Remie Lucencio
CHAT SUPPORT REPRESENTATIVE (6 months)
STARTEK PHILIPPINES, INC.
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Experience
19 years of total experience
Dec 2016 - May 2017
(6 months)
CHAT SUPPORT REPRESENTATIVE
STARTEK PHILIPPINES, INC. | Philippines
Industry
Call Center / IT-Enabled Services / BPO
Specialization
Sales - Retail/General
Role
Others
Position Level
1-4 Years Experienced Employee
Sales Chat Support for Spectrum Telecommunication
Oct 2015 - Jul 2016
(10 months)
Customer Service Representative (CSR)
Arriva Medical Philippines | National Capital Reg, Philippines
Industry
Call Center / IT-Enabled Services / BPO
Specialization
Customer Service
Role
Customer Service - General
Position Level
1-4 Years Experienced Employee
Monthly Salary
PHP 22,000
* Provides day to day Customer Service to Patient's
* Take orders and process shipment of Diabetic Testing Supplies
* Inbound and outbound campaign; also includes Medical Records process
* Handles variety of calls for various LOB which includes Re-order, In bound and Outbound Customer Service to ensure that the patient's and company's needs are met.
Oct 2013 - Dec 2015
(2 years 3 months)
Freelance Tour Guide
Island Walk Tours Services | Western Visayas, Philippines
Industry
Travel / Tourism
Specialization
Customer Service
Role
Management
Position Level
Supervisor / 5 Years & Up Experienced Employee
* Development of domestic and international packages by visiting destinations and suggesting interesting travel routes or places of interest;
* Designing flexible tour packages to meet the needs of different clients;
* Exploring and identifying new business opportunities in a competitive and rapidly changing industry;
* Welcoming groups of holidaymakers at their starting point and announcing details of travel arrangements and stop-over points;
*Checking tickets and other relevant documents, seat allocations and any special requirements;
* Helping with passport and immigration issues;
*Helping holidaymakers check-in and settle into their accommodation;
* Communicating a range of information on itineraries, destinations and culture;
informing passengers of arrival and departure times at each destination on the itinerary and ensuring that all members of the group are back on the coach before departing from each stop;
making sure all travel arrangements run according to plan and that accommodation, meals and service are satisfactory;
Nov 2011 - Jan 2013
(1 year 3 months)
Customer Service Representative (CSR)
Teletech Iloilo | Western Visayas, Philippines
Industry
Call Center / IT-Enabled Services / BPO
Specialization
Customer Service
Role
Customer Service - General
Position Level
1-4 Years Experienced Employee
Monthly Salary
PHP 12,000
Receives, processes and verifies the accuracy of orders from customers utilizing the organizations’s internal CRM/mainframe systems and customer purchase orders.
• Initiates required action for response to customer service requests for order changes, including the
maintenance of order/customer information files and communicates changes to the appropriate
personnel/departments.
• Ensures and provides quality service to both internal and external customers.
• Receives inquiries from and/or contacts the organization’s branch/regional offices to resolve a variety of order-related issues.
• Accesses the company’s internal systems to obtain and extract order information and provide customer
service management with the data for inclusion in various scheduled and special reports
• Performs assigned system maintenance to various electronic order files.
• Participates and provides expertise as a member of the customer service’s departmental team. The team's objectives are develop and recommend changes to existing methods and systems to increase the accuracy, efficiency and responsiveness of the customer service department as a whole.
Mar 2008 - Sep 2009
(1 year 7 months)
Customer Service Representative (CSR)
Stream Global Services | National Capital Reg, Philippines
Industry
Telecommunication
Specialization
Customer Service
Role
Customer Service - General
Position Level
1-4 Years Experienced Employee
* Sells and promotes products and services offered by company to new and existing customers.
* Uses techniques such as up-selling, suggestive selling and offering sales promotions to make sales. Cross sells products and services by promoting bundles.
* Maintains a high-level knowledge of company products, services, service territories, pricing and technical capabilities/limitations, hardware and others necessary information to reach the customer.
* Works with customers in person and by phone to answer questions regarding service, features, options, upgrades, and billing/payment concerns. Initiates service orders to begin, upgrade or terminate service, and initiates number ports as requested to begin service.
* Refers the customer to the appropriate department for a service trouble and initiates a trouble ticket if necessary.
* Accepts and posts payments to customer accounts. Investigates and resolves customer billing issues, applies approved credits/adjustments, and confers with other departments to resolve billing issues.
* Establishes payment arrangements and security deposits with customers according to credit policy guidelines for delinquent accounts. Assists with processing insufficient checks and related correspondence.
* Follows CPNI regulations and procedures when accessing customer accounts. Escalates issues to the Customer Sales Coordinator or Supervisor as needed.
* Performs miscellaneous clerical duties such as filing, data entry and record maintenance. *Responsible for maintenance of carrier information and related correspondence for customer and Company use. Assists with processing batch payments and applying monthly recurring credit card payments. Assists with disconnection process for non-payment.
* Performs other miscellaneous duties as assigned by management.
2002 - 2008
(6 years 1 month)
Technical Editor
Iloilo Doctors Hospital
Industry
Healthcare / Medical
Specialization
Journalist/Editor
Role
Journalist/Writer
Position Level
Supervisor / 5 Years & Up Experienced Employee
•Perform comprehensive editing services on strategic, financial, actuarial, clinical, operational and analytic reports for hospitals, PHO’s, insurers and pharmaceutical companies.
•Provided in-house and client technical support by writing and editing manuals, installation guides and help files on a multitude of custom-developed trainings and other training packages.
•Produced company’s monthly newsletter, including writing, editing and proofreading copy.
•Compiled, edited and proofread articles on case studies, manage care market profiles, and presentations.
•Contributed to the editing, writing, and design of the company Internet and Extranet websites.
•Designed and coordinated the production of press kits, news releases, promotional pieces and brochures.
•Develop in-house and sponsor online advertisements.
•Created multimedia instructional materials, including illustrations for technical or non-technical audiences.
Apr 1996 - Jan 2002
(5 years 10 months)
Asst. Public Relation Specialist
Panay Electric Company
Industry
Electrical & Electronics
Specialization
Public Relations/Communications
Role
Public Relations
Position Level
Supervisor / 5 Years & Up Experienced Employee
* Prepared press releases and contacted people in the media who might print or broadcast Panay Electric Company, Inc. material.
•Arranged and conducted programs to keep up contact between organization representatives and the public.
•Represented Panay Electric at community projects.
•Made film, slide, and other visual presentations at meetings and school assemblies.
•Planned conventions.
•Prepared annual reports and wrote proposals for various projects.
Education
2003
Philippine Christian University
Post Graduate Diploma / Master's Degree in Business Studies/Administration/Management | Philippines
CGPA
88.0 / 100.0
Skills
Advanced
Proficient in MS Office, Documentation
Languages
Proficiency level: 0 - Poor, 10 - Excellent
Language
Spoken Written
English
8 9
Additional Info
Expected Salary
PHP 25,000
Preferred Work Location
Anywhere in Philippines, Anywhere in Singapore, Asia . Middle East
Other Information
Special skills: Documentation, event planning and organizing, marketing collaterals conceptualization.
PR skills, excellent in writing and blogging
About Me
Gender
Female
Age
46 years
Address
Western Visayas, Philippines
Nationality
Philippines
