Mae A.

Concepcion

+639293290420 Bacungan, Naujan, Oriental Mindoro

dorae.blue78@gmail.com; None
concepcion.mae0478@gmail.com

Work Experience
Customer Service Representative
TTEC,Philippines, 09/2012- – Present
Client name: Telstra (Australia based Telecommunication company) Account line of business: -Credit
Management *Front of House Inbound and Outbound Collection | Consumer and Business accunts.
Responsibilities: -Setting up a negotiable payment plan inline with the customer's preferences, needs, financial
and current status. -Assist the customer in processing payment/s on the account thru various payment
method available online. -Verify and assist a misrouted customer with any related Credit Management issue
before directing them to the appropriate team or area to attend to the real purpose of their call. -Calling an
outside collection agency on behalf of the customer to verify an account status and advise the customer to
settle the outstanding debt that had been referred or sold with the agency. *Post Application Credit Check |
Consumer and Business accunts Responsibilities: -Perform Credit check assessment review on an order for a
Mobile, Telephone line or Voice service and home internet package. -Calling an outside collection agency to
verify an account status and advise the customer to settle the outstanding debt that had been referred or sold
with the agency. -Provide accurate decision based on the Credit check policy and assessment result. *Control
Group Management (Fraud) - Back of House Unit | Consumer and Business accunts Responsibilities: -Assess,
verify and cross check customer order details and documentation thru a wide range of applications, high end
tools and resources to be able to determine possible Fraudster and legit customer. -Placing a Fraud risk
tagging on an Account under Consumer and Business categories once Fraud activity had been determine and
confirmed. -Update and clear customer's record from Fraud once proven based on additional requirements
which suffice the dispute. *Credit Risk Assessment Team | Consumer and Business accunts Responsibilities: -
Perform Credit risk assessment and decision making for Mobile applications. -Coordinates with Internal team
and Store dealers when additional details and paperwork are required to complete the assessment thru an
email. -Escalate complex cases especially applications with volume cost and showing risk requiring an
approval. -Billing *Complaints Management | Consumer and Business accunts Responsibilities: -Case
managed a customer complaint by undergoing thorough investigation. -Contact and keep the customer
updated about the progress of the case. -Coordinating with other department when necessary as part of the
resolution. *One Service | Consumer Responsibilities: -Catering Inbound call covering -bill issues -collection
and payment issues -order follow up status -Prepaid mobile activation and recharge request.

Technical Support Representative

Alorica Pacific Rim Inc.,Philippines, 03/2012-09/2012
Client name: Verizon Online (U.S.A. bsed Telecommunication company). Account line of business: *Technical
Support Responsibilities: -Level 2 agent - inbound call Technical support. -Assist and guide the customer in
setting up their home internet via hadwired and wireless connections thru remote access. -Perform online
troubleshooting using a wide range and high end software tools and resources readily available for timely and
easy use. - Coordinates with Network specialist and Team Manager to escalate complex and prolonged issues
that requires immediate action or a Technician site visit to fix the problems raised by the customer. - Educate
the customer about the inclusions and features of the Internet package they purchased.

Customer Service Representative

Teletech Customer Care Management Philippines Inc.,Philippines, 09/2010-03/2012
Client name: Telstra (Australia based Telecommunication company) Account line of business: *Order
Management - Back of House Unit Responsibilities: -Placing customer orders for Telephones lines, Internet
Bundles (ADSL and Cable) and Foxtel (Pay TV service). -Perform service availability check and coordinate with
the Credit check team for an assessment. -Contact customer for a technician appointment when necessary. -
Reprocess failed orders and keep an eye with the turn around time and the customer's timeline.
Machine Operator
Advanced Semi-conductor Engineering Inc.,,Taiwan , 05/2007-03/2008
Visual Inspection Department Responsibilities: -Sorting and defects identification on Plastic Ball Grid Array
(PBGA) products via machine selection. -Manual sorting and defects identification on Plastic Ball Grid Array
(PBGA) products via Microscope.

Machine Operator | Technical Assistant

Ardentec Corporation,Taiwan, 11/2006-11/2006
Responsibilities: -Wafer products testing operations, machine setup, data monitoring and maintaining test
time accuracy. -Coordinatng with Hardware Engineer regarding machine troubles and problem occurence at all
times. -Keeping area Team Lead and Manager updated with all the concerns and happening on the production
floor. -Providing basic operaton trainings to newly hired operators and assisting others in resolving minor
problems on their respectuve area.

Customer Service Assistant

Acer Computer Philippines Inc.,,Philippines, 10/2002-10/2002
Technical Service Department Responsibilities: -Walk-in client support and responding to customer phone
inquiry. -Cash handling: purchases from walk-in customers and sales from Service Centers. -Preparing
purchase order, sales invoice and related documents needed by the Accounting Department. -Handling
provincial dealer accounts: follow-ups, parts purchasing, returned units for repair and shipment process. -Mid-
year and year-end stock and computer units at repair line inventory.

Education
Bachelor of Science in Computer Science in
Adamson University, , , 06/1995 – 08/1999

PC Hardware and Software Troubleshooting and Repair in

Cmmputer Networking Career and Training Center, , , 04/2008 – 05/2008

Mandarin Chinese Language and Culture in

TESDA Language Skills Institute, , , – 08/2008

Finishing Course for Call Center Agents in

Infotech Xchange, , , 10/2008 – 10/2008

Computer Technician in
Sento ng Karunungan Vocational Institute - TESDA Accredited, , , – 11/2008

Languages & Other Interests

Fairly speaking in English. Native language is Filipino or Tagalog.