ANGEL HOPE FERNANDEZ
CUSTOMER SERVICE REPRESENTATIVE / FRONT DESK OFFICER
CAUAYAN
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Knowledgeable of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
6
6
years of professional experience
Work History
Customer Service Representative - T-MOBILE
TELETECH BACOLOD
03.2022 - 12.2022
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
Front Desk Receptionist
THE MANILA HOTEL
10.2019 - 02.2021
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Managed multiple tasks and met time-sensitive deadlines.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Answered phone promptly and directed incoming calls to correct offices.
- Responded to inquiries from callers seeking information.
- Maintained confidentiality of information regarding clients and company.
- Confirmed appointments, communicated with clients, and updated client records.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Resolved customer problems and complaints.
Customer Service Representative
IQOR PHILIPPINES
04.2018 - 09.2019
- Received inbound customer calls related to credit and accounts receivable.
- Worked with customers to answer questions, resolve disputes and research discrepancies.
- Supported customers with invoices, statements and other basic questions.
- Processed recurring automated payments and credit card payments.
- Implemented credit card account maintenance procedures to determine accuracy of customer information and compliance with federal regulations.
- Assisted customers with questions and inquiries to provide information regarding credit card accounts.
- Supported continued monitoring, auditing and reporting to drive compliance and optimize credit card processing.
- Built strong relationships with customers to increase retention and loyalty.
- Recommended products and services to meet customers' credit card and banking needs.
- Researched and resolved customer complaints and disputes related to credit card accounts.
- Coordinated with other departments to verify timely and accurate processing of credit card applications and payments.
CUSTOMER SERVICE REPRESENTATIVE
TELUS INTERNATIONAL
06.2017 - 03.2018
- Provided primary customer support to internal and external customers.
- Updated account information to maintain customer records.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Project Development Assistant
Municipal Agriculture Office - HINOBA-AN NEG OCC
09.2016 - 12.2016
- Worked closely with management to provide effective assistance for specific aspects of agricultural operations.
- Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
- Assisted Municipal Agriculturist in all aspects of agricultural operations.
- Greeted guests in with friendliness and professionalism.
Education
Bachelor of Arts - Agriculture
DE LA SALLE ARANETA UNIVERSITY
50A Victoneta Ave, Potrero, Malabon, 1470 Metro Ma 04.2001 -
NATIONAL CERTIFICATE II - FRONT OFFICE SERVICES
CABARRUS CATHOLIC COLLEGE
San Jose, Sipalay City Negros Occ 04.2001 -
NATIONAL CERTIFICATE II - CONSUMER SERVICING NC II
Sisters of Mary Technical Education Institute Cebu
J. P. Rizal Street 6045 Talisay Cebu 04.2001 -
High School Diploma -
THE SISTERS OF MARY SCHOOL
J.P. Rizal St., Talisay Cebu City 04.2001 -
PRIMARY SCHOOL -
BACUYANGAN ELEM SCHOOL
Brgy. Bacuyangan, Hinobaan Neg Occ 04.2001 -
Skills
Appointment Scheduling
Data Entry
Paperwork Processing
Complaint Resolution
Call Management
Scheduling
Product Knowledge
Account Updating
Call Center Operations
Active Listening
Customer Service
Service Standard Compliance
Microsoft Excel
Recordkeeping Strengths
Client Relations
Report Creation
Conflict Mediation
Office Equipment Proficiency
Credit Adjustments
Quality Assurance Controls
Spreadsheets
Coordination
Clerical Support
Project Management Abilities
Filing
Delivery Scheduling
Problem Resolution
Problem-Solving Abilities
Travel Planning
Critical Thinking
Conflict Resolution
Reading Comprehension
Research
Computer Proficiency
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide. IQOR's TOP AGENT for 9 consecutive months ( January 2019- Sept 2019 )
- Recognized for 100% Reliability in TELUS 2018
- Best In Social Studies in High School
Timeline
Customer Service Representative - T-MOBILE
TELETECH BACOLOD
03.2022 - 12.2022
Front Desk Receptionist
THE MANILA HOTEL
10.2019 - 02.2021
Customer Service Representative
IQOR PHILIPPINES
04.2018 - 09.2019
CUSTOMER SERVICE REPRESENTATIVE
TELUS INTERNATIONAL
06.2017 - 03.2018
Project Development Assistant
Municipal Agriculture Office - HINOBA-AN NEG OCC
09.2016 - 12.2016
Bachelor of Arts - Agriculture
DE LA SALLE ARANETA UNIVERSITY
04.2001 -
NATIONAL CERTIFICATE II - FRONT OFFICE SERVICES
CABARRUS CATHOLIC COLLEGE
04.2001 -
NATIONAL CERTIFICATE II - CONSUMER SERVICING NC II
Sisters of Mary Technical Education Institute Cebu
04.2001 -
High School Diploma -
THE SISTERS OF MARY SCHOOL
04.2001 -
PRIMARY SCHOOL -
BACUYANGAN ELEM SCHOOL
04.2001 -