RITA MOLO CRUZ

Blk. 19 Lot 70 Phase 2 Reginaville 2000

Trece Martires City, Cavite 4109
Mobile No.: 09161507489
Email Address: cruz_rita0315@yahoo.com

CAREER OBJECTIVE:
To obtain a position as a Customer Service Representative

SUMMARY OF QUALIFICATION:
Have a substantial experience in sales and customer care service in a
telecommunication and travel industry;
With strong communication and interpersonal skills with the ability to work
effectively with diverse groups of people at a various levels within an environment;
Organizational skills sufficient to prioritize work and complete assignments
accurately, either independently or as a part of a team, work under pressure of
competing deadlines, working from own initiative and/or following directions,
policies, or procedures;
Ability to adapt to changes in work environment, work assignments, and/or changes
in priorities and skills sufficient to maintain productivity in a fast-paced environment
undergoing organizational changes

COMPUTER SKILLS:

Basic Programming Languages: C, C++, Visual Basic, HTML

Database Tools: Visual Studio, MS Access, My SQL
Operating Systems: Windows XP/7, Vista,
Application Software: Swish Max, Flash, MS Office 2003/2007/2010/XP,
Internet Tools

RELEVANT EXPERIENCES:
April 2009 - February 2010, Sun Cellular Philippines
Sales Associate

Assisted customers with merchandise selection.

Cultivated close relationships with return customers to effectively increase
purchases.
Handled prepaid products and processed postpaid applications for approval.

April 2010 February 2013, APAC Customer Services Inc.

Customer Service Representative

Receives and handles routine inbound customer telephone calls.

Greets customers and introduces him/herself to establish rapport.
Obtains and enters relevant customer information (e.g. name and account
access information).
Listens to customers explanation to gain a general understanding of the
reason for their call.
Asks customers questions to determine the specific purpose of their call.
Uses available computer system and/or online application to access
information needed to assist customers.
Determines a course of action based on available information to resolve
customer issue.
Refers customers to appropriate party if required to resolve their issue.
Informs customers of the action(s) taken to bring closure to their call.
Takes steps to ensure customers are satisfied with the action taken to bring
closure to the call and asks for additional service requests.
Resolve basic customer questions, complaints, and requests.
Follows up as required after calls to execute agreed upon actions.
Documents the pertinent facts surrounding customer call in computer system
to maintain accurate account history.
Assist other team members and supervisor as needed.

February 2013 December 2014, Expert Global Solutions Incorporated

Team Leader

Provide daily direction and communication to employees so that customer

service calls are answered in a timely, efficient and knowledgeable manner.
Provide continual evaluation of processes and procedures. Responsible for

suggesting methods to improve area operations, efficiency and service to

both internal and external customers.
Provide statistical and performance feedback and coaching on a regular basis
to each team member. Write and administer performance reviews for skill
improvement.
Be available for employees that experience work and/or personal problems
providing appropriate coaching, counseling, direction and resolution.
Insure employees have appropriate training and other resources to perform
their jobs. Respond to and resolve employee relations issues expressed by
team members; create and maintain high quality work environment so team
members are motivated to perform at their highest level.
Address disciplinary and/or performance problems according to company
policy. Prepare warnings and communicate effectively with employees on
warnings and make effective/appropriate decisions relative to corrective
action as required.
Assist manager with daily operation of call center to include the
development, analyses and implementation of staffing, training,
telemarketing, scheduling, and reward/recognition programs. Work as a
member/leader of special or on-going projects that are important to
area/process improvement.
Share continual responsibility for deciding how to manage the employees
ensuring calls are handled efficiently and effectively.
Establish work procedures and processes that support company and
departmental standards, procedures, and strategic directives.
Use appropriate judgment in upward communication regarding department or
employee concerns.

EDUCATION:
Bachelor of Science in Industrial Education major in Computer
Cum Laude
Technological University of the Philippines Cavite Campus
March 2009