MITZI ABIGAIL ILAGAN-CARANDANG
Customer Service Support
City of Santo Tomas
Summary
I am seeking an employment with a company where I can use my work, experiences, talent and skills to grow and expand with the organization. I look forward to succeeding in a dynamic and challenging environment, contributing to the growth and company while I experience advancement opportunities. Being organized and dependable candidate successful at managing multiple priorities with a positive attitude. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management, problem-solving skills and work from home set-up.
Overview
24
24
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
SERVICE ANALYST 2 - C10 OFFICER
Citigroup Business Process Solutions (CBPS) Pte. Ltd.
5 2017 - Current
- Responsible for assisting Singaporean clients in processing their credit card and personal loan applications online
- Part of the pioneer teams for Internet Acquisition, Multiple Relation Customer and Dedicated Loans Team of Singapore account
- Act as Point Of Contact (POC) in the absence of Team Leader or Supervisor
- Awarded as Customer Service Ambassador from 2021 to 2023.
- Developed comprehensive process documentation for various procedures within the department, fostering consistency across team operations.
- Improved customer satisfaction by addressing and resolving service issues promptly and professionally.
TELESTRA CUSTOMER SERVICE ASSOCIATE
Teletech
02.2013 - 05.2017
- Responsible in helping Australian customers to understand their billing statements, assisting in the right planning for the consumers for a world class customer experience.
- Managed high call volume with exceptional time management skills, minimizing wait times for customers.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
PROJECT OFFICER
COLAYCO FOUNDATION FOR EDUCATION, INC.
04.2011 - 09.2012
- Responsible in handling seminars, workshop, special projects like publication, online learning programs and corporate learning events and outreach programs particularly helping in educating individuals on how to effectively manage their personal finances
- Team led financial wellness program for different organizations, schools, private and government institutions like Philippine Stock Exchange, Ginebra San Miguel., Inc., Civil Service Institute, National University, De La Salle Zobel, Philippine Navy, Armed Forces of the Philippines, European Union of the Philippines, International Container Services, Inc
- (ICTSI) Foundation, Nestle Philippines, Inc., Bangko Sentral ng Pilipinas, Department of Tourism and Philippine Business for Social Progress and Citi-Foundation who sponsored the HATCH – Online Financial Literacy Program for BPOS particularly for Convergys.
CUSTOMER SERVICE SUPERVISOR
SM DEPARTMENT STORE BATANGAS (Madison Shopping Plaza)
08.2004 - 10.2010
- Responsible for providing satisfactory and outstanding customer service as part of the top shopping malls in the Philippines – SM Department Store
- Supervises Customer Service Assistants (CSA) with their performance and in fulfilling their duties and responsibilities
- Assists superior in the preparation of sales promotion programs and strategy plans and implements the same within the limits of company policy
- Surveys and reports on competitor’s activities especially matters on pricing, discounts, new products, etc
- Helps in training newly deployed Customer Service Personnel in the branch or in soon to open branches.
EXECUTIVE SECRETARY
TARGET AUTO LLC CAR SHOWROOM (Dubai, UAE)
10.2003 - 03.2004
- Responsible for all the secretarial functions and administrative support to the General Manager
- Communicates with the clients and car companies or car show rooms within Middle East, Europe and US through email and telephone conversation
- Makes necessary appointments for the boss
- Maintains an adequate filing system to facilitate swift retrieval of material
- Performs other related duties assigned from time to time.
EXECUTIVE SECRETARY
INVENSYS (APV) PHILIPPINES, INC.
02.2002 - 10.2003
- Responsible for all the secretarial functions and administrative support to the Country Manager to ensure that support operations in the CM’s office run smoothly and effectively.
Telephone Operator / Receptionist / HR Staff
INVENSYS PHILIPPINES, INC.
11.2001 - 01.2002
- Responsible for the entire communication matters
- Monitoring incoming and outgoing calls of employees and clients
- Prepares cost analysis necessary for accounting purposes
- Accountable for proper scheduling, distribution and operation of company staff to various clients in order to increase efficiency and ultimately improve the production of manpower and services
- Established good public relations with clients.
COLLEGE INSTRUCTOR
BATANGAS STATE UNIVERSITY (Engineering and Development Development Communication Department)
11.2000 - 10.2001
- Responsible for the learning of the English language and Social Sciences subjects amongst the Engineering and Development Communication students of the university
- Follow-up government and institutional programs
- Studies and designs Teaching and Learning Policies suitable for the students
- Makes planning and teaching strategy necessary to the learning process
- Conducts student-learning case analysis and forecasting with the help of examination, interview and further studies.
Education
Master of Arts -
Batangas State University, Philippines
Batangas City 04.2001 - 05.2001
BACHELOR OF ARTS MAJOR IN ENGLISH -
Batangas State University
Batangas City 06.1996 - 04.2000
MICROSOFT POWERPOINT, INTERNET EXPLORER, OUTLOOK, EMAIL 2000 -
Informatics Computer Institute, Las Pinas Branch, Philippines
Las Pinas City 04.2002 - 04.2002
INTRODUCTION TO DATABASE USING MICROSOFT ACCESS 2000 -
Informatics Computer Institute, Las Pinas Branch, Philippines
Las Pinas City 04.2002 - 04.2002
Skills
Problem-Solving
Time Management
Multitasking
Decision-Making
Excellent Communication
Time management abilities
Effective Communication
Active Listening
Organizational Skills
Attention to Detail
Analytical Thinking
Upselling
Sales Quota Achievement
Workachievements
- CONSISTENT TOP SALES PERFORMER in CITIBANK SINGAPORE TELESALES
- First and Only DLT Loan Officer who achieved ONE MILLION SALES in June 2022
- A consistent top performer from 2017 contributing significant credit card sales and loan volume, approximately 80-100% sales conversion in Singapore Telesales Acquisition and Dedicated Loans Team.
- Awarded as Customer Service Ambassador from 2021 to 2023 in CItibank SG Telesales
- Consistent Perfect Attendee since May 2017
- STAR Supervisor - SM Department Store – Batangas (2007 to 2009)
- On-loan Supervisor - SM Department Store – Naga, Rosales and Lipa (2009)
- Supervisor with Recognition for Perfect Attendance Incentive Scheme - SM Department Store – Batangas (2006 to September 2010)
- Supervisor with Outstanding Work Performance - SM Department Store – Batangas (2004 to 2009)
Certification
I hereby certify that the information included in this Curriculum Vitae is true and correct to the best of my knowledge and belief.
Relatedexperiences
- TRAINER’S TRAINING ON CUSTOMER SERVICE OPERATIONS ORIENTATION PROGRAM - SM Batangas Training Room (November 07, 2008)
- CUSTOMER HANDLING SKILLS WORKSHOP - SM Batangas Training Room (April 22, 2008)
- BASIC SUPERVISORY COURSE - SM Lipa Training Room (October 9-11,2007)
- WORK ATTITUDE AND VALUES ENHANCEMENT - SM Batangas Training Room (May 4, 2005)
References
- MR. BRIX J. PANSACALA, Assistant Vice President - Citigroup Business Process Solutions (CBPS) Pte. Ltd., 0917-825-6871
- MS. AIZA A. ACMAN, Unit Manager - Citigroup Business Process Solutions (CBPS) Pte. Ltd., 0917-530-1292
- MRS. GEMINA F. BUENAFLOR, SM City Batangas - Mall Manager, 0917-863-0067
Timeline
TELESTRA CUSTOMER SERVICE ASSOCIATE
Teletech
02.2013 - 05.2017
PROJECT OFFICER
COLAYCO FOUNDATION FOR EDUCATION, INC.
04.2011 - 09.2012
CUSTOMER SERVICE SUPERVISOR
SM DEPARTMENT STORE BATANGAS (Madison Shopping Plaza)
08.2004 - 10.2010
EXECUTIVE SECRETARY
TARGET AUTO LLC CAR SHOWROOM (Dubai, UAE)
10.2003 - 03.2004
MICROSOFT POWERPOINT, INTERNET EXPLORER, OUTLOOK, EMAIL 2000 -
Informatics Computer Institute, Las Pinas Branch, Philippines
04.2002 - 04.2002
INTRODUCTION TO DATABASE USING MICROSOFT ACCESS 2000 -
Informatics Computer Institute, Las Pinas Branch, Philippines
04.2002 - 04.2002
EXECUTIVE SECRETARY
INVENSYS (APV) PHILIPPINES, INC.
02.2002 - 10.2003
Telephone Operator / Receptionist / HR Staff
INVENSYS PHILIPPINES, INC.
11.2001 - 01.2002
Master of Arts -
Batangas State University, Philippines
04.2001 - 05.2001
COLLEGE INSTRUCTOR
BATANGAS STATE UNIVERSITY (Engineering and Development Development Communication Department)
11.2000 - 10.2001
BACHELOR OF ARTS MAJOR IN ENGLISH -
Batangas State University
06.1996 - 04.2000
SERVICE ANALYST 2 - C10 OFFICER
Citigroup Business Process Solutions (CBPS) Pte. Ltd.
5 2017 - Current
I hereby certify that the information included in this Curriculum Vitae is true and correct to the best of my knowledge and belief.
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