Regina Gloria M. Santico
231 Interior 30 Aguado St.
San Miguel, Manila PH 1005
• Contact Numbers:
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• E-mail address:-_________________________________________________________________________________
OBJECTIVE:
To be part of a dynamic organization, which provides adequate in management
Skills, develops leadership, and creative potentials and continuously challenges
me to pursue levels of professional and personal growth.
ABILITIES
Almost 13 years of Customer Service Experience
Excellent written and verbal communication skills.
Extremely productive in a high volume, High stress environment.
Highly productive in the use of Microsoft Office and Google Spreadsheets
A self starter with a can do attitude.
WORK EXPERIENCE
Financial Times Electronic Publishing Inc.
Net Park, Bonifacio Global City
Customer Service Executive
August 2015- December 2018
● Respond to Financial Times customers via email, phone calls, chat and social media channels
● Manage customer's expectations and provide a seamless customer experience
● Log incoming and outbound calls or retention activities, create cases and document interactions
in the customer relationship management system
● Ensure Service Level Agreements are consistently met
● Retain existing customers and be able to create new sales, up sell or cross-sell opportunities
● Identify and escalate problems affecting a number of customers or influencing the timely
resolution of one customer's enquiry
● Exhibit Financial Times Customer Service core values and principles
ADP Philippines Inc.
RCBC Plaza, Makati City
Payroll Analyst
May 2011- August 2015
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Answer incoming client (business-to-business) calls and/or makes outbound telephone
calls to clients with high focus on world-class service and first call resolution.
Enters payroll data received via telephone and fax into the payroll processing system.
Completes all required information accurately and timely to ensure an accurate
payroll for client. Updates client information as necessary.
Answer basic client questions regarding benefits, HR and payroll including processing
procedures, deductions/earnings setups, and taxes. Identifies clients that have not
called-in payroll as scheduled. Also reviews payroll and verifies that information is
correct prior to processing. Corrects any terminal errors and
determines cause of
error(s).
DELL INTERNATIONAL SERVICES INC.
Eastwood City, Libis QC
Customer Care Resolution Expert
January 2008- February 2011
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Answered inbound calls in a day through the call center queue,
Worked as a Level 2, Resolution Expert in assisting customer’s with their
complex customer care concerns. Processing Replacements and Return
Authorizations for Missing, Lost and Damaged orders. Also offers save the sale
options to customer to ensure customer retention.
Ensuring Over all Customer Satisfaction by offering concessions such as
Credits, Coupons and products.
Committed in resolving the customer’s concern by making follow-up phone
calls and sending emails to ensure that the customer’s issue has been resolved
and customer is satisfied.
CITI BUSINESS PROCESS SOLUTIONS LTD.
PBcom Tower, Makati PH
Sr. Collection Specialist
October 2007-November 2007
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Contacted Australian Customers through Outbound calls.
Making sure that customer’s can make their account up to date by working out
a promise to pay.
Assisted Customer’s in answering their basic banking questions, Updating their
account information, guiding the customers to navigate their accounts online.
AMBERGRIS SOLUTIONS INC. (TELUS)
Discovery Suites, Ortigas PH
Customer Interaction Specialist
February 2006- April 2007
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Answered an average of 90 inbound calls in a day through the call center
queue,
Assisted Customer’s in the Post Ship Customer Care Team. Handling
customer’s issue with their Missing, Wrong and Damaged orders. Handles Basic
Escalations. Offers Save the sale options to customer to ensure Overall
Customer Satisfaction.
EDUCATIONAL BACKGROUND:
Mary Chiles College
Sampaloc, Manila
BS Nursing-
Quiapo Parochial School
(The Nazarene Catholic School)
Quiapo, Manila
High School Diploma-
*Character references available upon request.
