Raquel R. Castillo

WORK EXPERIENCE Civil Aviation Authority of the Philippines (CAAP) Pasay City, Metro Manila Philippines Administrative Assistant October 2016- March 2017 Job Description: • Minutes Officer • Answer phone calls and direct calls to appropriate department • File and retrieve company documents, records and reports • Open, sort and distribute incoming correspondence including faxes and email Telus International Philippines 5/F Market Market Mall-Mckinley Parkway, Taguig City Philippines Customer Service Specialist IV March 2017- October 2021 CONTACT -- ADDRESS: Block 46 Lot 2, Pinagsama Phase II Taguig City, Metro Manila, Philippines DATE OF BIRTH: January 08, 1996 PLACE OF BIRTH: Quezon City, NCR, Philippines CIVIL STATUS: Single NATIONALITY: Filipino Job Description: • Answer inbound calls professionally and respond to customer’s inquiries and complaints • Respond to Chat interactions and Emails • Follow up customer calls if necessary • Document all call information according to standard operating procedures • Route inbound calls to the appropriate department • Identify, escalate priority issues and report to high-level management • Offer Mobility and home services/products and services. • Process forms, orders and applications requested by customers • Perform basic troubleshooting steps in mobility devices. • Assist store dealers and retailers in processing activations and renewals. • Booking a technician appointment for TV, Wi-Fi and security installation. • Attend huddle sessions and scheduled training courses. Diversify 27th Floor, Twenty-Four Seven McKinley Building 7th Ave, Corner 24th St, Taguig Philippines Qualifications/Skills: • Excellent communication skills • Computer proficient • Multi-tasking skills • Marketing skills • Flexible • Goal-oriented • Punctual Customer Service Representative November 2021 – May 2022 Job Description: • Deal with a high volume of inbound and outbound phone calls. • Ensure accurate and timely data entry into the operating system • Arrange job for collection and delivery of consignments. • Tracking and tracing all load consignments to ensure accuracy of pick up and deliver for time-sensitive freight • Communicating with freight management carriers and clients • Monitor emails and respond to customer inquiries and requests. EDUCATION • • • Polytechnic University of the Philippines Bachelor of Science in Office Administration Lopez, Quezon Branch- Sto. Domingo National High School Calauag, Quezon- Sto. Domingo Elementary School Calauag, Quezon-