VICKY BACTAD [hidden] * [hidden]4 WORK EXPERIENCES CUSTOMER SERVICE ASSOCIATE, Convergys ATT ISM Chat/Voice, June 2018 – September 2019 • Provides best customer service at all times to the customer’s queries over the chat and/or phone. • Assists customers about their balances, processing their payments, clarifications about their bills and disputes. • Assists in upgrading phone, TV and internet plans. • Assists in upgrading to a new phones and TV equipment. • Assist in basic troubleshooting concerning their phones, TV and Internet. • Directs customers to the appropriate department whenever necessary. CUSTOMER SERVICE ASSOCIATE, Convergys ATT Mobility Chat, June 2016 – June 2018 • Provides best customer service at all times to the customer’s queries over the chat. • Assists customers about their balances, processing their payments, clarifications about their bills and disputes. • Assists in upgrading cellphone plans and processing order for new phones. • Assist in basic troubleshooting concerning their phones. • Directs customers to the appropriate department whenever necessary. SENIOR ASSOCIATE, Convergys Macy’s Credit Voice (Macy’s and American Express card), February 2016 – May 2016 • Handles supervisor calls, complains, and queries. • Processes customer’s request that is beyond the agent’s scope of responsibilities. • Answers agent’s inquiries and provides step by step assistance to them over the phone. • Provides supports to the transition class by doing floor and chat support. • Mentors and coaches a group of 3-5 agents within the transition team for continuous improvement. CUSTOMER SERVICE SPECIALIST, Convergys Macy’s Credit Voice (Macy’s and American Express card), November 2015 – February 2016 • Answers the inquiries of agents over the phone or company chat about the processes. • Provides station assist to agents if over the phone assistance is not sufficient. TECHNICAL SUPPORT, Convergys Macy’s Credit Voice (Macy’s and American Express card), September 2014 – November 2015 • Resolves technical issues online at Macy’s website. • Assists customers about their balances, processing their payments. CUSTOMER SERVICE ASSOCIATE, Convergys Macy’s Credit Voice (Macy’s and American Express card), March 2013 – September 2014 • Provides best customer service at all times to the customer’s queries over the phone. • Assists customers about their balances, processing their payments, clarifications about their bills and disputes. • Directs customers to the appropriate department whenever necessary. • Ensures adherence to company policies and SOPs. • Resolves issues efficiently and escalates concerns promptly. EDUCATIONAL BACKGROUND BACHELOR OF SCIENCE IN NURSING, St. Jude College of Manila 2007 - 2011 Maloma National Highschool, San Felipe Zambales 2003 - 2007 Maloma Community School, San Felipe Zambales 1996 - 2003