Vina Vanessa Llorente

Vina Vanessa B. Llorente 274 Metal St. Minahan Int. Malanday Marikina City Philippines Mobile:- /--Summary of Qualifications Above average computer literate Strong verbal and written English skills Able to multi-task effectively Handles stress and pressure with grace Hard-working and willing to be trained Energetic, optimistic and very productive Professional Experience Wikimalahini – Telegate Account 20th flr. Orient Square Building Ortigas Center, Pasig City Accounts and Billing Specialist – April 2016 to November 2016          Validate order received from Sales Managers. Thoroughly check the pricing and contract term, making sure all information given by the customer is inline with the signed documents. Process sales invoice in NetSuite system. E-mail correspondence with sales manager and customer for all information needed to process the order. Provide customer assistance in making credit card payment. Provide assistance and customer’s request like billing inquiry, changing billing address, change of contact details, invoice request and the like. Process investigation and provide resolution to customer in a timely manner. E-mail correspondence with Support team and Project Manager for all information needed to resolve customer’s issue/concern. Process cancellation of services based on customer’s request. Collecting upfront payments and monthly overdue accounts. Orchid Cybertech Services, Inc. 6th flr. I Square Building Meralco Avenue, Ortigas Center, Pasig City Order Assurance Coordinator (Senior Sales Admin) – February 01, 2010 to April 2016        Train new batch of applicants for Order entry, giving them an overview of services and equipment that needs to be handled, tools that needs to be used. Validate order received and creates agreement/variation in VAN system for VAN entry processing. Thoroughly check the pricing and contract term, making sure that all information is inline with the approved rate for all Voice and Data order. Thoroughly check if all required documents are complete and signed and coordinate with Sales Managers for incomplete forms for order processing. E-mail Correspondence with the Account Support, Account Manager and/or Business Development Manager for all information and documents needed to complete the order. Handle order-related escalations raised by Sales Managers, Business Development Managers, General Sales Managers, Service Delivery team and MACD team. Process investigation and provide resolution on a timely manner. Mobile Level 2 Technical Support – March 28, 2008 to March 31, 2010    Provide technical support: Mobile and 3G Wireless Sim Card. Provide assistance to Level 1 Support in troubleshooting mobile issues. Lodging of faults Mobile Porting Support    Validate numbers to be Ported in/out to/from Soul Communications Adding bulk numbers to be ported in, in Jbill system. Process cancellation of bulk numbers to be ported out. Mobile Migration Support    Validate numbers to be transferred in/out to/from Soul Communications Adding bulk numbers to be transferred in, in Jbill system. Process cancellation of bulk numbers to be transferred out. Soul Web-mail Complaints and E-mail Correspondence Support    Validate e-mail and web-mail correspondence and complaints. Provide resolution to customer's request like changing of billing address, change of contact details, contract extension, providing credit and the like. Coordinate issues with different departments as required to avoid customers forwarding their complaints to Telecommunications Industry Ombudsman (TIO). APAC Customer Services Inc., - (2007 - 2008) Araneta Center Cubao, Quezon City   Provide customer service assistance: The Fresno Bee Account Process newspaper replacements, subscription payments, credit card application, and new customer application. Teleperformance Philippines (2005 - 2007) Shaw Boulevard, Mandaluyong City       Provide customer service assistance: Lillian Vernon Account Subject Matter Expert (SME) Answering all escalated calls. Approving replacements and provide refunds to customer if needed. Assisting agents on their difficult issues/calls received from the customer. Provide customer service assistance in placing customer's order and request. Trainings/Seminars Attended Orchid Cybertech Services Inc.  Soul/TPG ADSL, PSTN and Mobile Product Training APAC Customer Services, Inc.   The McClatchy Product Training Career development Training Teleperformance Philippines  Core Skills Training  Lillian Vernon Product Training Education Bachelor of Science in Nursing, 4th year level Our Lady of Fatima University NOT Enrolled for current semester Reference (available upon request)