handling
• Complaint Handling & Issue Resolution
• MS Office
• Customer Service Excellence
• Data Entry & CRM Administration
CONTACT
INFORMATION- Christian Village, Digos City
Philippines 8002
WORK EXPERIENCE
TRANSACTION COORDINATOR
J
CHRISTOPHER
AUG
-
2020
TO
REAL
ESTATE
GROUP
PRESENT
Personal assistance to realtors, transaction coordinating,
client care/management, scheduling, calling and various
www.linkedin.com/in/lionprincess
assigned administrative tasks.
Prepare all listing materials: pre-listing presentation, Listing
Agreement, sellers’ disclosures, pull online property profile,
research old multiple listing service (MLS) listings and etc.
Oversee all aspects of buyer & seller transactions from
executed purchase agreement to closing.
Clinical Quality Assurance Specialist / Medical Coder
NORTHEAST
JUNE
2019
STRATEGIES
TO
AUG
INC.
2020
Review agencies' charts following policies and procedures
set by the surveying bodies to ensure completeness and
quality assurance.
Assign correct universal alphanumeric code to describe the
type of service a patient will receive in a healthcare facility.
PRINCESS GRACE
DELA CERNA
WORK EXPERIENCE
Experienced Customer Service
Representative with a demonstrated history
of working in the BPO industry. Skilled in
Human Resource Manager
Customer Service, Customer Satisfaction,
GLOBAL
Microsoft Office and Employee Management.
OCT
Maintains a high level of professionalism,
patience and efficiency to minimize
customer dissatisfaction and increase
customer loyalty.
BUSINESS
2018
TO
MAY
SOLUTIONS
2019
Responsible for recruitment and retention
Work with department managers on all terminations and
disciplinary actions
Manage attendance and payroll
Participates in developing department goals, objectives and
systems.
General Virtual Assistant
MONTESINO
SEPT
2017
TRANSLATION
TO
OCT
2018
Answer client inquiries via phone and email
Update client information on CRM
Post and assign translation orders to translators
Proofread and edit formatting of documents to assure
quality
EDUCATION
BACKGROUND
Cor Jesu College
CSR / Subject Matter Expert
VXI
GLOBAL
SEPT
2015
SOLUTIONS,
TO
JULY
LLC
2017
Monitor team performance: KPIs and attendance
Demonstrate high-level of product knowledge
BACHELOR
OF
TECHNOLOGY
SCIENCE
IN
INFORMATION
Assist and/or jump in to handle Supervisory calls
Quality Analyst / HR Assistant
GLOBAL
MAY
BUSINESS
2013
TO
MAY
SOLUTIONS
2015
HR
Assist HR Manager on recruitment process and employment
retention
Responsible for managing all aspects of attendance
including, but not limited to tracking, scheduling, feedback
and employee attendance files
Participate in new hire orientations and coordinate
palcement of new hires within teams
QC
Monitor outbound calls taken by Telesales Agents
Provide qualitative feedback to telemarketers on
compliance and accuracy
Facilitate calibration sessions
Conduct individual and group training
