MARISSA P. TANDOC

Block 14 Lot 18 Klein street, Molino Homes 1 Subdivision, Molino III, City of Bacoor

Telephone Number(s): +639272836680

Email: [email protected] / [email protected]

I. OBJECTIVES

Obtain a position where I can maximize my skills, program development and training experience.

II. WORK EXPERIENCES

April 26, 2010 up to present – Customer Service Representative

Telstra Powered by Teletech

5 E-Com Building, North Palm Drive, SM MOA Complex, Pasay City, Philippines 1300

Direct Siebel Order Entry (DSOE) – ADSL, NBN and Transition

Ø  Assist store representative with pre submission errors until order submission

Ø  Provide order status, hardware delivery

Ø  Reschedule appointments if needed

RETAIL CHANNEL SUPPORT- Dealer Support Activation & Billing / Front of House / Back of House Billing / Mobile Migration / Complaints / Customer Experience / JB Hi-Fi

Ø  Mobile, telephone line, internet and cable television activation

Ø  Assist with billing concerns, explains valid and invalid charges

Ø  Migration from business to consumer account and vice versa.

Ø  Back of House Billing, thorough investigation of complex billing concerns

Ø  Temporary Subject Matter Expert ( SME) for a month

Ø  Providing resolution for Level 0 Complaints to avoid further escalation

Ø  Finding the main reason why we provide credits to customers (customer’s journey)

BUNDLE ORDER ENTRY- Inbound

Ø  assist customer’s fixed internet inquiries and requests

Ø  assist customer for  appointments, change username, other details that is in their bundle

Ø  update account as per customer request

Ø  modify services to be eligible for a bundle package

Ø  apply bundle packages for customers with an existing account

BUNDLE ORDER ENTRY – Telephone line, internet services, cable TV (Back of House)

Ø  First touch on the request and account to avoid order failure

Ø  Outbound call to customer for more details required to complete their requests

BACK OF HOUSE- Reprocessing Order – Mobiles (prepaid & postpaid)

Ø  Rectify failed orders to activate mobiles service

Ø   create new billing account

Ø   create pre to post order and vice versa for customers

Ø   create add/ new services

Ø   modify, change FNN, suspend, disconnect, reconnect existing mobile services

Ø   CHOWN (change of ownership, change of lessee) upon customer’s request

lII. SKILLS

Ø  Computer Literate (Microsoft Word, Excel)

IV. EDUCATIONAL ATTAINMENT:

Tertiary Level                        University of Perpetual Help – Molino

Molino, Bacoor, Cavite

Bachelor of Arts in Mass Communication

1997 to 2000

Secondary Level                   Cavite School of St. Mark

Bacoor, Cavite

1994 to 1997

Primary                                  St. Paul College of Parañaque

Parañaque City

1986 to 1994

V. PERSONAL DATA:

SSS                             :           3378092763

TIN                              :           245-372-085

Date of birth              :           April 6, 1980

Sex                              :           Female

Citizenship                :           Filipino

Height                         :           5’ 1”

Religion                      :           Roman Catholic

Civil Status                :           Single

Language spoken     :           English and Filipino

VI. CHARACTER REFERENCE:

Available upon request.

I hereby certify that the above information are true and correct to the best of my knowledge.

MARISSA P. TANDOC