Carmie Encajonado
Auckland ,New Zealand
Summary
Dynamic Customer Service Representative with a proven track record at Aioi Nissay Dowa New Zealand Limited, recognized for excelling in strategic sales and exceptional communication. Expertise in building customer loyalty and streamlining processes enhances overall service quality, driving target achievement and delivering superior customer experiences.
Overview
2023
2023
years of professional experience
1
1
Certification
Work History
Migration to New Zealand
None
1 1 - 11.2022
Customer Service Representative
Aioi Nissay Dowa New Zealand Limited
Auckland, New Zealand
05 2023 - 01 2025
- Developed strong relationships with customers fostering brand loyalty and repeat business.
- Contributed towards achieving targets whilst ensuring adherence to service standards.
- Streamlined processes through efficient record keeping.
- Maintained compliant documentation on Guidewire for reliable company records.
Advocate/ CSR
Optum Global Solutions
Muntinlupa City, Philippines
11 2020 - 03 2022
- Established and activated new customer accounts.
- Maintained quality control standards to ensure superior customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification
- Assisted customers with billing, payment processing, considering payment plans/automation
- Maintained knowledge of current promotions, modified guidelines and security practices.
- Interpreted laws and regulations for client understanding.
Representative
Teleperformance Alphaland
Makati City, Philippines
01 2020 - 11 2020
- Demonstrated exceptional service skills by going above and beyond over the phone.
- Dealt with Premier Business Account for Sprint prior to the transition, due to the Merger with T-Mobile.
- Utilized broad knowledge to recommend solutions to potential customers.
- Maintained customer interaction and activity records via CRM.
- Processed customer orders and collected payment information
- Identified needs of customers promptly and efficiently
- Displayed strong telephone etiquette, effectively handling difficult calls.
Customer Service Representative
Veesham Printing Press LLC
Dubai, United Arab Emirates
05 2018 - 08 2019
- Maintained databases to ensure their seamless operation.
- Produced detailed monthly summary reports highlighting sales and collections.
- Compiled data for submission to Finance Manager, CEO.
- Managed billing tasks and coordinated escalation processes.
- Processed invoices and payments.
- Executed various office administration responsibilities.
- Delivered reports to Admin Manager.
Travel Consultant
INTERGLOBE TECHNOLOGIES
Manila
07 2017 - 12 2017
- Handled Business to Business and Business to Consumer inquiries for Trip Advisor
- Taken in inbound calls, processed, responded emails efficiently
- Coordinated concerns via appropriate department.
- Initiated outbound calls whenever necessary
- Utilized company tools and systems to complete requests
- Addressed client inquiries and resolved issues and complaints regarding various travel arrangements
Partner Support Representative/Sales SupportPhilippines
SUNPOWER PHILIPPINES LTD
Laguna, Philippines
07 2016 - 01 2017
- Sales Order Fulfillment
- Created weekly reports and interpreted data with the TEAM over WEBEX and Project Managers in the US
- Data Management
- Communicated and Progressed request via various points/ departments.
Fraud Recovery Specialist, Inquiry Agent/Sales
JP Morgan Chase & Co.
Manila
08 2014 - 04 2016
- Analyzed fraud claims for Chase customers, limited to travel and entertainment, with transactions ranging from $1 to $5,000 for recovery and mitigation.
- Facilitated outbound calls for Reasonable Investigations.
- Handled Merchant calls for investigation outcomes, disputes, fraud patterns
- Handled VIP Accounts.
- Utilized multiple data sources for efficiency.
- Documented investigative findings.
Billing and General Inquiry Agent
Convergys Phillipines Inc
Northgate, Alabang, Muntinlupa City, Philippines
05 2010 - 06 2012
- Dealt with complex billing concerns efficiently, report creation, credit card payment processing, payment setups
- Customer Retention Strategies
- Customer Account Management
- Multitasking and Prioritization
- Call Documentation
- De-escalation Techniques
- Provided Basic Troubleshooting
- Offered DTV Programs/ Basic Package/PPV, NFL Sunday Ticket
- Developed trusting relationships with customers by making personal connections
- Adhered to company initiatives and achieved established goals.
Customer Service Representative
DATA RESEARCH INC
Manila, Philippines
09 2008 - 05 2010
- Initiated outbound calls for Final Title Polic for First American Core Logic Listings
- Taken in inbound calls to assist customers in getting Leads to loan, sorting out data, narrowing down searches via various web-based applications
- Upheld quality control policies and procedures for excellent service
- Asked probing questions for efficiency and leads accuracy, materialization
- Handled billing concerns, new procedure implementations, payment processing and setups.
Education
High School Diploma -
Agusan National Science High School
Butuan City. Agusan Del Norte04-2022
Bachelor of Science - Computer Science
University of Muntinlupa City
Muntinlupa City04-2007
Skills
- Strategic sales knowledge
- Exceptional communication
- Multi-line phone talent
- Credit card processing
- Basic computer knowledge
- Adaptive team player
- Results-oriented
- Creative problem-solving
- Customer loyalty building
References
Accomplishments
- Emergency Scout and consistent honor student in High School
- Highest Distinction Award at the City of Muntinlupa University, 2007
- Outstanding Student Awardee at the City of Muntinlupa University, 2006
- Best in AHT, Top Agent, CSAT Driver at Convergys, Philippines, 2011
- Exceeded Customer Satisfaction Award at Chase, 2014
- Perfect Attendance Award, 100% Compliance, and EHT Award 2018
- CSAT Driver at Optum Global Solutions 2020
- Customer Service Champion at Aio Nissay Dowa 2024
Certification
- Customer Service Pathway 2025
- Skills For Life Pathway 2025
- Stress and Resilience Pathway 2025
- NZ Full Driver Licence 2023 -2033
Timeline
Customer Service Representative
Aioi Nissay Dowa New Zealand Limited
05 2023 - 01 2025
Advocate/ CSR
Optum Global Solutions
11 2020 - 03 2022
Representative
Teleperformance Alphaland
01 2020 - 11 2020
Customer Service Representative
Veesham Printing Press LLC
05 2018 - 08 2019
Travel Consultant
INTERGLOBE TECHNOLOGIES
07 2017 - 12 2017
Partner Support Representative/Sales SupportPhilippines
SUNPOWER PHILIPPINES LTD
07 2016 - 01 2017
Fraud Recovery Specialist, Inquiry Agent/Sales
JP Morgan Chase & Co.
08 2014 - 04 2016
Billing and General Inquiry Agent
Convergys Phillipines Inc
05 2010 - 06 2012
Customer Service Representative
DATA RESEARCH INC
09 2008 - 05 2010
Migration to New Zealand
None
1 1 - 11.2022
High School Diploma -
Agusan National Science High School
Bachelor of Science - Computer Science
University of Muntinlupa City
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