VINGNO, HERNALIE L.

Kabulakan 2 DAALCO Subdivision, Singcang-Airport, Bacolod City 6100

Email: lee.0706@live.com.ph
Tel: 63- 920- 4425196(Home) , 09162961560(Mobile)

Personal Particulars:
Age : 27
Date of Birth : 06 Jul 1983
Nationality : Filipino
Permanent Residence : Philippines
Gender : Female
Marital Status : Single

Employment History
1. TeleperformanceUSA - Phils
2008 - Present
Position Title : Tier 2 / Online Supervisor ( 1-4 Yrs Experienced Employee )
(Level)
Specialization : Customer Service
Role : Customer Service - General
Industry : Call Center / IT-Enabled Services / BPO
Monthly Salary : PHP 14,000.00
Work Description : Primary Functions and Roles:
*The primary goal of Tier 2 is Customer Retention. This includes
ensuring everything is done to satisfy Expedia.com customers
and assure that they will purchase travel products from us again
in the future.
* Provides comprehensive and quality customer care at all times
by providing the appropriate and accurate responses to customer
queries.

Primary Responsibilities:
*provides comprehensive and quality customer care at all times.
*handles a high volume of customer inquiries focusing on
creating a positive memorable experience
*provides appropriate and accurate responses to customer
queries.
*meets quality, productivity and schedule adherence
performance standards
*applies technical knowledge and procedures when servicing
customer queries.
*responsible for meeting outlined performance goals and targets.
*learns client's web sites, policies, procedures and any back-end
systems they may use for e-mail, products, and/or back order
information
*communicates effectively and efficiently with internal and
external customers.
*book, change or cancel airline, hotel, vacation package and car
 reservations.
*provides solution(s) that meets/exceeds customer expectations
to enhance the customer value.
*reviews all the processed PNRs to avoid or saved payouts in the
future
*notify agents if there's still more actions needed to their
processed PNRs.
*takes escalated calls from customers and on occassion,
Vendors.
*educate Tier 1 agents on policies and guidelines
*acts as a back-end assistant of team supervisors
*acts as a coach and sounding board for the Tier 1 agent to
formulate their own solutions to the issue at hand.
*refunds for BPG and deposits coupon

2. Peoplesupport Inc.
2005 - Mar 2008
Position Title : eRep/travel consultant/Wspan Queue Agent ( 1-4 Yrs
(Level) Experienced Employee )
Specialization : Customer Service
Role : (not provided)
Industry : Call Center / IT-Enabled Services / BPO
Monthly Salary : PHP 13,500.00
Work Description : Primary Functions:
* Provide comprehensive and quality customer care at all times
by providing the appropriate and accurate responses to customer
queries.

Primary Responsibilities:
*provide comprehensive and quality customer care at all times.
*handles a high volume of customer inquiries focusing on
creating a positive memorable experience
*provide appropriate and accurate responses to customer
queries.
*meet quality, productivity and schedule adherence performance
standards
*apply technical knowledge and procedures when servicing
customer queries.
*responsible for meeting outlined performance goals and targets.
*learn client's web sites, policies, procedures and any back-end
systems they may use for e-mail, products, shipping, and/or back
order information
*communicate effectively and efficiently with internal and external
customers.
*book, change or cancel airline, hotel, vacation package and car
reservations.
*provides solution(s) that meets/exceeds customer expectations
to enhance the customer value.
*review all the processed PNRs to avoid or saved payouts in the
future
*notify agents if there's still more actions needed to their
processed PNRs.

3. Radio Mindanao Network-Bacolod

 Jun 2003 - May 2004
Position Title : Field Reporter Trainee ( Fresh Grad / Less than 1 Year
(Level) Experienced Employee )
Specialization : Others/Category not available
Role : (not provided)
Industry : Entertainment / Media
Monthly Salary : PHP 1,000.00
Work Description : Take the lead role in looking for best reports and news breaks.
Work closely with the operational and crime stoppers and the
mass, utilize relationships to ensure that you'd be able to get the
first hand report of events. Take the responsibility of assisting the
program production to ensure the quality and timely reports.

Educational Background
Bachelor's/College Degree of Advertising/Media
Graduation Date: 2000
Major : General Media Study
Institution/College : University of Negros Occidental-Recoletos, Philippines
CGPA : 89/100

Skills
(Proficiency: Advanced - Highly experienced; Intermediate - Familiar with all the
basic functionalities; Beginner - Just started using or learning the skill)
Proficiency Skill (Years of Experience)
Intermediate Typing (>5) , multi-tasking (>5) , technology
savvy (>5)

Languages (Proficiency: Best=10 - Worst=1)

Language Spoken Written
Filipino 10 10
English 8 8
References
Jose Luis Baylon
Senior Trainer, TeleperformanceUSA-Phils, 63- 906- 4366029,
joseluis.baylon@teleperformance.com, Relationship: Trainer

Peter Niño Misa

Team Manager, Peoplesupport Inc, 63- 917- 6273837, pmisa@peoplesupport.com,
Relationship: Direct Supervisor / Team Manager