Sus'mita Fontanilla

SUS’MITA GO FONTANILLA 68 Singkamas St, Valley View Executive Village PH3, San Juan, Cainta, Rizal 1900 Philippines - / -- WORK EXPERIENCE Online Freelance Background (work from home) • English Tutor (UNHoop Philippines Inc.) February 2016 up to present -Teaching basic grammar; correcting pronunciation; and helping Japanese and Taiwanese feel comfortable using the English language as their second language. • PowerPoint Chat Expert (Got It Pro, Inc.) Nov 2019 - Feb 2020 - Helping Users via the chat portal to rework the design of their PowerPoint Presentation, making sure to match their business needs and audience they will be presenting it to. • Admin Sales Support and Outbound Agent (Natava SuperFoods Inc.) July 18, 2016 up to March 31, 2019 Responsible for, processing sales orders; Inbound/Outbound calls; Email support. Responding to customer emails and preparing e-blast regarding monthly promotions and special offer; Creating documents; Generating and updating sales reports; Coordinating with field sales agents to ensure they have all information and documents needed to make a sale; Coordinating with Production and Inventory team to ensure products and ingredients are available; Coordinating with Warehouse team they receive details of special orders and to ensure all orders processed have been dispatched, etc. • Administrative Assistant and Appointment Setter (Pacific Rim Logistics, Inc.) May 2015 to December 2015 • TeleSales – Virtually Replaced (under Ultro Digital) December 2014 – March 2015 • Customer Support – NoMoreRack November 2014 Dell International Services Philippines Inc. Eastwood City-Libis 2ndFlr, 1800 Eastwood Ave. Bldg., Eastwood City Cyberpark, 188E. Rodriguez Ave., Bagumbayan, Quezon City, Philippines ❖ Inside Sales Representative II (Small Business System Sales Chat) March 2013 – August 29, 2014 • Description ·Responsible in providing solution, sell Dell Products and/or services (via chat, web, email, and/or telephone), that address customer/business needs of varying complexity or working with a subject matter expert to address a solution of even higher complexity. Accountable for ensuring customer satisfaction by means of providing total solutions to their personal, business and organizational computer system needs; both notebook and desktop sales with customized specifications and accessories suited to each customer’s unique requirement. Also sells electronics, accessories, spare parts and extended warranty services. • Responsibilities ·Identifies customer needs/requirements, and recommends appropriate products and solutions. SUS’MITA GO FONTANILLA - / -- · Handle incoming sales in a professional, timely, and efficient manner while providing the Dell customers with the most relevant solutions while maintaining exceptional Customer Experience. ·Sell/Pitch Dell products/services which include Servers, Desktops, Workstation, Laptops, Printers, Software and other Enterprise/Client systems and accessories. · Pitch PRO SUPPORT upgrade to existing customers with BASIC Warranty Coverage ·Assists customers in applying for Dell Financing ·Scrub, verify and organize a set of leads for necessary information in order to send followups to Dell Customers with existing quote or pending sales. · Utilize technical expertise, to differentiate hardware from software issues and provide recommendations for a customized support product or appropriate technology solution for customers. · Employ empathy, good communication skills, and strong passion for an excellent customer experience during chat. · Be able to transfer chats to the right delivery queue for resolution if necessary · Meet and exceed Monthly Sales Goals and Objectives • ❖ ❖ Achievements o Dell League of Champion Q2 FY14 - Champion Agent of the Month of July 2013 Inside Product Specialist I (APOS Warranty Upgrade & Extension - Outbound Sales) February2012 – February 2013 • Description ·Responsible for selling Service Contract Extensions/Upgrades to customers with Expiring Service Contracts via Phone and Email Notification. Provides technical advice and create service contract extension/upgrade quotes not only to customers but also for Dell's inside sales teams when necessary. Accountable for delivering technical solutions, products, and /or services that address customer needs of varying complexity (via telephone and e-mail); or working with subject matter experts to address a solution of even higher complexity. • Responsibilities · Meet and exceed Monthly Sales Goals and Objectives · Scrub, verify and organize a set of leads for necessary information in order to send service contract expiration notices to external Dell Customers. · Handle service contract quote request from Internal Sales Representatives and Coaches. · Handle incoming sales in a professional, timely, and efficient manner while providing the Dell customers with the most relevant solutions while maintaining exceptional Customer Experience. · Pitch PRO SUPPORT upgrade to existing customers with BASIC Warranty Coverage · Utilize technical expertise, to differentiate hardware from software issues and provide recommendations for a customized support product or appropriate technology solution for customers. · Employ empathy, good communication skills, and strong passion for an excellent customer experience during sales process. · Be able to transfer calls to the right delivery queue for resolution if necessary · Processing sales, gathering and maintaining account information. Velocity Representative (APOS Services Sales) April 2011 – February 2012 • Description · Responsible for assisting partnered US ISR (Inside Sales Representative) in gathering list/data for expiring system contracts for Small, Medium, Large Business/Corporation and preparing warranty extension/upgrades quotes; following specifics of ISR for each quote. • Responsibilities · Scrub, verify and organize a set of leads for necessary information in order to send service contract expiration notices for external Dell Customers. · Handle service contract quote request from Internal Sales Representatives and buddy/partner Velocity Representative who are on leave. SUS’MITA GO FONTANILLA - / -- · Employ good communication skills and strong passion for an excellent work with partnered US ISR. · Scrub Do Not Call Numbers and update info on to database. · Meet and exceed Monthly Goals and Objectives • Achievements o Dell Elite Team of the Month - May 2011 o Dell Elite Employee of the Month - July 2011 o Dell Elite Employee of the Month - September 2011 NCO Financial Systems, Inc. 6F, Philplans Corporate Center,1012 Triangle Drive, 10th Ave. cor. Kalayaan Ave. North Bonifacio Global City, Taguig City, Philippines ❖ Agent (Collections – Capital One Skip US) July 10, 2009 – March 10, 2011 • Description ·Responsible for answering inbound customer service calls and making outbound calls (which could include third-party contacts), significantly delinquent customers and arranging for payments and updating their contact details. Responsible for following federal, state and local regulations around privacy and must be able to recognize exposure and minimize risk to the customer and Capital One. Works with vendors to ensure Capital One collateral is located and retrieved from customers that are unwilling to pay. Main objective of the role is to resolve customer delinquency and avoid repossession of the collateral. • Responsibilities ·Make outbound collection calls ·Exhibit effective skip-tracing techniques when applicable ·Utilizes skip tracing tools to locate customers successfully ·Provide thorough and accurate documentation to accounts ·Maintain superior quality assurance results ·Servicing accounts by investigating problems and finding resolutions to create a positive customer experience. ·Conducts extensive customer interaction via inbound and outbound calls in both a "dialer" and manual environment. ·Updates account information and complete appropriate documentation. ·Perform account level research ·Negotiates payment arrangements from significantly delinquent customers. ·Overcome objections that customers have about making payments toward their account and help them to understand their account(s) and responsibilities ·Uses queue management skills in order to work an assigned group of accounts other work experiences: ❖ Supervisor & Shop Attendant - November 2004 – February 2005 Sus’mita’zCyber.net.Space Carmela Homes, Bacoor, Cavite ❖ Supervisor & Shop Attendant - September 2003 – 2004 eaf @ SAS (Structured Arts Systems) Rm 106 D’Marrchs Bldg.,Alabang – Zapote Rd., Las Piñas City 1740(in front of SM South Mall) ❖ Shop Attendant - 2001 Mig’z Video Shop Gen. Lim st., Soldiers Hills II Subdivision,Almanza I, Las Piñas City 1740 ❖ Shop Attendant - 2000 – 2001 Structured Arts Systems Gen. Lim st., Soldiers Hills II Subdivision,Almanza I, Las Piñas City1740 SUS’MITA GO FONTANILLA - / -- ❖ Computer Teacher Assistant - 2000 – 2001 Grace Community Christian Academy Christian Ville, Talon V, Las Piñas City1740 ❖ Freelance Computer Technician Assistant - 2000 - 2008 EDUCATIONAL BACKGROUND CRASH COURSE SECONDARY Dreamweaver (Web Studio Program) 2002 Informatics Computer Institute Philippines 2ndflr East-Wing, SM South Mall Alabang – Zapote Rd., Las Piñas City- /- www.informatics.com.ph 1740 PEPT (Philippines Educational Placement Test) DepEd (Department of Education) 2008 Others: NCO Academy Course (Learning and Development Department) Self Packaging a Professional January 13, 2010 Public Speaking January 19, 2010 Coaching Essentials January 21, 2010 Netiquette January 27, 2010 Problem Solving Skills - Level 1 February 9, 2010 Grammar Basics: Verbs February 10, 2010 Conflict Management February 11, 2010 Business Ethics February 16, 2010 Stress Management February 18, 2010 Anger Management February 23, 2010 MS Excel Level 2 February 24, 2010 Interviewing Skills Workshop March 9, 2010 Conducted by: Maria Nicole Antoinette Nuñez Conducted by: Angelo Lopez Guison Conducted by: Maria Nicole Antoinette Nuñez Conducted by: Maria Nicole Antoinette Nuñez Conducted by: Maria Nicole Antoinette Nuñez Conducted by: James Edward Gopez Conducted by: Angelo Lopez Guison Conducted by: James Edward Gopez Conducted by: Maria Nicole Antoinette Nuñez Conducted by: James Edward Gopez Conducted by: James Edward Gopez Conducted by: James Edward Gopez