Mary Clydel Quilario
Human Resource Management Development
Cebu City
Summary
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Virtual Assistance position. Ready to help team achieve company goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
Work History
Hygiene Auditor
Wipro Philippines, Inc.
Cebu IT Tower, Block 2, cor. Archbishop Reyes & Mindanao St, Cebu Business Park, Cebu City 6000
03.2021 - 05.2022
- Managed time efficiently in order to complete all tasks within deadlines.
- Identified issues, analyzed information and provided solutions to problems.
- Strengthened communication skills through regular interactions with others.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Developed strong communication and organizational skills through working on group projects.
- Applied effective time management techniques to meet tight deadlines.
- Resolved problems, improved operations and provided exceptional service.
Internal Quality Auditor
Wipro Philippines, Inc
Cebu IT Tower, Block 2, cor. Archbishop Reyes & Mindanao St, Cebu Business Park, Cebu City
11.2020 - 03.2021
- Delivered third-party audit services at client locations, keeping operations in compliance with regulatory requirements and ISO standards.
- Completed timely quality reports highlighting deficiencies and recommending corrective actions.
- Reviewed work instructions and production strategies to verify compliance with established standards.
- Verified work accomplished by external company contractors, vendors and repair facilities met and exceeded applicable quality audits.
- Monitored departmental forms for compliance to submissions rules and guidelines.
- Performed continuous random spot reviews of daily log pages, non-routine and work package contents for completeness, correct use of appropriate references and approved data.
- Audited activities of workers on production.
Customer Care Representative
Wipro Philippines, Inc.
Cebu IT Tower, Block 2, cor. Archbishop Reyes & Mindanao St, Cebu Business Park, Cebu City
10.2017 - 11.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Resolved concerns with products or services to help with retention and drive sales.
- Navigated multiple computer systems and applications to find information.
- Developed and implemented customer service policies and procedures to use adequate techniques and apply best practices.
- Maintained and managed customer files and databases.
- Communicated with clients regarding account services, statements, and balances.
- Investigated and resolved customer inquiries and complaints quickly.
Technical Support
TeleTech Company
Oakridge Business Park
04.2017 - 07.2017
- Managed high levels of call flow and responded to mostly ethernet, mobile and other devices connectivity, technical support needs.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Responded promptly to incoming sales leads and requests for technical support.
- Assisted with updating technical support best practices for use by team.
- Translated complex technical issues into digestible language for non-technical users.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Configured hardware and granted system permissions to new employees.
- Documented support interactions for future reference.
Customer Service Representative Agent
TechMahindra
Bloc 3 Building IT Park, Lahug Cebu City
10.2016 - 01.2017
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Provided primary customer support to internal and external customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Implemented and developed customer service training processes.
Education
Bachelor of Science - Business Administration Major in HRDM
University of Cebu - Main Campus
Sanciangko St., Cebu City, Philippines 06.2014 - 10.2018
Skills
Hygiene protocols and Standards
Timeline
Hygiene Auditor
Wipro Philippines, Inc.
03.2021 - 05.2022
Internal Quality Auditor
Wipro Philippines, Inc
11.2020 - 03.2021
Customer Care Representative
Wipro Philippines, Inc.
10.2017 - 11.2020
Technical Support
TeleTech Company
04.2017 - 07.2017
Customer Service Representative Agent
TechMahindra
10.2016 - 01.2017
Bachelor of Science - Business Administration Major in HRDM
University of Cebu - Main Campus
06.2014 - 10.2018
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