1. Ana Marie Bellosillo - Balagtas
Block 129 #8-856 Rivervale St. Singapore 540129
Cell. No. (Singapore) +6597733049
Experienced in providing customer support in busy call center environments for various markets
(bank, cable provider, phone provider, medical, government agency). I have the unwavering
commitment to customer service, resolve complex issues and win customer loyalty. I am process-
oriented and flexible enough to thrive in a startup setting, who enjoys the detailed nature of the
work, enjoys hands-on tasks but can also see the big picture and implement process
improvements.
Experience
Capita PTE LTD.
Assigned to: HCL Insys
Senior Customer Service Executive
November 18, 2014 – April 29, 2016
• Assists the Team Lead in managing the team. Ensures daily responsibilities are
accomplished by team mates on an assigned work shift. This includes delegating daily tasks,
answering teammate’s questions and resolving issues.
• Created the training manual and guidelines are being conducted to new employees.
• Handles training with new employees on Email Handling.
• Manages the incoming emails that requires technical assistance from 20 different
government agencies
• Analysis of incoming emails. Identifies new incidents and ensures the emails are logged
within the required SLA (Service Level Agreement).
• Does case analysis to identify factors affecting failed SLA
• Ensuring all emails are attended to and responded in a timely manner.
• Assists in coaching agents and in identifying errors to help improve and deliver better
customer service to affected users.
• Provides and generates date for case analysis and identifies the top 10 weekly issues.
• Provides input to Service Desk Management regarding Continuous Improvement
opportunities.
• Handles customer escalations and assists in pacifying and providing work-around in issues
and provide positive customer experience.
• Familiarity of the CA Tool for case logging, searching and modification of Incidents.
HP Enterprise Service
Customer Service Executive
Singapore
August 2011 – September 26, 2014
• Responsible for direct support of users contacting the SOE Service Desk for assistance with
Incidents as defined in the Incident Management Process and in accordance with the Service
Desk Procedures.
• Receive calls and emails from end users and other Agency Service Desks / Help Desks, and
create Incident tickets, logging all pertinent information.
• Provides initial assessment of categorization and prioritization for reported Incidents and
provides initial support, targeting a higher level of first contact resolution.

2. • Ensures Incidents are properly escalated and assigned to appropriate support groups.
• Provides communication to end users concerning the status of Incidents, Service Requests,
and changes.
• Perform hierarchical escalation to Service Desk Management and Incident Management.
• Compiles data through Incident entry that will be used for management information and
reporting.
• Maintains ownership of Incidents, ensuring status update and resolution according to SLAs.
• Attend and receive all required training.
• Raises RFCs (Raise For Comments) if required to facilitate Incident resolution.
• Provides FCRs (First Call Resolution) to issues that can be resolved at first contact with
users.
• Provides input to Service Desk Management regarding Continuous Improvement
opportunities.
• Familiarity of the BMC Remedy tool for case logging, searching and modification of
Incidents.
Silverlinx BPO Inc.
Operations Manager
Roxas City, Capiz Philippines
August 1, 2009 – July 30, 2011
• Determines call center operational strategies by conducting needs assessments,
performance reviews, capacity planning, and cost/benefit analyses;
• Maintains and improves call center operations by monitoring system performance;
identifying and resolving problems; preparing and completing action plans; completing
system audits and analyses; managing system and process improvement and quality
assurance programs; installing upgrades.
• Accomplishes call center human resource objectives by recruiting, selecting, orienting,
training, assigning, coaching, counseling, and disciplining employees; administering
scheduling systems; communicating job expectations; planning, monitoring, appraising, and
reviewing job contributions; planning and reviewing compensation actions; enforcing
policies and procedures.
• Meets call center financial objectives by estimating requirements; preparing an annual
budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Prepares call center performance reports by collecting, analyzing, and summarizing data
and trends.
• Accomplishes organization goals by accepting ownership for accomplishing new and different
requests; exploring opportunities to add value to job accomplishments.
HSBC – HDPP
US Collections – Collections Representive
Manila, Philippines
March 26, 2007 – July 2009
• Responsible in calling customers and informing clients of overdue account and amount
currently owed and ensuring the at least minimum payment is made within the call or
negotiate appropriate resolutions.
• Encourages customers to set up payment plan to avoid payment delinquency while following
federal and state laws dealing with debt collection.
• Record new commitment to repay debt.
• Send correspondence to customer in accordance to company policies and procedures.
• Update and verify customer information on computer system. Recognize potential high risk
accounts and develop techniques to help collect money and streamline processes.
Convergys Corporation – Commonweath
DIRECTV – Team Leader
Manila, Philippines

3. June 24, 2005 – March 5, 2007
ICT Group
Technical Support Agent
Manila, Philippines
May 2004 – March 2005
Vonage – Sales
Vonage Mentor Team Leader
Manila, Philippines
December 2002 – February 2004
Education
1997.2001 AB Communication Arts Miriam College Foundation Inc.
Katipunan Road, Quezon City
Philippines
1987.1997 Grade School to Saint Mary’s Academy of Capiz
High School Roxas City, Capiz Philippines
With Honors
August 2014 ITIL Foundation (Syllabus 2011) Certified
November 15, 2015 Certified Business Professional-Business Communication
Skills/Interest
Skill Name Skill Level Last Used/Experience
Customer Service Expert Currently used/10 years
Call Center Service Operations Expert Currently used/10 years
Complaint Handling/Dispute Resolution Expert Currently used/10 years
Sales Lead Generation Expert Currently used/10 years
Data Entry/Records Management Expert Currently used/10 years
Multiline Phone Use Expert Currently used/10years
Microsoft Office Intermediate Currently used/8 years
References:
Arjay Cabello
Service Desk Team Lead
HCL Insys – Singapore
+6593832484
Vinay Sagar
Service Delivery Manager
HCL Insys – Singapore
+6593850310