Rowena M. Austria

 Rowena L. MANALO 241-B San Jose St. Antipolo, City - - OBJECTIVE The objective of this endeavor is to be affiliated with a company that is possessed of a competitive, professional environment and in consequence be of service to its continued growth in its respective field of industry. WORK EXPERIENCE Balsam Hill Manila (September up to January) Customer Loyalty Specialist Delivers excellent and delightful customer service through email and live chat support across different brands by meeting various Service Level Agreements and Key Performance Indicators. Communicates and coordinates with various colleagues and managers to ensure customer issues are resolved appropriately. Understands company policies and procedures and knows when to escalate and de-escalate customer service-related issues. Ensures that all cases are updated in the back-end system in an accurate and timely manner and as required. Directs requests and unresolved issues to the designated team/department. Delivers tasks and projects as assigned. EzyVA ( May 2011 to February 2013 ) Virtual Assistant Setting up an appointment for fitness account Data entry Send automated email responses to our followers and prospective clients Send follow-up emails to prospective clients WNS ( February 2008 to March 2011) Inbound Agent Customer service ( Target account ) Fingerhut upselling Avis and Budget Group Handle retail customer service inquiries for the English speaking customers. Customer support to help manage client inquiries via email, will provide international business/product/services information and resolve any emerging issues. Provide friendly and efficient service to the worldwide Keycafe community Be the first point of contact to handle and resolve customer complaints Respond professionally to inbound phone calls, including urgent situations MAXXCOM, CO. Febuary 2007 – January 2008 (Call Center) Outbound Agent Dialed and produced good number of sales for Stock Recommendation Services campaign. Achieved the TopSeller among 10 agents dialing the campaign. Proactively and independently work to meet targets and goals GLOBAL SKY INC. June 2006 – Febuary 2007 (Call Center) Outbound Agent Dialed and produced good number of sales for appointment setting Achieved the top seller of among 35 agents dialing the campaign Proactively and independently work to meet targets and goals EDUCATION AMA SCHOOL OF MEDICINE Bachelor of Science in Nursing,2008 ANTIPOLO NATIONAL HIGH SCHOOL Secondary Education, 2000 SAN ISIDRO ELEMENTARY SCHOOL Primary Education, 1996 SEMINARS ATTENDED “11 key areas of nursing competency the only way to survive” AMA School of Medicine – East rizal Campus Febuary 2008 “The Many Facets of Nursing Profession and “ The Dynamic Time & Stress Management” AMA Computer College – Filinvest Rizal Febuary 2008 “ABG Computation” World Citi College – Antipolo Campus November 2006 ON THE JOB TRAINING Angono Medical Centert – Angono Rizal Metro Rizal Doctor’s Hospital – Parola, Cainta, Rizal Amang Rodriguez Memorial Medical Center Salve regina General Hospital – Montalban Rizal Antipolo City Medical Hospital San Lazaro Hospital – Sta Cruz Manila National Mental Health Institute – Mandaluyong, City Philippine Orthopeodic Center – Banawe St. Quezon, City SKILLS AND QUALIFICATIONS Goal-oriented Has leadership abilities Can work well within a team Posses competent communication skills both in English and Filipino Motivated and can work under pressure Has good negotiation skills in dealing with clients.