Charlotte Manalac
Nursing
Auckland,New Zealand
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
13
13
years of professional experience
Work History
Technical Support Representative
Convergys
09.2017 - 05.2018
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
Customer Service Representative
United Parcel Service International
01.2014 - 11.2016
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Call Center Representative
Cyber City Teleservices
02.2011 - 10.2013
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Identified opportunities for upselling products or services, resulting in increased revenue generation for the company.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Offered comprehensive product knowledge to customers, empowering them to make informed decisions about their purchases or subscriptions.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
Cashier
SM City Manila
11.2006 - 03.2007
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Streamlined checkout process for increased efficiency and reduced waiting times.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
Service Crew
KFC Greenhills Branch
12.2004 - 04.2005
- Enhanced customer satisfaction by providing efficient and friendly service.
- Maintained a clean and organized work environment for improved customer experiences.
- Assisted in training new crew members, ensuring they were well-equipped to provide quality service.
- Collaborated with team members to meet high standards of service during peak hours.
- Handled cash transactions responsibly, ensuring accurate accounting for daily sales.
- Provided exceptional customer service, resulting in increased repeat business and positive reviews.
- Adhered to company policies and procedures consistently, contributing to a positive workplace culture.
- Streamlined order processing by communicating effectively with fellow crew members and management staff.
- Contributed to the achievement of sales targets through upselling food items when applicable.
- Demonstrated flexibility in scheduling availability, often filling in last-minute shifts when necessary for smooth operation continuity.
Education
Bachelor of Science - Nursing
St. Jude College- Manila [Philippines]
Sampaloc, Manila04.2010
Bachelor of Science - Chemistry
Mindanao State University- Iligan Institute of Technology
2004
Bachelor of Science - Chemical Engineering
Mindanao State University Iligan Institute of Technology
Iligan City2003
Skills
- Proficient in Science Research and Laboratory Works
- Skilled in MS Word, Excel, Power Point and the Internet
- Educated and trained in health care delivery
- Good in written and oral English communication skills
- Technical Troubleshooting
- Call Center Operations
- Attention to Detail
- Time Management
- Technical Support
- Customer Service Expert
- Critical Thinking
- Active Listening
Professional References
- Javier B. Magadia, Axis Plumbing, 0276280934
- Richard Manit, Economech Services, 0212226058
- Erika Jane Salvador, Registered Nurse (Auckland District Health Board), 02102994398
Passport Expiration Date
11/03/31
Personal Information
- Age: 42 years old
- Height: 4'11"
- Weight: 98 lbs.
- Visa: Resident Visa
- Passport Number: P8071508B
- Date of Birth: 03/08/81
- Gender: Female
- Marital Status: Married
- Religion: Roman Catholic
Nz Drivers License Number
EC412257
Nz Drivers License Expiration Date
07/16/33
Community Service
Sta. Clara, Sta. Maria, Bulacan, 2009, 2010, Immersed in the community of Brgy. Sta. Clara, Sta. Maria, Bulacan as part of our Community Organizing Participatory Action Research.
Training
- Global Call Center Educational Program, Global Call Center Education Center, 01/10/11, 02/09/11
- English as a Primary Language Training, UPS GBS- Clarkfield Pampanga, 01/27/14, 01/31/14
- Introduction to Caregiving, Technical Education and Skills Development Authority, 01/19/23
- Performing Specialty Care Procedures, Technical Education and Skills Development Authority, 01/16/23
- Assisting Client in Administering Prescribed Medication, Technical Education and Skills Development Authority, 01/16/23
- Developing the Ability to Recognize Aging Process, Technical Education and Skills Development Authority, 01/20/23
- Performing Caring Skills, Technical Education and Skills Development Authority, 01/23/23
- Participating in the Implementation and Monitoring of Client's Care Plan, Technical Education and Skills Development Authority, 01/24/23
Affiliations
- Childcare
- House cleaning
Languages
English
Professional Working
Timeline
Technical Support Representative
Convergys
09.2017 - 05.2018
Customer Service Representative
United Parcel Service International
01.2014 - 11.2016
Call Center Representative
Cyber City Teleservices
02.2011 - 10.2013
Cashier
SM City Manila
11.2006 - 03.2007
Service Crew
KFC Greenhills Branch
12.2004 - 04.2005
Bachelor of Science - Nursing
St. Jude College- Manila [Philippines]
Bachelor of Science - Chemistry
Mindanao State University- Iligan Institute of Technology
Bachelor of Science - Chemical Engineering
Mindanao State University Iligan Institute of Technology
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