1. GEMMARIE SALGADO
Quezon City, Philippines
+63925-542-6733
gemmarie.francisco@gmail.com
An experienced customer service professional with a diverse background on multiple campaign
processes, having a strong reputation for providing outstanding results in solving customer
issues. I have constantly gained customer-initiated commendations and performance based
awards yielding improved numbers for the business.
Summary of Qualifications:
1. As a customer service professional, I provided top-notch service to customers by solving
issues a timely manner; and provided regular feedback until a resolution is available for matters
beyond my scope.
2. As a team member, I helped other members of the team in their areas of improvement
during group coaching or huddle.
3. As a team member, I initiated the creation of tools/programs to make certain call and email
transactions more efficient and; another tool to monitor and manage an agent’s performance.
Relevant Training:
• Online Marketing Basics
• Social Media Marketing
• Transaction Coordination Basics
• Basic Excel
• Basic HTML
• Broker's Price Opinion
• Google Adwords
• Google Analytics and Webmaster Tools
• Google Forms and Sheets
• Hootsuite and Business Presentations
• Virtual Tours
• Flyer Creation
• Dotloop and GreenSheets
• Listing Management
• Business Writing
2. Inside Sales Agent - Training knowledge
• Buyer and Seller Real Estate practices including documentation per transaction type.
• Acquisition and liquidation of Bank Owned property
• Bank qualifications/approval for Short Sale; REO property
• Internet Marketing forms, Lead sources, CRM or Database Entry
• Common Lead Management systems including Boomtown, Market Leader and Tigerleads
Professional Experience
August 2012 – January 2016 Genpact Services, LLC Quezon City
Process Associate
Answered an average of 40 calls per day from members, healthcare providers and
insurance brokers; and provided first contact resolution to inquiries on health insurance
concerns by using active listening skills and thorough knowledge of policies.
Responded on average of 20 emails from members, healthcare providers and insurance
brokers on health insurance inquiries and complaints by using keen eye on details and
systematic approach on problem solving
May 2011 – June 2012 APAC Customer Services, INC Quezon City
Customer Service Associate
Answered an average of 60 calls per day from newspaper subscribers and provided first
call resolution to inquiries and complaints by using effective communication skills.
Saved average of 25% of unsubscribing customers by providing promotional offers
through effective sales pitch delivery
Education
June 2005 – October 2008 Our Lady of Fatima University Valenzuela City
Bachelor of Science in Nursing
Upper 5% of the graduating class
GWA of 2.0
June 2002 – October 2003 University of the Philippines Los Banos, Laguna
Bachelor of Science in Human Ecology
