Hannah Bertumen is seeking a position that utilizes her strong communication, organizational, and customer service skills. She has over 5 years of experience in customer service roles handling credit card accounts and providing assistance to US-based customers. Her experience includes positions at Capital One Philippines Support Services Corp., HSBC Data Processing Philippines, and Convergys Alabang, where she consistently met performance metrics and coached fellow agents. She holds a Bachelor's degree in Economics from the University of the Philippines, Los Baños.

1. Hannah Bertumen
18 Horseshoe Dr Monark Subd Pamplona Las Piñas City Philippines 1740
+63 917 717 4853
hannah_bertumen@yahoo.com.ph
Passport: EC1059509
Skype ID: hannah_bertumen@yahoo.com.ph
Objective I am looking to secure a position that will enable me to use my strong
communication & organizational skills, customer service background and my ability
to work well with people.
Experience Senior Operations Representative
Capital One Philippines Support Services Corp. (COPSSC), 5150 North Bridgeway,
Northgate Filinvest, Alabang, Muntinlupa City, Philippines
October 2013 – September2016
• Takes inbound calls and/or make outbound calls to handle account-related
concerns and recommend optimal solutions within the desired level of
customer service delivery
• Handles US credit card accounts for specific stores
• Understands and adheres to company policies and procedures
• Updates account information, as customer requested
• Transfers the customer to the appropriate department, as needed
• Displays expertise in product and service knowledge
Strengths and achievements:
• Consistently meeting expectations and beyond on a month to month basis in
all performance metrics
• Coaching fellow agents for performance improvement
• Quality monitoring through listening and rating calls
Customer Service Associate
HSBC Data Processing Philippines (HDPP), 5150 North Bridgeway, Northgate Filinvest,
Alabang, Muntinlupa City, Philippines
October 2011 – September2013
• Provided customer service through assisting US-based cardholders with their
credit card accounts
• Had sales experience offering enhancement services such as account
protection and credit protection programs

2. 2 Hannah Bertumen
18 Horseshoe Dr Monark Subd Pamplona Las Piñas City Philippines 1740
+63917 717 4853 hannah_bertumen@yahoo.com.ph
• Upsells new products to direct customer to support sales initiative or
campaign
Strengths and achievements:
• Consistently met expectations and beyond in all performance metrics
• Assisted immediatesupervisor in handling the team
• Regularly coached fellow agents for performance improvement
Customer Service Representative
Convergys Alabang, Block 44, North Bridgeway, Northgate Cyberzone, Filinvest,
Alabang, Muntinlupa City, Philippines
February 2011 – June 2011
• Worked as a customer service provider for a cable company in the United
States.
• Assisted customers with account-related concerns like statements and
charges, basic troubleshooting and also offered additional television
programs
Trainings Web-based Trainings:
• Introduction to Critical Thinking December 2014
• Net Promoter Score (NPS) 101 December 2014
• Sharing Customer Data with Affiliates September 2015
And Third Parties
• Positive Voice Tone April 2016
• Delivering the No (PositiveScripting) May 2016
• Effective Listening Skills May 2016
• Summarizing the Call Training June 2016
Yearly Web-based Trainings:
• Americans with Disabilities Act (ADA) General Awareness
• Information Retention Policy
• Service members Civil Relief Act (SCRA) General Awareness and Customer
Contact
• Financial Exploitation of Vulnerables
• Foreign Corrupt Practices Acts General Awareness Training
• Information Security
• Insider Trading Awareness
• UDAAP General Awareness

3. 3 Hannah Bertumen
18 Horseshoe Dr Monark Subd Pamplona Las Piñas City Philippines 1740
+63917 717 4853 hannah_bertumen@yahoo.com.ph
• Anti-Money Laundering
• Privacy Training
Education Bachelor of Science in Economics (undergraduate)
University of the Philippines, Los Baños
Attended School Year: 2006 - 2010
Secondary
Divine Light Academy, Las Piñas City
Graduated: 2006
References JC Rodriguez, Senior Unit Manager, COPSSC
Contact #: +63917 861 2885
Michelle Esguerra, Unit Manager, COPSSC
Contact #: +63917 557 4806
Rizhelle Sanglay, Unit Manager, COPSSC
Contact #: +63917 100 0115
Arvin Buan, Senior Operations Representative, COPSSC
Contact #: +63 925 852 2770 Email: aseyernaub@gmail.com