ANA CARINA E. PLATON
Taguig City
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
19
19
years of professional experience
Work History
Customer Care Representative (Delinea)
TDG e-BUSINESS SOLUTIONS, INC. (TESI)
06.2019 - Current
- Responsible for customer assistance via phone, email and chat including ticket creation and ticket assignment to the support team members.
- Additional job responsibilities include customer follow-up via phone or e-mail to ensure their recent support experience was positive and issue resolution.
- Work with diverse worldwide customers, team members and management.
- Open, update, escalate and provide customers case updates.
Customer Service Officer (Phone/Email)
PetSure Inc.
09.2015 - 03.2019
- Reporting to work on time for the pre-assigned shift.
- Answering inbound calls in accordance with define productivity and quality standards.
- Obtaining first call resolution on inbound calls.
- Making outbound follow-up call as required.
- Completing allocated work tasks within agreed turnaround time.
- Completing client correspondence in accordance with define productivity and quality standards.
- Completing interdepartmental inquiries in a timely and professional manner.
- Delivering quality and world class customer service in accordance to agreed quality standards.
- Owning and managing customer complaints timely and effectively.
- Achieving expected KPIs and targets.
- Ensuring new policy details are recorded accurately.
- Ensuring changes to insurance policies and/or executed accurately.
Junior Account Executive
Bolton International
04.2015 - 06.2015
- Manage client requests and expectations based on set guidelines
- Coordinate, collaborate, and work daily with internal department on client needs
- Engage with clients over email, phone, and other remote communication tools like Skype
- Clearly articulate and explain how Bolton Remote's service works to clients, as well as being able to answer in depth questions about the model.
Consultant (Phone/Email)
PayPal (Australia)
01.2011 - 03.2015
- Answered phone calls, emails, from customers and work to resolve their queries in real time or work with the most relevant PayPal department so it can be dealt with appropriately
- Proactively recommend and educate the customer about features and benefits of PayPal products to improve their satisfaction and deepen their relationship with PayPal
- Deliver on metrics for example: phone handled time, customer experience; proactive product offered and accepted opportunities
- Provide consistent feedback regarding overall customer satisfaction, tools, and processes
- Excellent customer support skills and online site and tools knowledge, such as but not limited to general internet knowledge, browser settings/functions, technical issues, site navigation.
Customer Service Representative
Telstra (Australian Telecom)
04.2010 - 10.2010
- Delivered world-class customer service and build customer satisfaction for the number one telecommunication company in Australia
- Provide effective and timely resolution of a range of customers inquiries
- Strive for one-call resolution of customers issues
- Demonstrate best judgment in the disbursement of adjustments and credits to be applied on the account
- Increase customer experience by providing information on new products, plan rates and service through up-selling opportunities.
Customer Service Officer / Floor Support / Compliance Officer
Orchid Cybertech Services, Inc.
08.2007 - 02.2010
- Took escalated calls
- Scheduled breaks and lunch of agents or online staff
- Prepares daily reports for supervisory calls, queue reports, etc
- Monitors the call queue and would take calls if necessary
- Handles customer complaints received from the TIO (Telecommunications Industry Ombudsman) Officer by responding and provide resolution accordingly
- Monitors call from agents or online staff for quality assurance purposes and to provide feedback or coaching sessions for the strengths to be maintained and opportunities to be developed within the call
- Handles the task of preparing correspondences and updating customers’ account details.
Customer Service Representative
Sprint (U.S. Telecom)
07.2005 - 10.2006
- To research, resolve and assist with customer billing problems, account activation, phone, and plan selections, and troubleshoot technical issues
- Making customers happy by providing them with information about their account, new phones and plans
- Interviewing customers for relevant information and properly leading them through diagnostic procedures to determine the source of their problem with a Sprint product
- Log and track customer calls in a computer database and research, document and recommend new methods or modifications to the customer support processes.
Education
Bachelor of Science - Marketing (Undergraduate/2009)
St. Paul University of Manila (formerly St. Paul College of Manila)
Malate, Manila08.2009
High School Diploma -
Mandaluyong High School
Mandaluyong City, Philippines04.1999
Elementary Education -
Mandaluyong Elementary School
Mandaluyong City, Philippines03.1995
Skills
- Highly skilled in providing information regarding products and services
- In-depth knowledge of taking orders, determining charges, and administers billing or payments
- Hands-on experience in reviewing, updating, or making changes to customer accounts
- Track record of listening and responding to customers’ needs and concerns
- Able to handle returns and complaints effectively
- Demonstrated ability to record details of client contacts and service history
- Proven ability to determine answers and solutions quickly
- Strong working knowledge of external systems, PC based internet and software applications (Internet, Microsoft Office - Outlook, Word, and Excel)
- Strong verbal (phone) communication skills utilizing active listening and clearly speaking to customers
- Strong written (email) communication utilizing proper grammar and punctuation
- Ability to work independently while making sound business decisions on case information
- Well developed sense of urgency and follow through
- Ability to multitask multiple systems, screens, and tasks during customer contacts
- Time Management and Adherence to schedules
- Ability to learn and adapt to new software technologies
Birthdate
04/15/82
Weight
85 KGS
Personal Information
- Age: 42
- Height: 4'11 FT.
- Nationality: Filipino
Status
Single
References
- Lorena Marasigan, Supervisor, Petsure Inc., +63 949 991 8182
- Renalyn Ramos-Perez, PayPal Australia (Email Team), Team Manager, +63 915 749 4811 / +63 922 552 8714
- Mylene De Leon, PayPal Australia, Team Manager, Sutherland Global Services, Inc., +63 917 697 2388
- Jennifer Yusay, Convergys, +63 917 243 9101 / +63 917 620 0074
Timeline
Customer Care Representative (Delinea)
TDG e-BUSINESS SOLUTIONS, INC. (TESI)
06.2019 - Current
Customer Service Officer (Phone/Email)
PetSure Inc.
09.2015 - 03.2019
Junior Account Executive
Bolton International
04.2015 - 06.2015
Consultant (Phone/Email)
PayPal (Australia)
01.2011 - 03.2015
Customer Service Representative
Telstra (Australian Telecom)
04.2010 - 10.2010
Customer Service Officer / Floor Support / Compliance Officer
Orchid Cybertech Services, Inc.
08.2007 - 02.2010
Customer Service Representative
Sprint (U.S. Telecom)
07.2005 - 10.2006
Bachelor of Science - Marketing (Undergraduate/2009)
St. Paul University of Manila (formerly St. Paul College of Manila)
High School Diploma -
Mandaluyong High School
Elementary Education -
Mandaluyong Elementary School
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