Ma. Theresa D. Ortiz
ADDRESS
MOBILE NUMBER
Email Address
Skype
Upwork Profile
: Unit 2, 3F Bldg. C Bistekville 15 Richland Dr., Bgy. Sauyo, Novaliches, Q.C.
:-
:-: paige.ortiz14
: https://www.upwork.com/o/profiles/users/_~01a5c73922d277e180/
QUALIFICATIONS_____________________________________________________________
Top rated online freelancer handled multiple accounts and task as per demand of each
client.
Proven experience providing customer support in busy call center environments for major
telecommunications company.
Accustomed to working in fast paced environments with the ability to think quickly and
successfully handle difficult clients.
Excellent interpersonal skills, ability to work well with others, in both supervisory or support
staff roles.
Knowledgeable with computer, Microsoft Windows, Outlook.
WORK EXPERIENCE_____________________________________________________________
Upwork Talent Group
Santa Clara, United States
August 2019 – Up to present
Position Held: Admin Support / Web Research
Tasks and Responsibilities:
Conduct web research and data gathering to identify sources of organization
lists, which may include high school or expanded post-secondary schools in up to
105 UN-recognized countries.
Femme Custom Company - Upwork
Virginia, United States
June 2018 – February 2020
Position Held: Customer Service Representative / Sales Associate
Tasks and Responsibilities:
Answering phone and email inquiries.
Working with vendors regarding the customer’s order of customizable items.
Generate sales leads.
WealthyHair Company - Upwork
Virginia, United States
February 2018 – June 2019
Position Held: Customer Service Representative / Virtual Assistant
Tasks and Responsibilities:
Live Chat Support and handles all email inquiries.
Manage large amounts of incoming tickets.
Handle complaints, provides appropriate solutions and alternatives within the
time limits; follow up to ensure resolution.
Generate sales leads.
Perform various administrative tasks.
Royal Essence Company - Upwork
Adelaide, South Australia
May 2017 – July 2018
Position Held: Customer Service Representative / Sales Associate
Tasks and Responsibilities:
Manage large amounts of incoming tickets and live chat.
Generate sales leads.
Keep records of customer interactions, process customer accounts and file
documents.
Digital 23 - Upwork
Melbourne, Australia
January 2017 – January 2018
Position Held: Quality Assurance Officer
Tasks and Responsibilities:
Performs call monitoring and provides feedback to the representative.
Uses quality monitoring data management system to compile and track
performance at team and individual level.
Participates in customer and client listening programs to identify customer needs
and expectations.
Perform other duties assigned.
Idera Software Company - Upwork
Houston, Texas United States
January 2017 – October 2017
Position Held: Customer Success Manager
Tasks and Responsibilities:
Manage customer implementation, configuration and usage through internal
resources
Work collaboratively with all Idera internal divisions to ensure that effective,
consistent communication is maintained.
Work closely with team members and assist with coverage when deemed
necessary by Idera management in order to meet team key performance
indicators.
NYC Food Photo - Upwork
New York, New York
July 25, 2016 – October 2016
Position Held: Data Entry / Quality Assurance Officer
Tasks and Responsibilities:
Monitors and ensures that processing order and support functions are covered
and running at par with company standards.
Ensures all data input on the menu is correct, accurate and complete.
Followed product quality control procedures.
Eatnow / Menulog Company - Upwork
23/227 Elizabeth Street, Sydney NSW
July 25, 2015 – October 2016
Position Held: Data Entry / Quality Analyst Specialist
Tasks and Responsibilities:
Conducts quality control reviews and internal audits.
Followed product quality control procedures.
Calls restaurant to gather data and confirm details of the menu and other
information needed.
Develops and implements methods and procedures following the company’s
policy.
Responsible for setting the menu live to start receiving orders from Menulog.
Concur Philippines Inc.
12th Floor Alphaland Southgate Tower, Chino Roces Avenue, Magallanes Makati
April 2014 – July 2015
Position Held: Client Services Expense Analyst
Tasks and Responsibilities:
Provides resolutions to customer issues that are escalated from the call center or
logged over the web. The support is often consultative and addresses
intermediate to advanced service-related issues.
Receive client inquiries via Web Portal regarding product functionality or
problems; research with the client to fully diagnose the issue then define
solutions and respond within established timelines.
When appropriate provide consultative guidance to customers towards the
resolution to their service issue.
Troubleshoot and resolve intermediate to advanced issues, or determine
resources required to resolve
Effectively manage expectations that are set with customers.
Maintain accurate, high-quality and timely documentation for all steps and
activities undertaken in order to resolve client issues/questions.
Routinely update the client, following SLA guidelines, on active issues to gain
additional information or to advise of status.
Branders Philippines
30/F Unionbank Plaza Meralco Avenue, Ortigas Center Pasig City
August 5, 2013 – May 2014
Position Held: Sales Account Representative
Tasks and Responsibilities:
Serves as front line sales and customer service contact for clients, is responsible
for developing and maintaining partnerships to generate and increase business. I
ensure orders are accurate, achieve 100% customer satisfaction and
substantially contribute to the company’s sales volume goals.
Achieve the target goal which is given on a monthly basis.
Act as a primary customer resource for calls and emails by handling inquiries
efficiently and provide expertise on customer’s purchase.
Manage sales leads by updating customer/prospect information on the
database.
Actively pursue existing and new leads in a timely manner.
Facilitate product selection, generation of the quote, placement of the order,
and interact with suppliers to verify order information.
Oversee order processing until delivery and give necessary update to clients in
regard to the status of their orders. (E.g. production, shipment, credit, etc.)
In-charge of prospecting and maintaining key relationships with clients to ensure
maximum exposure and increased business revenue.
Startek Philippines - AT&T Consumer / AT&T Business Account
G/F Eton Cyberpod Corinthian Ortigas Center Pasig City
January 10, 2011 – July 2013
Position Held: Resolution Specialist
Tasks and Responsibilities:
Customer service oriented skills – Ability to deal with irate customers using
excellent interpersonal – communication skills.
Providing quality Customer service and sales in an efficient and highly
professional manner.
Sitel - Dow Jones
Cybergate Bldg., Tower 1 Boni Avenue
November 2009 – September 20, 2010
Position Held: Customer Service Representative
Tasks and Responsibilities:
Answers inquiries regarding business magazine’s annual plan.
Sykes Asia Philippines Inc. - Alltel Wireless Postpaid
Sunnymede IT Center (SITC) Bldg., Quezon Avenue
December 2008 – October 2009
Position Held: Customer Service Representative
Tasks and Responsibilities:
Resolve customer service inquiries and concerns regarding Alltel products
and services.
Sell product features and accessories.
Chris Sports Plaza
K – Plaza Bldg., Kamuning Road, Quezon City
April 2005 – December 2008
Position Held: Sales Clerk
Tasks and Responsibilities:
Being responsible in stock control and management, inventory, receiving
and storing the delivery of items.
EDUCATIONAL BACKGROUND____________________________________________________
Tertiary Education
Polytechnic University of the Philippines - 2001
A. Mabini Campus Anonas Street, Sta. Mesa Manila
Bachelor of Science in Economics
Secondary Education
Sauyo High School - 1998
NIA Village, Barangay Sauyo, Novaliches, Quezon City
Primary Education
Sauyo Elementary School - 1994
Del Nacia Village, Barangay Sauyo, Novaliches, Quezon City
PERSONAL REFERENCES_________________________________________________________
NAME
WORK AND COMPANY
CONTACT INFORMATION
Hanny Alison
Eatnow.com.au (Account Manager-
Gabriel Quimson
Startek Philippines (Operations Manager-
