Raquel Matanguihan

 RAQUEL M. MATANGUIHAN #408 Brgy. Antipolo del Sur, Lipa City Batangas Contact Number:-/- E-Mail Address:- PERSONAL DETAILS Date of Birth: October 25, 1982 Birth Place: Antipolo del Sur, Lipa City Batangas Philippines Age: 35 Nationality: FILIPINO Height: 5’4 Weight: 100 lbs Status: Married Religion: Roman Catholic PROFILE More than 9 years of successful experience in customer service and support with recognized strengths in account maintenance, problem-solving and trouble-shooting, sales staff support, and planning/implementing proactive procedures and systems to avoid problems in the first place. Possess solid computer skills. Excellent working knowledge in Microsoft Excel, Microsoft Word, Microsoft Power Points. Ability to train, motivates, and supervises customer service employees. A team player, acknowledged as “Total Quality Customer Service Professional.” Develop plan, conduct audits and variance analyses. PROFESSIONAL EXPERIENCE August 26, 2015 ~ December 22, 2016 The Results Company.- 2F Fiesta World Mall Marauoy, Lipa City, Batangas Position: Supervisor Duties: Responsible in monitoring productivity of the agent and generate report. Identify and act on both positive and negative performance trends to ensure revenue goals and performance target. Provides coaching feedback and follow up to ensure representatives are fully informed of all information related products, procedures and company related issues. Provides daily direction and communication to employees so that customer service calls are answered in a timely manner. Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service. Provides performance feedback and coaching on a regular basis for each team member. Write and administers performance reviews for skill improvement. Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level. Addresses disciplinary and/or performance problems according to company policy. December 03, 2012 ~ July 28, 2014 Teletech Customer Care Mgt., Phils.- Powered by Telstra - 2F Robinson’s Place, Mataas na Lupa, Lipa City, Batangas Position: Customer Service Representative Duties: Responsible for answering phone calls. Responsible for providing good customer service. Responsible for following call flows and company policy. Identify, research, and resolve customer issues. Complete call logs and reports. Process and collect data accurately. Keep track and process accounts and incoming payments in compliance with financial policies and procedures. Verify discrepancies and resolve clients’ billing issues. Assist customer in recovering closed accounts. November 12, 2012 ~ December 03, 2012 Alorica Pacific Rim, Inc.-2F SM City Lipa, Ayala Highway, Lipa City, Batangas Position: Customer Service Representative (Project Base) Duties: Responsible for answering phone calls. Responsible for providing good customer service. Responsible for hitting the metrics goals. Responsible for following call flows and company policy. Answer phones and respond to customer requests. Provide customers with product and service information. Transfer customer calls to appropriate staff. Identify, research, and resolve customer issues. Follow-up on customer inquiries not immediately resolved. Complete call logs and reports. Process and collect data accurately. July 18, 2008 ~ August 17, 2010 Sitel Corporation-PayPal Eastwood Avenue, Libis Quezon City Position: Quality Assurance Professional/Call Monitoring Specialist Duties: Responsible in delivering effective one-on-one feedback as a Quality Analyst to motivate an Agent. To perform Service Observation/transaction monitoring for all Agents on the floor. To prepare weekly internal report accurately and completely and ensure report is sent by the required deadline. To conduct quality related coaching for all agents. To prepare any other reports as required by client accurately, completely and ensure submission is by required deadline. To arrange and participate in weekly call calibration session. To actively develop and execute action plans for continuous improvement of Quality scores for all Agents. To conduct group briefing for Agents on products/procedural updates/changes and on quality related issues as necessary. August 2005 ~ August 2007 Forhouse Corporation-# 45 Lane 313 Mintsen Road, Sec. 3 Taya Hsiang Taichung, Taiwan 42844 ROC Position: Final Quality Controller Duties: Responsible for production of LCD backlight. Responsible for final quality assurance. Control incoming materials good for daily production. Maintained cleanliness of job site after work. Setup the production equipment and supplies before executing the job orders. Operate equipment safely and effectively for production processing. Ensure that equipment is maintained in good and safe working condition. Inspect equipment to identify any replacements, malfunctions and repairs. Perform regular equipment maintenance to ensure production capacity and quality. Provide assistance to junior operators in their assigned responsibilities. Repair and clean the equipment when needed. Work under the guidance of Supervisor to perform and complete the assigned duties in timely manner. Evaluate equipment performance and recommend improvements Follow safety procedures and company policies for equipment operation Recommend process improvements to enhance operational efficiency and safety. Contribute to waste management programs. Identify and report unsafe operations to Supervisor immediately. Maintain the work area clean, safe and organized. October 2001 ~ July 2005 Jideco Manufacturing Philippines, Incorporation Lima Technology Center, Special Economic Zone, Lipa City Batangas Position: Manufacturing Group Leader Duties: Organized manpower required for production. Assigned duties to production team members to ensure production target are met. Provide training to production team members Work with planners, Manufacturing Engineers to ensure production capacity is ready for the forecast units. Work with Quality Assurance personnel and Production Engineer to ensure quality target are met. Work with Manufacturing Engineers to improve production efficiency. Line supervision. October 1998 ~ October 2001 McGeorge Food Industries, by Pass Road, B. Morada St. MataasnaLupa, Lipa City Batangas Position: Service Crew Duties: Responsible in providing customers with a quick and accurate service and show sensitivity to their individual needs, both from behind the till as well as in the dining areas. Responsible in producing orders to a consistently high standard and understand that quality control is vital. Maintain the work area clean, safe and organized. EDUCATION, TRAININGS & ACHIEVEMENTS - AMA Computer College Lipa City Batangas, BS Computer Science -Pinagkawitan National High School Pinagkawitan, Lipa City -Pinagkawitan Elementary School Pinagkawitan, Lipa City May 2009Communication Skills Training Program People2Outsource, Inc. Lipa City, Batangas July 2004-January 2005 New Product Training Jideco Manufacturing Philippines Kikugawa , Japan August 27-28, 1999Government Management Program Training Leadership Training Lipa City, Batangas FOREIGN LANGUAGES English – FluentJapanese – BasicMandarin – Basic CHARACTER REFERENCES Mr. Amadeo de AlbanProcess and Quality Analyst Supervisor Sitel Corporation-Eastwood- Mr. Marchal Tito LunaTeam Leader Teletech Customer Care- Ms. Anabelle TorresHRIS Supervisor Sitel Corporation- HOBBIES & INTEREST Playing Guitar, Reading Books, Singing, Internet Surfing I hereby certify that the above information are true and correct to the best of my knowledge and beliefs. _______________________________ RAQUEL M. MATANGUIHAN