Hazel Cabigting
Summary
Highly-motivated professional with over 18 years of strong relevant background in Customer Service with desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
20
20
years of professional experience
Work History
Associate Multi Channel Specialist
DBS Bank Ltd
04.2011 - Current
- Handles enquiries for mass market and Wealth clients regarding loans, insurance and investment through phone and email.
- Identify customer needs by asking questions and advising on best solutions.
- Provides every account holder with comprehensive assistance regarding their accounts and investments.
- Resolves customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Documents customer correspondence in CRM to track requests, problems and solutions.
- Maintains knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Mentors new employees via buddy system program on procedures and policies to maximize team performance.
- Participates in team projects, demonstrating an ability to work collaboratively and effectively.
Customer Service Representative
Tele-Centre Pte Ltd
04.2008 - 03.2011
- Handled account enquiry for SGX (Singapore Stocks Exchange) and Central Depository (CDP). Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Handled sales campaigns for Singtel (Singapore Telecom) SPEAR System for account retentions. Presented accurate estimates to inform customers of service charges and expectations. Contacted customers about potential service upgrades, new mobile services and account changes.
- Handled adhoc campaign for Healthcare Information and Management Systems Society (HIMMS) for Annual Convention across Asia Pacific Region. Scheduled and coordinated conference for Health Professionals and Health Directors
- Outsourced to Caltex handling fleet cards. Tracked job status by entering work orders and change orders into SAP CRM.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Customer Sales Officer
ICT Citibank USA
04.2006 - 05.2008
- Caters American Market (USA) for Citibank Cardholders offering Identity Monitor
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements to safeguard one's identity when using credit card.
- Provides excellent sales service/skills through phone.
- Consistent 100% on call quality and sales agent, meeting maximum commission monthly.
- Maintained comprehensive understanding of company offerings to drive consistent sales through phone meeting campaign KPIs.
- Mentored sales team members, offering continuous support for professional development.
- Monitored, evaluated calls and updates agent's score cards making sure that individual KPIs are being met.
- Worked well in a team setting, providing support and guidance.
Customer Service/Sales Officer
Cyber City TeleServices Pte LTd - Dell USA
09.2004 - 04.2006
- Handles inbound and outbound sales for Dell that caters American Market (Dell USA). Provides excellent sales service through phone.
- Processed extended warranties (software warranty), Dell on Call sales, account updating and up sell products and support for Dell consumers
- Provides basic troubleshooting for Dell computers.
- Engaged positively with each customer, providing professional and polite support for sales and service needs.
- Answered customer questions and responded quickly to problems and complaints on phone and by email.
- Regularly met or exceeded established sales goals by implementing strategic closing techniques.
- Offered product and service consultations and employed upselling techniques.
- Improved customer service feedback scores through outstanding service.
- Processed orders/service request through CRM.
- Spearheaded ad hoc campaigns offering customer service for catalogue shopping catering US Market.
Sales Team Lead
Publicist Sparks Ltd - Nestle Philippines
06.2003 - 01.2004
- Handled motivated sales agent promoting Nestle Philippines products within Central Luzon Philippines
- Creatively produced new marketing strategies via website targeting.
- Identified and acted on growth opportunities and development options for business.
- Responsible in generating and maintaining daily, weekly and monthly sales reports. Improved profitability by executing daily, weekly and monthly floor plan changes.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Monitored team sales targets and addressed deficiencies.
- Mentored employees in management of complicated sales, complex issues and difficult customers.
- Organized and updated schedules to optimize coverage for expected customer demands.
- Motivated higher sales through incentives, reward-based programs and positive reinforcement of good sales practices.
- Maintained detailed and accurate accounting records by overseeing documentation of sales.
Education
Bachelor of Science - Information System Management
Tarlac State University
Philippines04.2003
Skills
- Multi-Channel Campaigns
- Knowledgeable in telephony systems and web applications : Microsoft Office, Avaya, NICE, SAP CRM
- A creative thinker, able to conceptualize innovative solutions for complex problems
- Quick to embrace challenge and changes in priority, providing significant result and high levels of accuracy
- Able to work well in a team, contributing ideas and cooperating with others to achieve common goals Exceptional interpersonal skills, able to communicate effectively and collaborate in diverse teams
- An effective written and verbal communicator, with the ability to convey information clearly and concisely
- Able to priorities tasks effectively, ensuring efficient allocation of time and resources to maximize productivity
- Meticulous and detail oriented professional with an eye for accuracy
- Highly self motivated professional with strong intrinsic drive to excel and achieve results
Timeline
Associate Multi Channel Specialist
DBS Bank Ltd
04.2011 - Current
Customer Service Representative
Tele-Centre Pte Ltd
04.2008 - 03.2011
Customer Sales Officer
ICT Citibank USA
04.2006 - 05.2008
Customer Service/Sales Officer
Cyber City TeleServices Pte LTd - Dell USA
09.2004 - 04.2006
Sales Team Lead
Publicist Sparks Ltd - Nestle Philippines
06.2003 - 01.2004
Bachelor of Science - Information System Management
Tarlac State University
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