cristinapasion

WORK EXPERIENCE: October 13, 2008 – Present CLIENT SERVICES MANAGER Martinprint ([login to view URL]) 5th Flr., 888 Mindanao Ave., QC Philippines Manages Customer Service Team, review Process Flows and implement metrics for Performance Measurement. Coach and train Client Services Representatives and provides feedback to management team to insure that Service Level agreements are met July 2004 – Aug 2008 CLAIMS/CUSTOMER SERVICE MANAGER Lake Washington Inc (IFloor Phils) 3/F LRI Bldg., Reposo St., Makati City, Philippines Reason for leaving: Company shutting down Last compensation: Php 83,000 (gross) Available for employment : August 16, 2008 - Directing and managing a minimum of 15 Customer Service Representatives. Prepares and Monitors Productivity Reports, phone coverage, daily operations; Conceptualizes and implements Customer Service Programs in line with company goals to ensure that Service Levels are met. Job functions include daily/direct interaction with Senior Management, Stake holders, business partners, and customers from different parts of the United States. Milestone in career: Was able to establish work standards, policies, procedures, measurement for productivity (Metrics), and increase service level. - April 2004- June 2004 TECH SUPPORT REPRESENTATIVE Earthlink Internet Service WEST Contact Services Makati City, Philippines - Functions as first-tier Technical Support for ISP provider (Earthlink account). Responsibilities include trouble-shooting, resolving technical issues on the phone and assisting customers with their service requirements. Milestone in career : Underwent extensive training in troubleshooting Dialup and Broadband Internet Service, Accent Neutralization, American and inter-racial Culture Exposure ad training, Mastery of the US Culture ad Geography. Nov. 3, 2003 - April 2004 TECH SUPPORT REPRESENTATIVE 1ST Tier Certified Tech Support SBC Internet Services - CONVERGYS, Phils Robinsons Equitable Bledg., Otigas City, Phils. Reason for leaving: Better Opportunity Last Compensation : Php 17,500 (Gross) - Functions as first-tier Technical Support for ISP provider (SBC Global account). Responsibilities include trouble-shooting, resolving technical issues on the phone and assisting customers with their service requirements. Milestone in career : Trained extensively in troubleshooting and setting up ISP and email accounts for DSL connections. Consistent topnotcher in Service Quality evaluations. Very active contributor to Team development programs such as coaching, meetings, and team-building programs.. July 9, 2002- June 19,2003 CUSTOMER SERVICE REPRESENTATIVE INFONXX Phils 11 F RCBC Towers, Makati City, Phils. Reason for leaving : Better Opportunity Last Compensation : Php 14,000 (Gross) - Handled information/directory calls from different phone users all over USA, Canada and Puerto Rico. Job functions include providing directions for travelers, restaurant bookings, participating in various personality and professional trainings and seminars. Milestone in career : First call center job. Underwent extensive trainings on team building, accent neutralization, North American geography (US101), and Customer Service. Consistent topnotcher in Service Quality Evaluations and in handling difficult customers. Actively contributed to keeping team status as top-team (service quality and speedy service). December 2001- May 2002 MARKETING RESEARCH ANALYST Keylargo Car Accessories Center Zabarte Road, Novaliches, Kalookan City - Conceptualized and prepared Marketing plans, proposals, and presentations for different products. Job functions include interaction with suppliers abroad as well as preparing samples and proposals sent to partners and clients locally and abroad. Initiates and monitors regular updating of client database as well as market movement. Milestone in career : Prepared marketing plans for licensure of Disney and Viper products for distribution in the local market. Re-launched Viper Car alarm in the Philippine market; Increased product line for Disney car accessories. August 2000- December 2001 MARKETING/CLIENT-SERVICE SUPERVISOR Sky Foundation, Inc. Mandaluyong City, Philippines - Conceptualized and prepared income-generating projects. Functions include daily interaction with sponsors and beneficiaries of service (Educational TV programs) distributed to more than 1,000 public schools all over the country. Regular and continuous market pulse review particularly with regard to study and initiation of Social-educational programs to benefit Urban-poor students. Responsibilities include outsourcing marketing collaterals and Media planning. Milestone in career : Planned and supervised “Batch RTO” – a 10-month continuous program in search of Top 10 Outstanding Youth all over the Philippines which was funded by Coca-Cola Philippines. January 1999-December 1999 PUBLIC RELATIONS DIRECTOR Presidential Commission on Y2K Compliance Malacañang, Manila, Philippines - Prepared and implemented tri-media campaign to initiate and promote Y2K awareness and preparation in the country. Information campaign included travel and interaction with Local Government Units, NGO’s, and private companies all over the country. Planned and initiated multi-sectoral conferences, small group interactions and international summits focusing in Y2K awareness and preparation. Wrote and published press releases as well as various communications and business correspondences to promote Y2K awareness. Milestonee in career : Hosted a local interactive radio program aired nationwide in the attempt to increase awareness and preparedness in all regions. June 1998-December 1998 PUBLIC RELATIONS DIRECTOR AMA EDUCATION SYSTEM Panay Avenue, Quezon City, Philippines - Created and implemented a Public Relations and Advertising plan to promote and increase enrollment for AMA Education system (including Basic Education, Vocational and Tertiary levels). Wrote and published Press Releases as well as copies for marketing collaterals (brochures, leaflets, promotional items) Milestone in career : Contributed to growth of enrollment as well as establishment, training and maintaining quality marketing staff in branches of the organization all over the country. Traiined and handled a minimum of 50 Admissions staff/Marketing personel for the entire organization. August 1997- May 1998 CAREER GUIDANCE OFFICER AMA EDUCATION SYSTEM Panay Avenue, Quezon City, Philippines - Attended as a speaker in more than 50 Career Orientations for High School graduating students all over the Philippines. Job functions included monitoring job requirements in the market of Information Technology as well as preparation and organizing events for career orientations. Milestone in career : Actively created venues to promote education and the need to plan careers while in the academe. Major accomplishment would be the establishment, training, and institutionalizing Career Management Service Departments in all AMA Education System branches all over the country. February 1995- July 1997 PRODUCTION & AIRTIME SALES SUPERVISOR SKY Cable, Baguio City Philippines - Initiated the establishment of a Community Channel as an income-generating division of the organization. Handled a minimum of 10 TV production crew and 10 Sales representatives tasked to produce and sell airtime programs. Milestone in career : Generated almost One Million Pesos additional income for the company on the first year of operation. This was accomplished by the establishment of an Airtime Sales Department and production of shows that were marketed to LGU’s, NGO’s and private companies. August 1994-January 1998 CUSTOMER SERVICE OFFICER SKY CABLE, Baguio City Lopez Bldg., Session Road, Baguio City - Pioneered Customer Service programs for the company. Acted as team lead/trainer for new hirees and front-end service crew members. Milestone in career : Initiated “I CARE” program which increased service level and professionalized service quality of the organization. EDUCATIONAL BACKGROUND: 1990-1995 B.A. Mass Communications, Major in Journalism UNIVERSITY OF THE PHILIPPINES Baguio City, Philippines Accomplishments/Highlights: 1) Senior Representative to the College Student Council 2) Chairperson, UP Baguio Residence Hall 3) Chairperson, UP BAGUIO Student Committee on Community Immersion 4) Member, ANAK-UP 1986-1990 Holy Child Academy Novaliches, Quezon City, Philippines Accomplishments/Highlights: 1) President, Student Council 2) Graduated as the Student leader of the Year 3) Chosen as Youth City Attorney – City wide search of Young Student leaders PERSONAL DATA: Birthdate : February 25, 1974 Civil Status : Separated (with two kids) Nationality : Filipino Special Skills : Proficient in MS Office, Internet Usage