Ace Virgil Villamor Suarez

Highly responsible Customer Service Representative focused on providing excellent customer service to our valued customers. I have been in the call center industry for more than 5 years and I believe my experience and work ethics would a great addition  to your customer service team. 

Concentrix
Level 3, Prima 2, Block 3506, Jalan Teknokrat 5, 63000
CYBERJAYA, Selangor Darul Ehsan, Malaysia
Account: Korean Air
Department: Pre-Flight Department and frontline agent department
Designation: Advisor - Customer Service, CRM
January 27, 2020 – Present

Pre-flight Agent Responsibilities:

⦁ Outbound calls for passengers with misconnection flights due to schedule change, aircraft change and canceled flights.
⦁ Callback passengers for upgrade confirmation.
⦁ Review pet documents and submit it to the headquarters for approval.
⦁ Handle urgent email requests from clients.
⦁ Assist front line agents when handling special reservation such as:
⦁ Minor traveling alone
⦁ Pregnant passenger
⦁ Disable passengers and passengers traveling with service animals
⦁ US Marshal transporting prisoners
⦁ Passengers with special meal requests due to a certain food ingredient  allergy

Frontline Agent Responsibilities:

⦁ Assist passengers in creating a flight itinerary and reservation.
⦁ Advice price, fare rules, terms and conditions.
⦁  Issuing of the tickets.
⦁ Advice country entry restriction and transit restrictions.
⦁ Assist passengers with special service request such as:
⦁ Special meal
⦁ Seat assignment
⦁ Wheelchair service
⦁ Pet reservations
⦁ Extra baggage
⦁ Complementary hotels for long haul flights
⦁ Extra seat purchase
⦁ Assist in rescheduling of the passengers' flights.
⦁ Advise refund policy and refund process.

GetMorePH Inc.
G/F Serviced Offices, i2 Building, IT Park Cebu, Philippines
Department: MiDash system
Position: Virtual Assistant
November 2, 2017 – February 14, 2019

Responsibilities:
⦁ Received calls, inquiries, and basic troubleshooting for the MiDash system.
⦁ Set-up MiDash account for trial and premium subscription.
⦁ Add or Remove user restrictions, reset password, add users to the account.
⦁ Educate customers and walk them through the MiDash system.
⦁ Conduct training to our new client weekly on how to navigate the system and educate them what are the functions of each portfolio in the MiDash. For example, in the
⦁ eBrochure how can the client upload pictures, price list of the property, vicinity map and other details.
⦁ Inventory how they can check the available units and how to make a real time reservation on a unit or property.
⦁ Prospect Hub how to manage the sales stages from pre-qualification stage, qualified stage, meet-up, and closed or sale stage.
⦁ Reports how they can track the number of leads generated from a specific ads campaigns and the converted to sale percentage.  

The Results Companies
One World Center Bldg., Mactan Newtown,
Newtown Blvd, Lapu-lapu City Cebu, Philippines, 6015
Account: SiriusXM  (Satellite Radio)
Department: Service and Saves (retention department)
Position: Customer Service Representative
Feb. 29, 2016 –August 2, 2017

Responsibilities in service department:

⦁ Received calls from customers and provide solutions to their inquiry.
⦁ Handle trail service activation for new vehicles and educate customers the advantage of adding a paying subscription.
⦁ Assist in upgrading or modifying customer’s subscription package.
⦁ Walk the customer through on how to create an online account and how to check their current subscriptions and other features.
⦁ Assist in transferring of subscription to a new vehicle.
⦁ Provide step by step process on how to install external radio/ dashboard radio and do basic troubleshooting.
⦁ Perform basic troubleshooting for:
⦁ Signal outage
⦁ No signal/ static connection
⦁ No power
⦁ Sudden change of favorite channels.
⦁ If radio already reaches its life span and if it really needs a replacement.
⦁ Responsibilities in SAVES or retention department:

⦁ Handle cancellation requests from customers and offer a hierarchy of promotions in order to keep them as our valued customers.
⦁ Offer free radio as a replacement. For example, customers would like to cancel due to defective car radio. We will offer a free unit to keep them as our valued customer.

GetMorePH Inc. 
8th Floor Crown 7 Building, Juan Luna Avenue, Mabolo Cebu City 6000
Position: Sales Specialist
February 28, 2015 – February 18, 2016

Responsibilities:

⦁ Handles and receives calls for customers who are interested in purchasing a property such as house and lot property, condo unit, and lot only property.
⦁ Send emails to clients requesting for property details such as price list, brochure, sample computations, vicinity map and other details.
⦁ Set an appointment for meet-ups and close a sale.
⦁ Facilitate in processing paper works and coordinate with property developers for the sold property units.  

Clicklabs Inc.
8th Floor Crown 7 Building, Juan Luna Avenue, Mabolo Cebu City, Philippines  6000
Account: Multi-media services
Position: CSR (call, chat and email support)
May 29, 2014 – February 25, 2015

Responsibilities:

⦁ Received and handled calls from customers requesting for refund and reinstatement of their package.
⦁ Educate customers regarding the time frame and complete delivery of our packages.
⦁ Apply promo code and discounts to their accounts.

Department of Environment and Natural Resources – CENRO, Cebu City
V.Sotto cor. Arellano Blvd. Pier, 3, Cebu City, Philippines 600
4166 – 214; 4166 – 926
Department: Property Section
Position: Clerk
February 2, 2013 – December 3, 2013

Responsibilities:

⦁ Responsible for requesting office supplies and office equipment to the department of budget.  
⦁ Preparing request form and supporting documents such as purchased receipt, invoice and other   
supporting documents for audit and liquidation.
⦁ Process check payment once the request is approved.
⦁ Responsible for the inventory of office equipment and gadgets like for example computers, laptop, GPS equipment, office tables and chairs, steel cabinet, vault, vehicle OR and CR, etc.

Cebu Peoples Multi-purpose Cooperative
Blessed Sacrament Branch 1st Floor 10th Street NRA, Cebu City, Philippines 6000
238-1158/ 416-6357
Branch: Blessed Sacrament Branch
Position: Loan Assistant
March 05, 2012 – October 12, 2012

Responsibilities:

⦁ Process new membership application form.
⦁ Initiate interview with cooperative members who would like to apply for a loan. What’s the reason or purpose of the loan? 
⦁ Check if the member is eligible for the loan and his loan payment history.  If not eligible for the 100% of the applied loan, educate the members of our process the terms and conditions.

International Wiring System (Phil’s.) Corp.
Luisita Industrial Park, Special Export Processing Zone, San Miguel, Tarlac City, Philippines 2300
Department: MAZDA
Position: Machine Operator
July 13, 2010 – December 23, 2011

Responsibilities:

⦁ Cutting and crimping of wires for MAZDA automobile harness.
⦁ Supply wires to the assembly area.
 

STI College of Tarlac
Computer and Electronic Technology (CET)
Time Square Bldg. Aquino Blvd., San Vicente, Tarlac City
March 10, 2010

Tarlac State University
Bachelor of Science in Nursing (BSN) (Under Grad.)
Romulo Boulevard, San Vicente, Tarlac City
2005 – 2008