Jenny M.

EXPERIENCE: 12/2009-06/2010 Defensive Data Administrative Virtual Assistant Performed administrative work for the General Manager. Handled scheduling of appointments and personnel. Answered client calls and forward to right department to handle issue. Acted as Operations Manager in the absence of the General Manager. 02/2006 - 12/2009 Teletech-Novaliches Site Technical Service Representative Handled customer inquiries, complaints, order status, and internet connectivity questions. Provided technical assistance for customers having issues with their internet connectivity. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions. Interface daily with internal partners in Technical Support, Management, Operations, Billing and New Orders Department. *Managed a high-volume workload within a performance driven environment. Resolved an average of 30 to 40 calls in a day and consistently met performance benchmarks in areas such as handling time, after call speed, first call resolution and accent evaluations. *Became the lead "go-to" person for the team during the nesting period for new agents due to previous job experience. *Completed customer service training to learn ways to enhance customer satisfaction and improve productivity. 03/2004-06/2005 Convergys Philippines Technical Support Representative Handled inbound customer inquiries, complaints, and internet connectivity questions. Provide technical assistance for customers having issues with their internet connectivity. Acted as assistant to the Team Leader and proactively update the team's Roster's for exceptions log (meetings, trainings, coachings and absences). Interface daily with internal partners in Technical Support, Management, Operations, Billing and New Orders Department. *Managed a high-volume workload within a performance driven environment. Resolved an average of 30 to 40 calls in a day and consistently met performance benchmarks in areas such as handling time, quality, first call resolution, and TSR surveys. *Helped company attain the high customer service ratings (as determined by external surveys) -- earned 100% marks for 3 consecutive months in all categories including communication skills, listening skills, problem resolution and politeness. *Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations. *Became part of the initial team to take Global One Calls that handled Level 3 Technical concerns for modems and router configurations with wireless, USB and Ethernet on a Windows and/or MAC OS based connectivity issues. *Completed voluntary customer service and technical trainings to learn ways to enhance customer satisfaction and improve productivity. 07/2002-02/2003 Easy Call Philippines Customer Service Representative Handled inbound customer inquiries and complaints. Took orders for 4 leading fast-food chains of the country. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions. Acted assistant to the Team Leader and proactively calls branch manager to relay orders in case systems are down. Explained announcements and alerts to agents and provide assurance in assistance. Interface daily with Branch managers and Operations. *Managed a high-volume workload. Resolved an average of 50 to 80 calls in a day and consistently met performance benchmarks in areas such as handling time, and quality. *Completed voluntary customer service trainings to learn ways to enhance customer satisfaction and improve productivity. 11/1998-03/2001 Harley Communications Asia Account Executive *Created and implemented the operation concept of print publication for clients (services included: design, layout, printing, distribution, marketing and ad sales). ===================== Key Accomplishments ===================== *Consistently met or exceeded goals. *Developed tailored advertising programs using a consultative-sales approach. EDUCATION: 11/2001 Associate in Computer Technology-STI College Recto Associate Degree Completed two years of computer technology studies -Basic programming -Networking and TCP/IP settings -Correct hardware and software computer settings 4/1997 Arellano University-Pasay City High School