CHERRYL AUSTRIA

• Responsible for overseeing and supervising the daily operations of the club customer service department. • Handles customer inquiries and escalated concerns and issues. • Address staffing requirements, including hiring, training, development and retention of staff. • Work with the Club and Restaurant Manager to create a high-quality club and dining experience that supports revenue growth and enhances customer experience. • Operate cash registers and processing of payments to assists cashiers on peak hours. • Responsible for balancing daily sales collections and transactions. • Oversee payroll administration, prepare periodic sales and expense report, manuals and correspondence. • Monitors invoice, account statements, payroll, purchase orders and expenditures. • Monitors quantity of stocks, stock level and stock delivery on site. • Negotiating contracts with vendors and suppliers. • Assist kitchen staff in food preparation duties to help with food production • Assist restaurant staffs to serve foods in a fast, efficient and friendly manner • Involve in food presentation to maintain proper food handling, safety and sanitation standards

• Supervise and direct all aspects of operations for the location including staffing, customer service, merchandising and inventory management. • Recruiting, training, scheduling, coaching, and managing customer service and sales teams to meet sales and marketing human resource objectives. • Provide high standard of customer service including scheduling of installation and maintenance, customer complaints, customer needs analysis. • Dispatch technicians in a timely manner to ensure immediate resolution of technical issues of customers. • Supervise, manage and motivate staff for the location including rostering, discipline, training and recruitment in liaison with HRD Department. • Review and maintain layout, merchandising, completion and integrity of price tags and implement approved promotions including liaison with suppliers. • Responsible for Second Level Support and Escalation. • Provide service to satisfy all end user customer needs for account issues, new installations and maintenance. • Manage customer queries thru email, social media accounts and phone to ensure customer satisfaction through responding with reliability. • Document, track, monitor clients logged issues to ensure a timely resolution • Create and implement new data packages for individual consumers, corporate and sme clients. • Responsible for outdoor promotions and company sales blitzes. • Promoting the company’s existing data promos and packages • Implementing new sales plans and advertising strategies. • Maintaining relationships with important clients by making regular visits, understanding their needs, and anticipating new marketing opportunities. • Staying current in the industry by attending educational opportunities thru conferences and seminars.

• Processes and delegates service order provisioning transactions by priority level within the service level agreement. • Ensures proper and complete training of all customer service personnel and aftersales staffs. • Administers corrective action and preventive measures every time there are variances, discrepancies, and exceptions reports and other errors of the personnel. • Ensures proper handling and verification of customer’s complaints. • Ensures that all enquiries are completely and properly answered • Verifies requests using requirements submitted. Minor systems and other tools are available in the Business Center. • Approves any transactions with accordance to the service level. • Ensures complete processing and escalation of aftersales concerns. • Responsible for post-checking and monitoring of aftersales requests to ensure end-to-end processing within 24 hours. • Ensures subscriber always gets feedback on the status of the request. • Monitoring of logbooks and post-checking schedule. • Ensures all cashiers are properly trained and updated on cashiering policies and procedures. • Manages the cashiers to ensure that they completely and properly accomplish their responsibilities. • Ensures regularity of collection skimming by the cashiers. • Ensures proper turnover and accountability of all endorsement of keys, cash and stocks handled by the cashiers. • Ensures security of everything handled by the cashiers especially the vault. • Monitors proper decrementation of all products and encoding of all manual OR’s within the day as soon as reason for issuing manual OR is resolved. • Reviews and validates the correctness and completeness of the collection package by going through the collection package checklist • Ensures timely deposits of collections to Authorized Depository Bank within the agreed/set bank pick-up schedule. • Provides corrective action and preventive measures for cashiering errors and exceptions. Ensures that exception reports are answered and corrected within 24 hours.

• Handles service modification like change of billing address, change of plan, change number, loyalty rewards (bill rebate tagging and handset upgrade), temporary disconnection, permanent disconnection and reconnection of accounts. • Handles callout and confirmation for termination request for consumer accounts, small and medium business accounts and corporate accounts for handyphone numbers. • Process permanent disconnection and reconnection upon confirmation by customer service representative • Handles endorsements from Platinum account managers or other segments and department as needed. • Handles service modification for line balancers (outsource). • Answers inquiry and endorsement thru email. • Execution of permanent disconnection of the accounts part of the hanging TD list (across all categories). • Conducts meetings, briefings and huddles to co-teammates. • Updates the bulletin board for productivity of the day each agent. • Handles team attendance submitted to Analytics for records. • Handles callout for surveys, adhoc campaigns, predictive churn and customer relationship campaigns. • Handles Platinum repair, roaming concerns, lost phone and service unit availability for platinum subscribers. • Monitors attendance and break schedule for callout agents. • Handles special project: Research for competitors loyalty offer. • Monitors system downtime reported to Investigation Service Group. • Handles consolidation report for adhoc and survey campaigns

 Utilizes appropriate resources for problem-solving using 6 different gui's for different states.  Handles calls for Local and Long Distance repair,Small business repair, DSL repair and Precon concerns.  Handles calls from the 1st level if the call is transferred in, asking the frontline if Risk Factors have been completed. If call is directly from customer, verify 2 pieces of account information to provide account specific information or making a change to the account.  Resolves concern accurately on a timely manner.  Confirms service address/access restrictions for Inside Wire/Outside Wire Tickets.  Follows outlined escalation guidelines when handling an escalated situation.  Leaves a Customer Service note and/or a Credit note for future references.  Follows established credit guidelines for customers who reimburse the days that they dont have any service.  Properly escalates repeat Outside Wire issues.  Adheres to State-Specific Guidelines and Explains and transfers to appropriate department.  Adheres to transfer courtesies (coaching only).  Explains each action/step to be taken to meet resolution.  Follows up on action taken or tickets opened.  Gives clear explanations that includes the WHY something can/cannot be done, when appropriate.  Provides recap of actions taken/to be taken: Communicate appropriate ticket information to customer.  Opens a ticket in the TNT/Visionplus Tracker.  Responsible for the follow up with the customer and closing the ticket out in Vision Plus-OSW in tech call backs.  Submit orders for features and wiresolution orders on customers requests.  Documenting a ticket in VisionPlus.  Communicate scheduled date and timeframe,work type,cost,terms and conditions for isw tickets.  Submit Manual orders in LSOF for features that need to be remove or add on customer's account.  Open tickets using ETMS (Enterprise Trouble Management System) that allows representative to report trouble on voicemail system.  Escalate tickets for: Missed Tech Appointments, Sooner Appointments (outside of 48 busineshours) Medical Emergencies, Tech Complaints, Billing Issues that cannot be completed in Vision Plus by rep Tech Damage.Contact the ISW vendor directly to escalate tickets if customer cant wait the above time frames which is up to 2 bus hours. Send manual order for nid moves or buried drop wire.

 Provide technical support to direct and indirect customer.  Ensure customer's technical inquiries are promptly answered to achieve high-quality customer service.  Acquire and maintain knowledge of relevant product offerings, current support policies, and methods of support delivery.  Ensure the customer support database is updated as required and that all incidents recorded in the customer support database are classified correctly and closed promptly for Easycall customers/subscribers nationwide.  Provides support through live response via phone, fax & e-mail to confirm technical assistance requirements and perform consultation and remote product to customers.  Acts as consultant on product technical issues including installation, configuration, troubleshooting and product design.  Solves or coordinates problem resolution by ensuring that customer system, installation and configuration are solid.  Determines problem cause and conducts remote diagnostics via modem connection; determines fix and assists in implementation.  Determines and responds appropriately to contractual status of customers.  Identifies and relays sales opportunities for products and services.

 Responsible for giving live response about billing, products and services, and after-sales-service.  handles calls for follow-up and facility check for prospect clients.  provides support via phone, fax, and email to confirm technical assistance requirements.  performs consultation and remote product diagnostics to customers, service organizations and department.  acts as a consultant on product technical issues that includes installation, configuration, troubleshooting, and product design to internet service.  Resolves and coordinates problem resolution by ensuring that customer system, installation, and configuration are solid.  conducts remote diagnostics via modem connection.  determines problem cause, fix and assists in implementation.  monitors calls for unusual situation, issues alerts; provides rapid response notices for down connections resulting from product issues.  provides early warning for unusual down connection.

 Provide technical support to direct and indirect customer  Ensure customer’s technical inquiries are promptly answered to achieve high-quality customer service.  Acquire and maintain knowledge of relevant product offerings, current support policies, and methods of support delivery.  Ensure the customer support database is updated as required and that all incidents recorded in the customer support database are classified correctly and closed promptly for Easycall customers/ subscribers nationwide.  Provides support through live response via phone, fax & email to confirm technical assistance requirements and perform consultation and remote product to customers.  Acts as consultant on product technical issues including installation, configuration, troubleshooting and product design.  Solves or coordinates problem resolution by ensuring that customer system, installation and configuration are solid.  Determines problem cause and conducts remote diagnostics via modem connection, determines fix and assists in implementation.  Determines and responds appropriately to contractural status of customers.  Identifies and relay sales opportunities for products and services.  Attends to the customers inquiries regarding their billing and current usage of their internet service.

 handles and receives calls from subscribers/callers, encode the message as it is and transmit it with accuracy.  prepares the list of designated post for message handling specialist.  assist the team leaders and supervisors in preparing the daily and monthly schedule of the message handler.  provides assistance to the operators on the product inquiries and billing queries.  prepares the monthly report which includes the list of names of the message handlers for designated nodes with their typing accuracy for the week and month.  To be deploy at customer service department when needed to answer calls and inquiries for the products and services of the company.

 handles calls for prospective clients and introduce the products and services of Eversafe International.  attendance recording; petty cash management; monitors office supplies.  logistics scheduling; update of customer support database records.  primarily engaged in the deployment, supervision, day-to-day motivation and coaching of customer support who are involved in executing and implementing assigned customer programs.  handles inbound order-taking, customer care or customer service programs and outbound telemarketing.  primary goal is to effectively lead the team in the fulfillment of customer support commitments as well as the achievement of productivity quality objectives.  oversee the call handling and call accuracy of the customer support, compliance with standard scripts and spiels.  effective closing and handling of customer issues, computer navigation, data encoding and adherence to established customer service and quality standards.