SAP
Donna Rhoda Fontelera
Business Process - Senior Customer Service Representative
San Narciso,ZMB
Summary
Knowledgeable in Customer Service with strong background in optimizing workflow and business processes and improving efficiency. Successfully implemented strategic solutions that streamlined operations, resulting in enhanced productivity. Demonstrated ability to coordinate cross-functional teams and adapt to dynamic environments. Professional with Strong background in optimizing operational workflows, ensuring seamless project execution, and improving productivity. Valued for collaboration, adaptability, and reliability. Skilled in process analysis, task prioritization, and problem-solving, with focus on achieving measurable results and supporting team success.
Overview
16
16
years of professional experience
2000
2000
years of post-secondary education
Work History
Workflow Specialist
Tata Consultancy Services
06.2017 - 12.2024
- SME for Australian Utility Account
- Proficient in decision making, problem solving and keen attention to details
- Provides assistance for Escalations, Complaints and Ombudsman case
- Liaised between clients and management to provide updated status reports.
- Team POC
- Reduced error rates with diligent monitoring of workflow processes and timely resolution of issues.
- Developed strong relationships with vendors, negotiating contracts that supported efficient resource allocation across projects.
- Collaborated with cross-functional teams to optimize workflows, and process kits for efficiency.
- Fostered a culture of continuous improvement within the organization by regularly soliciting feedback from team members and implementing impactful changes.
- Served as a subject matter expert on company-specific workflow tools, providing guidance and assistance to colleagues.
Senior Process Associate
Tata Consultancy Services
04.2014 - 05.2017
- SME - Nationstar Mortgage/Mr. Cooper
- Accepts escalated calls, assists junior associates
- Assist customers with payments and delinquency
- Escrow items and account general information, mortgage details
- sending and responding to client's email
Senior Customer Care Associate
ACS Xerox Company
01.2012 - 09.2013
- Financial Account - Guaranteed Loan Services
- Structuring loans for repayment programs
- Assess customers on their ability to pay student loans
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues effectively
- Hit the goals and metrics in exceeds to what is expected
Customer Service Representative
TELEPERFORMANCE
03.2010 - 09.2011
- Telco Account - Boost Mobile
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Trained new Customer Service Representatives as floorwalker
Marketing Associate (Directory Assistant)
ePerformax Contact Center
02.2009 - 08.2009
- Helps customers find phone numbers and locations in residential, commercial and government database
- Provides movie schedules and sypnosis
Education
Associate of Science - Computer Programming
DATAMEX INSTITUTE OF COMPUTER TECHNOLOGY
Pasay, Metro Manila, Philippines06-2000
Skills
Business process improvement
Innovation skills
Client relationship management
Efficiency improvement
Teamwork and collaboration
Customer service
Problem-solving
Multitasking Abilities
Excellent communication
Decision-making
Adaptability and flexibility
Accomplishments
- Service and Commitment Award
- Beyond Performance Award
Software
CMS
CRM
Salesforce
References
- Tracy Torres (Tata Consultancy Services)
+639333579396 acytorres14@hotmail.com
- Zermie Gopez (Royal TG Security Agency Inc.)
+639198675333
- Gianne Cruz (Connext Global Solutions)
+639153175355
- Renee Balsomo (Tata Consiltancy Services)
+639953347275
Timeline
Workflow Specialist
Tata Consultancy Services
06.2017 - 12.2024
Senior Process Associate
Tata Consultancy Services
04.2014 - 05.2017
Senior Customer Care Associate
ACS Xerox Company
01.2012 - 09.2013
Customer Service Representative
TELEPERFORMANCE
03.2010 - 09.2011
Marketing Associate (Directory Assistant)
ePerformax Contact Center
02.2009 - 08.2009
Associate of Science - Computer Programming
DATAMEX INSTITUTE OF COMPUTER TECHNOLOGY