日本と海外をつなぐクラウドソーシング

Myoutdesk

Virtual Professional

2015/01～

VICARH IADELL D. CARDENAS
Block 2 Lot 28 NVS Napolan Subdivision Pagadian City 7016
Mobile: 0909-8313309
Linkedin: https://www.linkedin.com/in/vicarh-iadell-cardenas-172201/
Email add: ayakenz1722@gmail.com


PROFESSIONAL EXPERIENCE


MyOutDesk.com (March 2015 – August 2018)

• I’m a virtual assistant who’s mainly responsible for calling up leads and being able to set them up for an appointment with my client who’s in the Real Estate company. Following-up with leads and ensuring that all calls are properly documented comprise the bulk of work of an Appointment Setter, though we are also required to do some admin work as deemed necessary by the client’s business needs.

Customer Service Representative (VXI Global – American Express Credit Card), SM Cyber Zone 2 Buendia, Makati City (February 18, 2013 – February 2015)

• Answer calls from Cardmembers who is calling about their bill, recent charges and payments, file dispute for charges they don’t agree with, request card replacements, online inquiry, and also offer them products that would benefit them and educate them about different benefits they have in which some of them are not aware of.

Customer Care Professional, JPMorgan Chase Bank, 31st flr., Philamlife Tower, Paseo de Roxas, Makati City (May 2009- October 2010)

• Handling Mortgage account originated from WAMU and Chase. Answer borrowers billing inquiries, explain payment allocation and how interest are calculated on their account, send legal documents (i.e. payoff quotes, mortgage note, amortization schedule, etc.,) assist customers on payment dispute and process work order for payment misapplication, missing payment research, etc. Also handling collection calls every 17th to the 29th of every month, asked for payment and sign up borrowers for promise to pay.

Operations Associate, HSBC Philippines, UP-Ayala land Techno Hub, Diliman, Quezon City (October 7, 2008-April 22, 2009)

• Answers calls from Marks and Spencer credit card holder base in UK who mainly inquire about their accounts, ask for their balance, latest transactions on the account take their payment and explain billing procedures. We also handle their payment and transaction disputes/queries professionally and solve them efficiently.

Transition Consultant Intern, Convergys Philippines, Don Mariano Diliman, Quezon City (October 2007-May 30, 2008)

• Handle a group of 20-30 newly hired agents or Transition Agents on their first two weeks on the floor while taking in calls. Answer their questions and do regularly monitor their calls using quality forms to ensure that their hitting quality at the same time CSAT. Also perform coaching sessions with them to enhance their communication skills that would greatly make an impact on their calls and help them cope with the call center environment.

Sales and Service Representative II, Convergys Philippines, Don Mariano Diliman, Quezon City (July 2006-October 2007)

• Interface with customers via inbound calls for the purpose of passively (i.e.: order taking) or actively selling products and services. Responsibilities include processing customer orders and sales; providing and receiving various information (i.e.: billing concerns, billing explanations and process disputes); up-selling client products plus handling miscellaneous customer service and general information calls via the phone. Also became one of the mini-TL of the team who supervise a member of 4-5 new agents handle their calls efficiently. Train them to become better agents who will be able to hit quality and CSAT at the same time. Do monitor their calls if my supervisor is not around and provide them feedback on how they can manage their calls with ease.

Customer Service Representative, ICT Marketing Services, Ortigas Avenue, Pasig City (August 15, 2005- June 5, 2006)

• Answer inbound calls from customers inquiring mainly about their bill. (i.e billing explanations and billing disputes). Accept payments from them over the phone through credit card or check. Explain their credit history and credit standing.