Tripti Fontanilla-|- | #68 Singkamas St., Valleyview Executive Village
Phase 3, Cainta, Rizal
PERSONAL STATEMENT
Over 9 years experience in the BPO industry. Seasoned in collections, billing, retention, and
sales and with a strong dedication to get tasks done quickly and effectively. Trained to
multi-task and give solutions to customers problems while providing quality customer service.
WORK BACKGROUND
Customer Loyalty Team (CLT) Specialist | RingCentral
Mandaluyong City | June 2010 - Present
➢ Mainly assigned leads daily to contact regarding late payments to avoid service
interruption
➢ Assist clients who wished to cancel with the goal to retain their business by addressing
their concerns such as billing and technical issues, and providing solutions to their
problems with quality customer service
➢ Review suspended accounts for reports and to determine their credit standing with the
company
Key Achievements:
➢ Experienced in all segments of the CLT, US and UK inbound (Retention) and outbound
(Collections)
➢ Part of the pioneer team for Outbound Retention (Collections) in June 2010
➢ Pro/Fax CLT Team Lead for January-June 2017
➢ 10-time CLT QA Superstar with a 12-month average of 99.23% QMF ACE Score (*July
2016-July 2017)
CLT Pro/Fax Team Lead | RingCentral
Mandaluyong City | January - June 2017
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Assists team manager with his/her daily tasks
POC (Point of contact) for Customer Loyatly Specialists who need assistance
Takes escalated calls for the team
Attends Leadership training twice a month
Checks reports for team performance
➢ All the said tasks while accomplishing daily duties and responsibilities as a Customer
Loyalty Specialist
Key Achievements:
➢ Maintained an average of 99% QMF ACE Score throughout the term
➢ Maintained an average of 102.90% Conversion Rate throughout the term
Inbound Sales Representative | Verizon and Sprint – NCO Group Philippines (now Alorica
Philippines)
Quezon City | February 2009 - June 2010
Assisted customers who call in inquiring for new services and/or upgrades. Discussed and
pitched product details and info with the goal to sell and make monthly quota. Also assisted
clients calling in with basic billing and technical concerns and simple inquiries regarding their
accounts.
Key Achievements:
➢ Top 7 in sales of VASSIP (internet service add-on) for 2009
➢ Consistently met sales quota for the first 5 months
➢ Perfect attendance for the first year in NCO
Shop Attendant | Susmita’s Cybernet Space (Family Business)
Las Piñas City | November 2004 - February 2005
Did administrative and cashier work for the computer shop and basic hardware and software
troubleshooting for the shop’s computers.
Shop Attendant | Structured Arts Systems (Family Business)
Las Piñas City | September 2003 – September 2004
Did administrative and cashier work for the computer shop and basic hardware and software
troubleshooting for the shop’s computers.
TRAININGS
January – June 2017
April 2017
July 2017
Team Lead Internship Program
Selling Through Curiosity
Selling Through Curiosity
RingCentral GLD Team
Barry Rhein and Associates
Barry Rhein and Associates
KEY SKILLS
Technical Skills
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Salesforce
RingCentral Admin Interface
InContact
Google Docs
Basics in MS Office Applications (Word, Excel, Powerpoint)
Basics in OpenOffice Applications (Writer, Calc)
Personal Skills
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Written and spoken English fluency
Problem Solving
Multi-tasking
Well-organized
Work dedication
Competitive and always loves a challenge
Independent
PERSONAL INTERESTS
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Internet Research
Cooking
Hanging out with friends
Casual gaming
REFERENCES
Amber Alincastre
RingCentral – Customer Loyalty Manager
--Spencer Paul Penaredondo
RingCentral – Customer Loyalty Specialist
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Hyacinth Maynard
RingCentral – Account Manager
--Regina Sanchez
RingCentral – UK Senior Sales Manager
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