Maria J anette Susan May Erames Zerna 0917-625-0986

Buao, Dumaguete City, Negros Oriental niwniw09@gmail.com

Basic Information
Birthday May 9, 1986
Civil Status Single
Religion Roman Catholic
Organization Rizal Youth Club (Silliman Alpha Chapter)


Professional Profile
TSR (Technical Support Representative) Tier One and (CSR) Customer Service Representative
Chat Support at TeleTech Dumaguete City for
High Speed Internet Support (May 2007
December 2012)
Handling of inbound calls for Billing inquiries
and basic Video troubleshooting based at the
same company (December 2012 present)
POC (Point of contact) for callbacks on
generated sales by agents and when
there is no supervisor available on the
floor
Floorwalker for nesting agents in the
voice area during avail times in the Chat
Support
Professional Accomplishments
Kudos
Director of Finance e-mailed the bosses regarding his appreciation on my customer service
skills
Quality Assurance, Average Handling Time, VOC (Voice of the Customer) Survey and English
Language Proficiency
Consistency in attaining top scores

Runner-Up for 212 Extra Degree
This is an awarding program wherein agents have gone the extra mile assisting their
customers

Top Associate
Awarded twice a year as a top agent for a certain month for my metrics

Educational Background

Preparatory and Elementary
Catherina Cittadini (St. Louis) School Kinder 1 to Grade 2 (1991-1995)
Saint Paul College of Dumaguete Grade 3 to Grade 6 (1995-1999)

High School
Ramon Teves Pastor Memorial Dumaguete Science High School (1999-2003)

College
Silliman University
Bachelor of Science in Nursing Level II (2003-2006)
* Class Honors (1
st
year)
Bachelor of Science in Psychology Level II (2006-2007)

Reference

Francis Torres Valencia, Negros Oriental 0927-358-0328
Bennis Muriatt Martinez Valencia, Negros Oriental 0915-111-7098
Jo Mari Amor AS Fortuna, Cebu City 0905-289-0268