Ma. Christina Balis
- Bachelor Of Arts (Public Administration)
Manila, Metro Manila,00
Summary
Dynamic professional with over 5 years of BPO experience in US retail sales, phone and internet repairs, and financial account management, complemented by a background in sales and construction management. Proven ability to deliver high-quality support independently and collaboratively, leveraging exceptional problem-solving skills to navigate challenges effectively. Expertise in process optimization and technical troubleshooting ensures adaptability to evolving project requirements. Committed to enhancing customer experiences through top-notch communication skills, active listening, and tailored solutions that foster loyalty and retention.
Overview
33
33
years of professional experience
Work History
Technical Process Specialist
Infosys BPM Ltd
06.2022 - 07.2024
- Detected internet and phone errors, corrected problems and escalated serious issues.
- Managed approximately 50 incoming calls per day from customers
- Transfers customers to next level support for more complex repairs needed
- Monitored customer accounts to detect and correct failures and performance issues.
- Ordered new modems and set up technician dispatches if problems cannot be fixed remotely
- Sold Protection Plans for CARE, upgraded Speed of Connections for Internet and fixed phone concerns that can be done remotely
- Followed up on promised date and time with clients to verify if the concern had been addressed properly
Technical Support Representative
Accenture
11.2021 - 05.2022
- Developed valuable client relationships through proactive communication and service execution.
- Collected and maintained accurate data needed
- Served as point of contact for assigned client accounts, maintaining client satisfaction and loyalty.
- Provided clear and concise step-by-step technical support to guide clients.
- Communicated technical computer information to non-technical audiences by providing simplified presentations and demonstrations.
- Responded to customer emails, calls and live chat regarding account verifications
- Asked customers targeted questions throughout troubleshooting to determine smart solutions.
- Used support tickets to track and speed up incidents.
- Used remote access to navigate and link to customer computers for diagnosis of account problems.
Customer Service Representative
Alorica
02.2015 - 02.2018
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
Project Manager
M E Maniego Construction
01.2010 - 08.2015
- Supervised over-all construction works from start to finish
- Accepted land surveying works (relocation and subdivision of lots)
- Handled purchasing of building materials, selecting suppliers and providing best value for money.
- Completed projects on time and within allocated budget.
- Gathered required safety tools and equipment for each task to avoid project delays.
- Reviewed plans and specs during schematic design of pre-construction.
- Drew up and submitted construction project budget estimates to predict cost of resources needed to complete work within project scope.
- Organized and participated in monthly on-site meetings with clients and subcontractors.
- Supervised new residential and commercial construction and remodels.
- Maintained payroll data, attendance records and supervised delivered materials to job site on time and made sure materials are in in good condition.
Administrative Aide VI
Manila City Hall
03.2004 - 04.2011
- Did general clerical works
- Did technical jobs relevant to the functions of the Urban Settlements Office of the City of Manila like structure verification and lay-out of the different landed estates of the City
- Reported to the Division Chief directly for improvements that can be done to the Manila City Hall owned buildings
Site Engineering Manager
Samaniego Roofing Corp.
02.1996 - 09.1998
- Responsible in supervising building constructions and housing renovations which includes over-seeing of works of different sub-contractors such as curtain walling, dryvit system of exterior walls, pre-cast moldings installations, roofing using steel purlin and long span decking
- Clean room construction and finishing
- HVAC, Internal air cooling systems for factories (air ducting – centralized air conditioning)
- Land surveying
- Structural, masonry and carpentry works, sewer and sewage lines
- Underground water tanks, water proofing installations.
- Attends general contractor's meetings with regards to building works
- Payroll
- Roofing sales
- Responded quickly to reactive and emergency repairs, limiting project delays.
- Generated reports detailing site activities, incidents and resolutions.
- Reviewed construction activities for compliance with health and safety requirements.
Materials Engineer
Cybernetics Construction Corp.
05.1993 - 11.1994
- Monitored, recorded and helped with investigations of missing stock.
- Retrieved items from supply room shelves to fulfill worker's orders and requests.
- Identified and removed damaged construction materials and coordinated returns processes
Sales Specialist
Philippine Packings and Seals, Inc.
01.1992 - 03.1993
- Traveled to different companies and sold Centrifugal pumps, packings and seals to Industrial end users
- Educated customers about product features and benefits to aid in selecting best options for each customer's needs.
- Built strong client relationships through consistent communication
- Follow-ups on stock requests for future use
- After sales requests and repairs
Education
Bachelor of Arts - Public Administration
City College of Manila
01.2009 - 2011.01
Skills
English proficiency on both oral and written
Timeline
Technical Process Specialist
Infosys BPM Ltd
06.2022 - 07.2024
Technical Support Representative
Accenture
11.2021 - 05.2022
Customer Service Representative
Alorica
02.2015 - 02.2018
Project Manager
M E Maniego Construction
01.2010 - 08.2015
Bachelor of Arts - Public Administration
City College of Manila
01.2009 - 2011.01
Administrative Aide VI
Manila City Hall
03.2004 - 04.2011
Site Engineering Manager
Samaniego Roofing Corp.
02.1996 - 09.1998
Materials Engineer
Cybernetics Construction Corp.
05.1993 - 11.1994
Sales Specialist
Philippine Packings and Seals, Inc.
01.1992 - 03.1993