Mary Lou Chatto Silagan
09185079059
[email protected]
#157 Km. 3 Asin Road, Baguio City, 2600

OBJECTIVE:
To obtain a position to utilize strengths and to be part of the company’s growth and development.

PERSONAL INFORMATION:

Birthday: November 2, 1993
Birth Place: Del Carmen Weste, Balilihan, Bohol
Height: 5’
Weight: 55 kgs.
Civil Status: Single
Father’s Name: Lucio Silagan
Mother’s Name: Merlita Silagan
Father’s Occupation: Company Driver
Mother’s Occupation: Field Worker
Religion: Roman Catholic

EDUCATIONAL BACKGROUND:

Tertiary Education: Medline International Training Institute
Health Care Services/Practical Nursing
51 Naguilian Rd, Baguio, 2600 Benguet
June 2010 – November 2011

Secondary Education: Pines City National High School
Joaquin Smith Annex
March 2010

Primary Education: Pacday Quinio Elementary School
June, 2000 – March 28, 2006

EXPERIENCE:

The Lahey Group at RE/MAX Fine Living
Inside Sales Agent – Work from home
January 20, 2017 – August 2, 2017
Role:
Calling leads and get an update if they’re ready to purchase a home or to sell their home.
Accurately updating the notes on the company’s lead database.
Setting up an appointment for those motivated leads to meet with a top agent in the company.
Calling leads to get a confirmation about the appointment and updating the agent if lead confirmed or has requested to reschedule it at a different date to save agents time and effort.

Convergys Philippines Incorporated
Customer Service Associate
July 13, 2016 – January 16, 2017
Role:
Refreshes bucket for new requests that have been submitted either via phone or email.
Updating the employee who submitted the request and informs that I have already received and started working on their request.
Provides ETA as to when I will be able to give them an update if the request cannot be resolved immediately and if the request requires further research to solve the issue.
Carefully reviews the company’s special instructions since we are dealing with a Business Account.
Reaching out to the correct department who can help to solve the issue.
Assists customer in placing orders for storage and shredding services and also helps out in updating the order in case quantity needs to be updated or cancel the order if the wrong order has been placed.
Properly escalate the concern to the correct department, only when needed.

Convergys Philippines Incorporated
Customer Service Associate
July 8, 2013 – August 3, 2015
Role:
Assist customers with their billing concern and properly discuss the charges on the customer’s bill.
Assist customer regarding their billing disputes.
Follows Company’s Standard Procedures in helping the customer to solve their issue.
Assist customers in lowering their bill and provides them other options available (e.g. rightsizing their package, providing offers/discounts, and offering free channels.)
Provides basic technical support assistance if the customer cannot view their channels and properly transfer the call to the technical support department if basic troubleshooting does not work.
Assist customers in ordering pay per view channels and providing them walkthroughs on how they can order pay per view using their remote.
Offer receiver upgrades to qualified customers and transferring them to the correct department once the customer agrees.
Properly escalates the call only when needed.

Sitel Philippines Incorporated
Customer Service Representative
January 9, 2012 to June 26, 2013
Role:
Assist customers in placing orders online and processing payments.
Provide walkthrough so the customer knows how to place the order on their end.
Assist customers in canceling their auto-renewal subscription if the customer wishes not to renew their antivirus subscription.
Tracking online orders.
Provides email assistance for customers who submitted their inquiries via email and properly selects the correct template that would help solve the customer’s issue.
Follows Company’s Standard Procedures for customers who requested for a refund.
Properly escalates the call only when needed.

SKILLS: Computer Literate
Good communication skills
Basic knowledge on MS applications
Knowledgeable about Commissions Inc. (CINC)
Basic knowledge on Infusionsoft
Knowledgeable about RingCentral Application

REFERENCES:

Shelly King
Inside Sales Agent
09176047506

May Allen Cachero
Team Leader – Convergys Baguio
09291890149

Annie Bueza
Team Leader – Convergys Baguio
09154468057