IVY JOY ALDEMO BENITEZ
Banago, Bacolod City,
Negros Occidental, Philippines 6100
Mobile No.: +639288220655
Alternate Mobile No.: +639274770325
Email Add: [email protected]
Skype ID: aivee413
LinkedIn: https://www.linkedin.com/in/ivy-joy-benitez-2a579b52/

OBJECTIVE:
To obtain a position that requires good clerical skills, communication skills, good interpersonal-relating skills and processor or computer-operating skills.

QUALIFICATIONS:

• Worked in a fast-paced, results-oriented environment for customer service with technical & billing concerns, retention, sales & escalation desk
• Experienced in utilizing Microsoft Office(Word, Excel, and PowerPoint), Windows applications and keyboarding
• Articulate in English language with excellent verbal and written communication skills
• Demonstrate good abilities in managing, organizing and resolving assigned tasks & work-related conflicts
• Interact easily with people of diverse backgrounds, cultures and age levels
• Hardworking, maintains positive attitude, willing to be trained, receptive to feedback and adheres to policies
• Highly flexible; adapt easily to change of environment and work schedule

EMPLOYMENT HISTORY:Convergys Phils. Services Corp.
Bacolod City, Negros Occidental, Philippines

Interim Subject Matter Expert
May 2017 – Present

• Handled customer complaints and deescalated manager and corporate complaints accordingly.
• Emailed information directly to clients to follow up customer requests and escalations, as needed.
• Contacted client services and other departments needed to assist customers with their inquiries, requests and complaints.
• Supported customer service representatives with their inquiries based on client’s knowledge-based software application, took supervisor calls, validated and processed requests on client’s technical and billing software application.
• Conducted team huddles regarding client updates, processes and policies among customer service representatives.
• Audited recorded and real-time calls and coached agents about areas of improvements concerning product knowledge, soft skills or human connection, average handle time, first call resolution, revenue generation and customer satisfaction.
• Contributed in drafting SupCall: Escalation Process, a project that sets guidelines in identifying and managing controllable and uncontrollable supervisory calls as well as implementation of disciplinary actions on interactions involving misconduct, negligence or any behavior cited on the employee handbook.

Convergys Phils. Services Corp.
Bacolod City, Negros Occidental, Philippines

Customer Service Representative
March 2015 – May 2017

• Handled customer service for cable, phone and internet-subscribers with technical and billing concerns.
• Processed one-time Visa, Mastercard, American Express & Discovery card payments; enrolled accounts on automatic payments.
• Offered and processed connection of services for both new and existing customers.
• Provided and processed retention offers for customers threatening to cancel services and successfully retained them.

Transcom Worldwide (Philippines), Inc.
Iloilo City, Iloilo, Philippines

Customer Service Representative
November 2012 – February 2015

• Handled customer service for cable, phone, and internet-subscribers’ technical and billing inquiries.

Callbox, Inc.
Iloilo City, Philippines

Associate Telemarketer
August 2012 – November 2012

• Called North American companies to sell software products and services.
• Set up appointments for clients and customers for the marketing of products and services offered.
• Generated hot leads for selling products and services.

EDUCATIONAL BACKGROUND:

2017-2018 Vocational National Certificate 2 Live-in Caregiver Program
Riverside College, Inc. TESDA Certified
Bacolod City, Negros Occidental, Philippines

2007-2010 Tertiary University of San Agustin
Bachelor of Science in Nursing
Iloilo City, Iloilo, Philippines

2003-2007 Secondary Maranatha Christian College-High School Department
Bacolod City, Negros Occidental, Philippines
Graduated as Class Valedictorian

1997-2003 Primary Consuelo Elementary School
La Carlota City, Negros Occidental, Philippines
Honor Student with academic and non-academic awards

TRAININGS/ SEMINARS:

• Communication Culture Training = 5 day training certificate course, by Convergys Phils. in Bacolod City, Negros Occidental on March 2, 2015
• Joint Commission International Standards and Best Practices = 2 day training certificate course, by Health Care Advantage Institute at University of San Agustin, Iloilo City on November 18, 2010
• Advanced Cardiac Life Support (Based on 2010 AHA Guidelines) = 4 day training certificate course, by Health Care Advantage Institute at University of San Agustin, Iloilo City on November 23, 2010

CHARACTER REFERENCE:

1. Joselle Aligarbes Supervisor/ Team Leader
   Convergys Phils. Services Corp.
   Bacolod City, Negros Occidental, Philippines
   Mobile No.: +639953250314
2. Jessil Eder Subject Matter Expert
   Convergys Phils. Services Corp.
   Bacolod City, Negros Occidental, Philippines
   Mobile No.: +639121032764
3. Mrs. Mary Ann Faicol Instructor
   Riverside College, Inc.,
   Bacolod City, Negros Occidental, Philippines
   Mobile No.: +639052298611

PERSONAL INFORMATION:

Current Address: Brgy. Banago, Bacolod City, Negros Occidental, Philippines 6100
Provincial Address: Sitio Alangahag, Brgy. Tamlang, Escalante, Negros Occidental, Philippines 6124
Date of Birth: April 13, 1991
Sex: Female
Status: Single
Age: 27 years old
Nationality: Filipino
Religion: Roman Catholic
Height: 5’2″
Weight: 40 kg.
Languages or Dialects (Spoken or Written): English, Filipino and Hiligaynon

I certify that the information provided is valid and true to the best of my knowledge and ability.

Ivy Joy A. Benitez
Banago, Bacolod City, Negros Occidental, Philippines
Mobile No.: +639288220655
Email Address: [email protected]