- First Name: Mona Liza
- Last Name: Daniel
- City: Dubai
- Country: United Arab Emirates
- Phone No: +971 50 2084568
- Education: BS Business Administration
- Field of Study: Computer Application
- College or University: De La Salle University College of Saint Benilde
- Time Period: SY 1995 - 1999
- Listed: August 23, 2015 4:51 am
- Expires: This ad has expired
May 2010 To December 2014
Convergys Philippines Services
Level 2 Document Controller for CISCO Systems, Inc.
Provides licensing assistance through phone and email.
Verifies and validates entitlements prior to license issuance.
Generates license of various Cisco products to EEME customers.
Performs as Duty Manager for complaints and escalated calls.
January 2007 To November 2009
Sykes Asia, Inc.
Senior Customer Service Representative for Alltel Wireless Telecom
Appropriately and effectively coordinates with support services staff (human resources, information Systems, etc.) to ensure that company processes are adhered.
Provides accurate, timely, and professionally written, statistical and verbal reports to management for historical, current status, and forecasting purposes.
Analyzes individual, team and program/account performance on a regular basis, performs root cause analysis and develop corrective action plans.
Handle escalated calls, queries and complaints as necessary.
Reports Analyst for Alltel Wireless Telecom
Organizing and updating the raw data base for various reports.
Provides daily, weekly, monthly statistical reports to clients/accounts.
Communicates to supervisors, managers, trends based on statistical reports.
Assistant Coach for Alltel Wireless Telecom
Perform needs analysis for training on as required.
Coach CSRs to assure that client training goals are achieved.
Converses training policies, programs, and schedules, based on knowledge of identified training needs, procedures, or services.
Customer Service Representative for Alltel Wireless Telecom
Provides customer assistance through phone.
Shows a strong customer service orientation and takes responsibility for follow up to insure customer needs and expectations are satisfied.
Determines appropriate action to be taken on customer’s behalf, which may include problem resolution and appropriate next steps.
July 2006 To January 2007
Telus formerly Ambergris Solutions Inc.
Customer Service Representative for XBOX
Provides technical support through phone and email to EEME customers.
Runs trouble ticket that match technically related issue.
June 2004 To July 2006
Sykes Asia, Inc.
Technical Support Representative for Verizon Business
Evaluated and analyzes trouble found on customers’ line after running a Mechanized Loop Test.
Schedules technician appointments for customers.
May 2003 To June 2004
Sykes Asia, Inc.
Customer Service and Sales Representative for Verizon Business
Promote and upsell US based telecommunications products, as well as expose customers to the product benefits and applications.
Complete and accurate processing of transaction handled.
April 2002 To May 2003
SVI Connect Corporation
Quality Control Agent
Recognized the initial validation of each CCA’s sale to ensure good quality sales.
Assessed and analyzed errors made in the final EIS reports.
November 1999 To March 2002
SAN MIGUEL BREWING PHILIPPINES
Administrative Assistant / Financial Analyst
Ensures that all AS’s have successfully downloaded Pull data and have uploaded/updated successfully all their transaction for the day before routing.
Generates and submit reports requested by Finance, DSS and Key Account Group.
Monitor proper maintenance of hardware and carry out system troubleshooting on any system for IT group.
Monitor and reconciles shipments coming from plant to sales office (South/West Sales Office) using SAP.
I have worked in a Call Center environment for almost twelve (12) years through my cooperative education and internship positions. My marketing, computer research, and customer relations experiences, as well as my oral and written communication skills, should prove valuable in providing excellent quality of administrative and clerical work.My special skills are as follow:
Proficient in Microsoft Office: Word, Excel, PowerPoint, Outlook
Knowledge in basic computer troubleshooting
Fluency in English interpersonal communication both oral and written
Ability to multitask and keen with details
Dedicated in providing and promoting exceptional customer service.