Analiza J. Cos

ANALIZA J. COS

Brgy. Pansol, Lopez, Quezon

Mobile No:09338148391

CAREER OBJECTIVES:

To secure a position in a company that would enable me to fully render my knowledge and skills in customer service and to join an organization that provides opportunities for advancement, which leads to a higher management program.

EDUCATION:

BS HOTEL AND RESTAURANT MANAGEMENT

Lyceum of the Philippines University

Manila, Philippines March 2006

SUMMARY OF QUALIFICATIONS:

Has 6 years total experience in customer service including 1½ years in management team. Excellent in dealing different customer complaint in call center, credit card collections, and food and beverage industry. With knowledge in marketing by studying negative and positive factors affecting company’s sales target. Capable in proper execution of SOP’s to operate the restaurant and supervise people accordingly.

SKILLS:

Computer Application: MS word, outlook, power point and excel
Possess Exceptional verbal and written English Communication
Extensive administrative and customer service
Deals jobs stress and customer complaints effectively
Good problem solving skills
Ability to prepare, compose and assemble confidential information
Ability to read and understand complex oral or written instruction
Handles special telephone tasks such as: call transfers, taking-messages, call-backs, holds interruptions and unintentional disconnection.
Trained as barista and has basic knowledge on preparing cocktails
With proper training and knowledge on kitchen job
Capable on hosting special event such as wedding, birthday party and other occasions.

PERSONAL DETAILS:

Date of birth: May 16, 1981

Status: Single

Nationality: Filipino

Languages known: Filipino (Mother Language) English

PROFESSIONAL HISTORY:

Convergys Philippines February 2018- July 2018

Customer Service Representative

14th floor Eton Bldg. EDSA-Centris Quezon City

· Taking inbound calls from account owners (savings account) who wants to check the balance last deposit, and payroll deposit

· Sending debit card to account owners

· Resolve online banking issues

Skin Station Nov. 2017-Jan. 2018

Branch Manager

My Sanctuary Wellness Center Inc.

4th floor 369 Sen. Gil Puyat Ave. Makati City

+63 2 4055780

· Ensure the availability of the products both retail and clinic use

· Ensure all equipment are properly working

· Responsible in creating branch local promos

· Monitor daily sales and monthly sales/ Branch Quota

· Responsible in plotting staff schedule; downloading and cascading monthly incentives

· Responsible in annual business heck e-mails from time to time to ensure that the branch is updated

· Facilitate knowledge check to the staff by asking step by step procedure (in a random manner)

· Approve overtime, vacation leave, change schedule, and emergency leave.

VXI Global Holdings Oct. 2014- Jan 2016

Customer Care Professional

SM Cyber2 Jupiter and zodiac Streets. Cor. Buendia Avenue Makati 1226 Metro Manila
Contact number +632 8992200

· Taking inbound calls from cardholders who has account inquiry such as credit balance, amount due, and cycle date

· Provide excellent customer service and resolution to complex problems

· Discuss/remind customer’s benefits accordingly and offer better type of card that will suit their lifestyle and interest.

Customer Account Executive September 26, 2013 – Aug. 25, 2014

Teletech Philippines

2nd Level Robinsons Bldg.

Novaliches, Quezon City

· Provides first call resolutions

· Handle customer’s bill query

· Process bill adjustments such as credit and refunds

· Upgrade customer’s package by adding another service/s such us landline, cable and internet connection.

· Process payment over the phone using checking account or credit card.

In-house Collections Specialist September 5, 2012 – February 20, 2013

RCBC Bankard Inc.

31st Floor Robinsons- Equitable Tower

4 ADB Ave. cor Poveda St. Ortigas Center

Pasig City, Philippines 1600

+632 688 1888

· Calling cardholders with delinquent status

· Provides billing details such as due date, outstanding balance, last payment made, transactions, etc.

· Offers option to cardholders like payment arrangement and balance convertion that provides lower rate.

· Provides customer assistance like request in change of billing address, contact details, enrollment/disenrollment in electronic statement of account, and transfer the call to relevant department in case of non-collections concern/providing correct number to call.

· Replies email on cardholders queries/ sending statement of account via email per request, and sending paper bill to cardholders in case of non receipt on delivery.

Customer Service Professional July 18, 2008- March 25, 2011

Inbound Call Center Agent

Sitel Philippines Inc.

22nd Floor Wynsum Corporate Plaza

Emerald Avenue, Ortigas Center

Pasig City, Philippines 1600

+632 860 0000

Customer Service/ First call resolution
Handles day-to-day customer questions or concerns.
Take incoming calls from the customers who want to activate their new issued credit card. Up sell by upgrading and enrolling the new account to security program, accept payment, and promote balance transfers.
Place orders online, provide billing information, process delivery and trouble shoot on software products bought online.
Support and provide superior service via phone call or email messaging.
Ensured to give out correct information on customer’s auto, property and boat coverage.
Used appropriate way of communication with different behavior types on the phone.
Applied proper telephone etiquette to satisfy various customer situations
Understand the impact of attitude in handling calls professionally.
Reported directly to the team leader for assistance
Responsible for maintaining the excellent quality of service.
Respond to customer inquiries
Handle and resolve customer complaints
Identify and escalate priority issues
Complete call logs
Complete call reports

Junior Travel Advocate/ Senior Cashier

Travel Café Philippines

(Affiliated with Dept. of Tourism)

2nd Level Greenbelt 5, Ayala Center

Makati City, Philippines

+63 2 729-2233

Aug. 14, 2007 – May 23, 2008

Point of Sales design team, cash control monitoring, restaurant’s reservation and functions officer.
Administrative works
Ability to process payroll every 10th and 25th of the month
Encode orders and process bills.
Sales Monitoring
Submit both daily and monthly sales report to Managing Director
Submit monthly sales report to Company Accountant every month end.
Responsible on budgeting and purchasing raw materials
With knowledge on coffee preparation and cocktails
With knowledge on kitchen job such as pre-preparation, cooking, assembling, and serving finished product to dinners.
Shift Manager/ Store Marketing Officer

Jolly Star Foods Corporation

(Franchisee of Jollibee Foods Corporation)

3105 Abad Santos St. cor. Hermosa

Manila, Philippines

Tel. Nos. +63 2 255-2038 * 255-8828

Sales Building
Community Relations
Smart Team Supervision
Cash Control Administration
In- charge in Local Store Marketing, Kiddie party organizing/booking, and Office Administration
Perform the marketing responsibilities and floor control to ensure the smooth work flow of operations.
Like: Kiddie party materials security from commissary; Supplies delivery system; Quality Control; Handling and distribution.

Gather customer feedbacks on dine-in and communicate to the store management team
Ensures store merchandising are correctly abided and prominently implemented to achieve maximum impact and visibility
Plan and organize events/ activities of restaurant/institutions, inside and outside the store
Responsible in product, promo monitoring, and data gathering
In-charge in inventory and ordering of Kiddie Party Materials
Character References:

Evelyn C. Constantino

Sitel Philippines

Customer Service Professional (Former co-worker)

+63 9215084594

Armi C. Legaspi

ANZ Philippines

Remote Customer Consultant (Former Co-worker in Sitel Philippines)

+63 9087309487

Analiza J. Cos Administrative Assistant