Zephora C. Failden
#278 Block 20 Lot 38 Phase-1 BN-2,
Brgy. San Isidro, Antipolo City 1870
E-mail address:-Contact number: -
Work Experience
March 2015-November 2016
2ndOffice Inc. – Ciannat Complex, Marcos Hi-way, Antipolo City
Account Team Lead for Customer Service- Fashion Jewelry Account
Acting as a liaison between customers and company or departments.
Assists with complaints, orders, errors, account questions, billing, cancellations, engraving request updates and other queries.
Place or cancel orders, calculate charges, and process billing or payment
Resolve customer complaints via phone, email, or live chat in addition to Amazon and Market Place back-offices and utilize softwares such as: Desk, Magento, Shipworks, ChannelAdvisor, Zopim/Livechatinc, SKU Vault and Eye4Fraud.
Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
Follow communication procedures, guidelines and policies
Record details of customer contacts and actions taken
Advise on company information.
Following up with couriers to track transit or escalate shipping queries.
Work with Customer Service Manager to ensure proper customer service is being delivered.
Logging hourly tasks and submitting shift report to Customer Service Manager/2ndOffice Supervisor
Escalating responsibilities over time.
Evaluate staffs monthly performance and conducts training for new updates about the account.
October 2012-January 2014
VXI Global Holdings- Amberbase Bldg. Eastwood City, Libis, Quezon City
Customer Service Representative- Xoom Money Transfer
Provides general inquiry to the customers regarding the company's information and how the money transfer service works.
Provides account access assistance and process transactions of the customers in timely manner.
Provides status of transaction to the customers and assists escalation regarding delayed, cancelled and denied transactions to the Supervisor and General Manager.
Communicates to the partners through phone calls and e-mails regarding the issue of the transaction.
November 2010-March 2012
WNS Global Services Inc. Philippines- 1880 Bldg. Eastwood City, Libis, Quezon City
Customer Service Advisor- T-Mobile UK- Pay As You Go
Deliver world class customer service and build customer satisfaction and loyalty.
Provide effective and timely resolution of a range of customer inquiries.
Strive for first call resolution of customer issues.
Foster a positive customer experience by providing information on new products, price plans and services.
Complete ongoing training to stay abreast of product, service and policy changes.
August 2010 - November 2010
TELUS International Philippines - Araneta Center, Cubao, Quezon City
Customer Service Representative-Dell Financial Services
Provided financial guidance to Dell customers purchasing business-based computers.
Answered customer inquiries (e.g. interests, payment methods, balances, etc.; assist internal clients with their inquiries.
Handled all inbound queries and advocated resolutions to all issues in an accurate, timely manner.
May 2009-November 2009
Amigo English- South Korea
Online English Teacher- Home Based
Conducted classes online thru Skype.
Provided Grammar, Pronunciation and Accent training.
Documented students' monthly performance.
March 2009-August 2009
How n Why Global- Mindanao Ave. Quezon City
Online English Teacher- Home Based
Conducted classes online using 4NBSoft software program.
Taught Grammar and Pronunciation skills to students.
Evaluated and monitored students' performance in the class.
November 2008-March 2009
Seeyoung Phone School- Baguio City
Online English Teacher- Home Based
Conducted classes online thru Skype and NownNow program.
Taught Grammar, Pronunciation and Accent skills to students.
Evaluated and monitored students' performance in the class.
December 2007-June 2008
Wawtell Inc. - Centerpoint Bldg. Garnet rd. Ortigas Center, Pasig City
English Instructor Associate- Office Based
Conducted classes thru VoIP and Skype.
Taught Grammar, Pronunciation, Accent and Vocabulary skills to students of all levels.
Evaluated and monitored students' performance in the class.
December 2007-June 2008
Wawtell Inc. - Centerpoint Bldg. Garnet rd. Ortigas Center, Pasig City
Interviewer and Examiner
Conducted initial and post interview examinations for Online Teacher applicants.
Recommended qualified applicants to be employed in the company.
Provided company and training methodology assistance to new prospective teachers.
Training and Seminars:
What: Toefl iBT, IELTS and American Accent training
When:November 17, 2007 to December 15, 2007
Where: NYT (Now You're Talkin') Speech Training Institute Cityland Shaw Tower, Shaw Blvd. Mandaluyong City
What: The Law On Termination Of Employment with Atty. Apollo X. C. S. Sangalang
When: April 2, 2016 - Saturday
Where: 2nd Office Inc. Antipolo City
Education:
Tertiary: The University of Manila
Sampaloc, Manila
Bachelor of Arts major in English
Last year attended: 2001
Secondary: Antipolo National High School
Brgy. Sta. Cruz, Antipolo City
Last year attended: 1998
Primary: Savior School
Cogeo Village,Antipolo City
Last year attended: 1993
Personal Data:
Age:37 years old
Birthday:August 21, 1979
Civil status:Single
Gender:Female
Religion:Protestant
Reference:
Emilie Grace Fajardo
Operations Manager
2ndOffice Inc.
-
Aaron Andre' B. Chichioco
Former Operations Supervisor
2ndOffice Inc.
-
Natassha Roman
Former Operations Manager
(Fashion Jewelry Account)
Cardine Tara Unabia
Former HR Recruitment Associate
2ndOffice Inc.
