THERESE FRANCES
YBAÑEZ
ABOUT ME
Passionate
about
personal
growth,
leadership, and maintaining a balanced
lifestyle. I enjoy reading, working out to stay
focused and motivated. Driven to build a
fulfilling career that aligns with my values
while striving for financial stability and longterm success.
EDUCATION
Bachelor of Science Major in International Tourism
Management
Our Lady of Fatima University
Duration (06/2018 to 07/2022)
Triple Diploma (University, eVersity, American Hospital
Association)
Flexible Practicum Training Program- Tourism Track 1
&2
PROFESSIONAL SKILLS
Managements Competent
Organizational Skill
Knowledgeable in Hospitality Industry
LANGUAGE
WORK EXPERIENCE
Help Desk Representative (03/2024- 03/2025)
BPO/Call Center (Taguig,Philippines)
Technical Support- Troubleshoot hardware/software issues, reset
passwords, install/update software, resolve connectivity problems.
Customer Service- Respond to support requests, provide guidance,
escalate issues, follow up with users. System Administration- Manage
user accounts, track IT assets, assist with updates, monitor system
issues.
Documentation & Reporting- Log tickets, create user guides, generate
support reports.
Training & Improvement- Educate users, suggest process improvements,
learn new technologies.
Customer Loyalty and Retention (05/2023- 03/2024)
BPO/Call Center (Taguig,Philippines)
Brokerage (If with Real Estate Experience)
Customer Engagement- Build relationships, handle inquiries, provide
personalized service.
Retention Strategies- Offer incentives, resolve complaints, prevent
customer churn.
Sales & Upselling- Promote loyalty programs, upsell/cross-sell products,
recommend solutions.
Issue Resolution- Address concerns, process refunds/exchanges, escalate
complex cases.
Feedback & Improvementa- Gather customer feedback, analyze trends,
suggest service enhancements.
Reporting & Documentation- Maintain records, track retention metrics,
generate performance reports.
TOOLS AND PROFICIENCY
English- Fluent
CITIZENSHIP
Filipino
CHARACTER REFERENCE
Name: Norhasman Johan
Email address:-Phone number:-
Relationship: Colleague
Microsoft Office
PAC GUI
Smart Desktop
Knowbility
Sales Order Viewer Cancellation
Cynergy
LINKS
Portfolio link: https://sites.google.com/kview/
theresefrancesybanez/home
