Rini Clarence Salong

Rini Clarence Salong August 15, 1983 Single, Filipino 5’9 / 130 lbs EXPERIENCES Teletech, Mandaue Cebu City - CSR (HP Home and home office) Lluch Street, Dona Juana Subdivision Palao Iligan City, Lanao Del Norte-- SUMMARY OF QUALIFICATIONS Strong sense of responsibility October 2010 - January 2011 Efficient team worker Take inbound calls for customers calling in about their order statuses, Willing to be trained help customer on customizing their orders, placing their orders, help them navigate the website. Process disputes and refunds Sykes Asia, Panagdait Mabolo Cebu City - Technical Support Representative / Subject Matters Expert (HP Palm Webos / At&t Uverse) Resourceful,aggressiv e and highly motivated With proven leadership skills May 2011 - June 2014 Started as Level 1 TSR for HP Palm Webos platform for smartphones and Hardworking,able to multi task effectively tablets. Handled inbound calls for customers who has problems with their Outstanding training device such as software problems, update software, account setup, email exchange sync, app issues, app catalog issues, smartphone hardware troubleshooting (no power, battery wouldn’t hold a charge, phantom Speed and focus during work touch on screen, wifi connectivity issues, data connection issues, call Good analytical skills issues, and unlocking their network both for CDMA and GSM phones. After probation, was promoted as a Subject matter expert for same PROMOTIONS account. Responsible for handling and observing the performances of newly hired agents. Does side by side or remote QA coaching to improve their troubleshooting and call handling skills. Update the team lead for Sykes Asia - Promoted as a overall team score metrics and performance of the agent. Take in Subject Matter Expert for HP supervisory / escalated calls from level 1 agents, does outbound calls to Palm Webos unresolved issues from clients / customers to ensure the quality of the Wipro BPO - Promoted as part service. Floor Walking “ roam around the production floor to be visible in of Escalations team case level 1 agents might ask for help and has question on how help the customers. Lastly, month end reports and week end reports. After spending 2 years with the Hp account, being transferred to At@t Uverse as one of the pilot / pioneer team agents who handled the calls. Troubleshoot / Resolves 3 play ( IPTV, VOIP and High Speed Internet) issues for the customers. WIPRO BPO, Cebu business park Ayala - Billing Adviser / Customer Service Representative (British Telecom) July 2014 - October 2015 LANGUAGES English, Filipino APPS AND SOFTWARES Quickbooks - Business related app for processing invoices (Proficiency: Intermediate) Handled inbound calls for small business customers who have subscribed to our services, like local telephone post, lift line, fax line, pbx machines, Ecom solutions - Business alarm lines, value added services, internet service and voip services. related app for sourcing items Educate customer about their one bill (all billed services under one and inventory of items account) process disputes and refunds. Process payments over the phone. uploaded on Amazon, orders Updating the information on their account, schedules technician for on Amazon (Proficiency: appointment to fix their line. Expert) Reinstating their service, do outbound calls for collections etc. Google Sheets - Business After probation, transferred / promoted to be part of BT Escalations related app for tracking Team, handles escalated calls and responsible for retaining customers. information and etc. (Proficiency: Expert) Teleperformance, Asiatown I.T Park - Customer Service Zendesk - Business related Advocate (Amazon) Dec 2015 - Jun 2016 app for customer service Handled emails, calls, chat for inbound customers. Helping them out on their concerns like, order statuses, returns, replacements, refunds transferring them to seller support for 3rd party items. (Proficiency: Intermediate) We mainly handle items that are sold and fulfilled by Amazon and Fulfilled by Amazon only. Contacting the courier for them in case they want to hold a pick up for the item. Processing a return label for items wanted to be return. Business related app for Home based Customer Service / lister for Amazon Seller Central Account (Iconcure / King liquidators / Platinum Sale) Oct 2016 - May 2017 Responsible for emails, handling returns and replacements. Processed their refunds. Fulfill orders for their dropship business, processed their return labels making sure that there’s no trace that it is being dropship. Source out products using Ecom solutions or piggybacking. EDUCATION MSU IIT, Tibanga brgy San Miguel - Undergraduate 2002 - 2005 Studied Bachelor of Arts in Filipino for 3 school years. Iligan City National High School 1996 -2000 Studied Secondary School for 4 years channels, i.e voice, chat, email Xsellco Reply Manager customer service channel i.e email (Proficiency: Expert)