VANESSA RODAJE-AGRADE
Address: Block 61 Lot 17 Nuvista, City of San Jose Del Monte, Bulacan 3023
Phone:-
Email:-
OBJECTIVE
To be able to provide excellent and accurate service and to be able to share my knowledge and experience with
the company.
EXPERIENCE
Sterling Talent Solutions
[ May 2023 - March 2024 ]
Verification Specialist
● Completed a significant volume in your assigned work queue.
● Handled many inbound and outbound transactions, utilizing phone, email, and fax-based communication.
● Obtained verifications and verified details such as candidates’ current and previous employment, education,
and references.
● Communicated with third parties such as employers, schools, state boards, and online databases to verify
information.
● Efficiently managed a follow-up process for all verifications to ensure timely completion of background checks.
● Documented interactions and transactions accurately according to company procedures in a web-based
application.
● Communicated with clients regarding order status and updates.
● Maintained a working knowledge of various Federal and State regulations that impact Credit Reporting
Agencies.
● Collaborated with multiple teams to ensure tasks were completed promptly.
● Worked in various queues when needed.
Afni Philippines Incorporated
[ November 2018 - June 2022 ]
Mentor (Verizon and Fios)
● Provided floor support, learning sessions, coaching, and agent feedback.
● Monitored the online activity of the agents and ensured that all of the chats were aligned with the
enhanced model of the customer service experience.
● Supervised team in the absence of team coach.
● Took production chats as well as escalated chats
● Created action plans for the performance of each agent within the team that resulted in career
growth every quarter
Technical Support Representative (Verizon and Fios)
● Assisted 2-6 customers’ chats simultaneously
● Worked to resolve complaints, problems, or questions while demonstrating professionalism and
courtesy to customers.
● Provided solutions to customers’ billing, promotions, plans, and network issues according to
company policies.
● Performed according to dynamic metrics each month with efficiency and productivity
● Troubleshot the equipment of the customer by following instructions on provided resources.
Concentrix | Customer Service Representative (AT&T Mobility)
[ February 2017 - October 2018 ]
● Corresponded with customers to resolve order issues and concerns
● Assisted 2-3 customers’ chats simultaneously.
● Provided solutions to customers’ billing, promotions, plans, and network issues according to
company policies.
● Offered additional products and services to customers.
● Troubleshot the equipment of the customer by following instructions on provided resources.
Alorica/EGS/APAC
[ August 2011 - September 2015 ]
Real Time Analyst (Amazon)
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Attended weekly and daily staff review meetings with management.
Forecasted scheduling analysts detailing previous and current week’s account performance
Managed intraday staffing levels.
Monitored the real-time automatic call distribution agent work state and adherence alerts.
Approved discretionary activities to increase occupancy.
Customer Service Representative
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Determined medication coverage using clinical criteria fax form sent back by doctors.
Assisted registered pharmacist when it comes to medication refills of members.
Built cases for the medication of patients that are covered by the insurance.
Worked with doctors over the phone for verification of diagnosis to ensure we got the correct
international classification of disease codes.
Savant Technologies Incorporated
[ April 2009- August 2011]
Data Analyst
● Searched, analyzed, and evaluated records on tiles to land homes and other buildings.
● Ensured that the title to a property is free of restrictions that may affect its sale or use.
● Verified ownership and legal description of property and checked for zoning ordinances that may
restrict the use of the property.
● Acquired abstract required information from documents such as mortgages and trust deeds.
● Prepared an exam package with a write-up listing all the data key codes for title policy documentation.
Title Policy Encoder
● Sorted and processed data based on the key codes provided.
● Maintained database information.
● Compiled reports and maintained files and logs.
Fresh N Famous
[ February 2008- July 2008]
Service Crew
● Greet customers warmly and take their orders with accuracy and efficiency.
● Provide friendly and helpful service, answering questions about the menu and offering
recommendations.
● Handle customer complaints or concerns with professionalism and empathy.
● Ensure customer satisfaction by providing prompt and courteous service.
● Food and Beverage Preparation:
● Prepare and serve food and drinks according to Greenwich standards and procedures.
● Assemble orders accurately and ensure food quality.
● Maintain cleanliness and organization in the food preparation area.
● Follow food safety and hygiene regulations.
● Operate the cash register and handle cash, credit, and digital payments accurately.
● Provide correct change to customers and maintain a balanced cash drawer.
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Maintain cleanliness and organization in the dining area, kitchen, and counter areas.
Restock supplies and condiments as needed.
Assist with opening and closing duties.
Follow company policies and procedures.
Work collaboratively with other crew members to ensure smooth store operations.
Support and assist colleagues as needed.
Communicate effectively with team members and supervisors.
Promote special offers or new products to customers.
Assist with food preparation or kitchen duties as needed.
Perform other tasks as assigned by the supervisor or manager.
EDUCATION
College level
[-]
Polytechnic University of the Philippines
Bachelor of Science in Industrial Engineering (undergraduate)
Bachelor of Science in Accountancy (undergraduate)
Secondary level
Victorino Mapa High School
[ 2000 - 2003 ]
SKILLS
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Email and chat communication
Online research
Social media administration
Basic property management administration
Inbound and outbound call handling
Staff management
Data analysis
TOOLS
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IEX
Adobe PDF
Attendance Time System
Google Workspace
Microsoft Office
Genesys
Nuance
Live Engage
ACSS
Optix
Firefox
Google Chrome
Microsoft Edge
Tech Guide
Tech See
SterlingDirect Portal
Workday
