1. MICHELLE ANNE PAGTALUNAN
Unit 10446 Fountain Breeze Condominium
Lombos Avenue, Sucat, Paranaque City
E-mail address: annebobadilla@yahoo.com
Mobile #: 09273745697
CAREER FOCUS
A Customer Service professional with diverse background in Human Resources, Benefits , Financial Institution & Life
and Health Insurance. Proficient in learning new task and exceeding expectations.
SUMMARY OF QUALIFICATIONS
• Strong communication and problem solving skills both written and verbal
• Proficient with Excel, Access, Windows - DOS, word processing, power point and screen navigation
• Ability to conduct and facilitate training.
• With the ability to prioritize and execute work effectively under time constraint
• With a high level of enthusiasm for work
• Recognized for strong follow-through and skills, ensuring optimal client service productivity
• Strong motivator with good interpersonal, verbal and written communication skills in English
• Ability to Track and analyze compliance to call center service standards
• Excellent multi-tasking skills
• With Payroll and accounting background.
EMPLOYMENT HISTORY
ACS, A Xerox Company
Quality Assurance Analyst - January 2011 to present
Customer Service Representative - October 14, 2009 to January 30, 2011
Apprenticeship:
Team Leader Apprentice for New Hire - December 2012 to January 2013
Training Advocate - November 2010 to January 30, 2011
AIG BPSI American General Insurance
Customer Care Specialist - January 30, 2009 - October 14, 2009
APAC Customer Service Inc.
Customer Service Representative - April 11, 2005 – May 5, 2008
Convergys Philippines
Customer Service Representative - March 14, 2004 – March 2005

2. EMPLOYMENT SUMMARY
Learning and Development
 Works hand in hand with team manager and send instant feedback on performance concerns, disconnected
calls and auto fail calls/transactions.
 Worked autonomously within a team of Data Analysts, to analyze, review, update, edit, clean, translate, and
ensure accuracy of customer data.
 Reviewed and performed quality control audits monthly on the work of colleagues within our department.
 Met daily and weekly scan goals.
 Accurately prepare all quality reports to be submitted to the client and management.
 Participated in all meetings and calibration with Quality and Operations and ensured consistent scoring.
 Responsible for being objective liaison on behalf of the client to the vendors.
 Creates and revises systems and procedures by analyzing operating practices.
 Tracked call results and conducted trend analysis based on results of monitors and improved quality and
training.
 Provides assistance, training and troubleshooting support to lower level staff needs.
 Provides information by answering questions and requests
 Maintains professional and technical knowledge by attending educational workshops.
 Checks and corrects email correspondence for all email communications before sending it to the client.
 Creates and update phone scripts, email templates and standardize email responses for easy reference of
the team.
 Escalates System issues to IT department
 Assist training team in conducting the product specifics of HSA
 Sends end of day report and updates the records of the agent regarding attendance and access to the
system.
 Facilitates a part of the training module all throughout the training period
 Assist trainees during on readiness training and conducts deliberation at the end of the day.
People Management
 Provide the team with a vision of the project objectives
 Motivate and inspire team members
 Lead by setting a good example (role model) - behavior consistent with words
 Coach and help develop team members; help resolve dysfunctional behavior
 Facilitate problem solving and collaboration
 Strive for team consensus and win-win agreements
 Ensure discussions and decisions lead toward closure
 Maintain healthy group dynamics
 Intervene when necessary to aid the group in resolving issues
 Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort
 Responds to telephone inquiries and complaints using standard scripts and procedures.
 Gathers information, researches/resolves inquiries and logs customer calls.
 Communicates appropriate options for resolution in a timely manner.
 Informs customers about services available and assesses customer needs.
 Provides functional guidance, training and assistance to lower level staff.
 Provides assistance, training and troubleshooting support to lower level staff.
 Prepares standard reports to track workload, response time and quality of input.
 Assists in planning and implementing department goals and makes recommendations to management to
improve efficiency and effectiveness.
Customer Service

3.  Responds to telephone inquiries and complaints using standard scripts and procedures.
 Gathers information, researches/resolves inquiries and logs customer calls.
 Communicates appropriate options for resolution in a timely manner.
 Informs customers about services available and assesses customer needs.
 Assists providers and members getting benefits and help them understand how the insurance work
 Quoting Benefits for individual , small group and large group policy holders
 Analyzes claims , routing claims to senior group for adjustment
 Routing request to senior representative for approval
 Transfer calls to other department
 Provides detailed explanation of the billing statement
 Accepts payments through credit card and checking account
 Provides assistance in activation and solves technical issues in receiver
 Assist in troubleshooting satellite dish and ordering PPV
EDUCATION AND TRAININGS
Bachelor’s Degree in Electronics and Communications Engineering
MAPUA INSTITUTE OF TECHNOLOGY
Intramuros, Manila
Graduated: July 2002
Jan 1, 2015 Certified to Audit GSK HRSC Calls, Emails and Chat
ACS Xerox Learning and Development
Manila Philippines
February 28, 2014 Certified to Audit GSK Human Resources Data Processing and Payroll Notifications
ACS Xerox Learning and Development
Manila Philippines
February 5, 2014 US Tax Training
Effective Business Communication Workshop
ACS Xerox Learning and Development
Manila Philippines
October 14, 2013 Xerox Customer Service Workshop (Email Etiquette, Phone Etiquette)
ACS Xerox Learning and Development
Manila Philippines
Oct 6, 2013 Xerox Quick Solver
ACS Xerox Learning and Development
Manila Philippines
Apr 25, 2011 HR Labor Relations Management Workshop
ACS -Xerox HR Team
Manila Philippines
Oct 1, 2010 Leadership Workshop
ACS -Xerox HR Team
Manila Philippines
Jun 1, 2010 Excel Workshop level 1 and 2
ACS -Xerox RA Team
Manila Philippines
Oct 14, 2009 Core Training (basics of insurance, retirement plan, health and welfare)
ACS Xerox Learning and Development
Manila Philippines