JUDELYNVILLAREALMANULAT

San Jose 1, Labogon, Mandaue, Cebu City

Philippines 6000
+632 (0)9206140046
j.manulat@yahoo.com

P ROFESSIONAL P ROFILE

 9 years Call Centre Industry handling US, UK, Asian and Australian customers

 5 years’ experience in British Telecom (UK’s largest Telecom Provider) as Credit

Controller and Collections Agent

 3years’ experience Telstra (Australia’s leading Telecom company) as Corporate

Service Desk Analyst

 1 year experience United Airlines (USA airline carrier) as Reservations Sales and
Service Representative

 Completed Japanese Language Class-Beginner Course (Elementary 1)

 ITIL v3 Certified for Telstra

 9 months in Logistics & FMCG for IDS Logistics Inc.

 TESDA NC II Certified for Bread and Pastry Production

 OJT/Pastry Assistant/ COLDS Kitchen and Pastry Section –Crown Regency Hotels and
Resorts Cebu Philippines

 BSIT –Computer Tech graduate

C ERTIFICATION

Title: Certificate of Completion

Japanese Language Class
Teacher: Mikiya Kaneko
Course Beginner Course (Elementary 1)
Duration: 30 hours August –October 2017
Graduated: October 7 2017
Company Jellyfish Education Consultancy Philippines Inc.
with Tochigi International Education Institute
Address Unit 802A Keppel Bldg., Cebu Business Park, Cebu City

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 Title Certificate of Recognition
Award Most Outstanding Student
Class Japanese Language Training-30 hours
Course Beginner Course (Elementary 1)
30 hours August –October 2017
Graduated: October 7 2017
Company Jellyfish Education Consultancy Philippines Inc.
with Tochigi International Education Institute
Address Unit 802A Keppel Bldg., Cebu Business Park, Cebu City

Certification ITIL v3 Certification

Date: 16 May 2016
Candidate ID: 2459 286 70
Registration ID: 299 6798 74
Validation #: 2629 1619

Certification Certificate of Achievement

Account United Airlines-Product Training
Company TeleTech Cebu CMC
Address 880 A.S. Fortuna St., Mandaue City
Date March 2, 2007

Certification NC II Bread and Pastry Production

Course TESDA Certified
Certification validity: until July 6 2021
Issued on: July 7, 2016
Training Center: Banilad Center for Professional Development
Address 491 Archbishop Reyes Avenue, Brgy. Luz, Cebu City
Total Training Hours: 60
Period: April 15-July 7, 2016

Achieve the highest Employee Annual Performance Appraisal Rating of G5P5.

Exclusive PCC -Preferred Credit Controller for special customer’s with collections ranging from
£200K – £299K outstanding invoices.

Work as Preferred Credit Controller for BRITISH TELECOMS –Credit Management handling
Corporate, Franchisee, Residential, Banks, Hotels and several companies in UK, Japan, Hong
Kong, Malaysia, Taiwan, Indonesia, Australia, Dubai customers.

Hardworking, dedicated and have passion for excellence. Knows languages: British
English,Tagalog and Visayan
P ROFESSIONAL B ACKGRO UND

Accenture3year
Service Desk Analyst for Origin Energy Ltd –top client of Telstra
Account: Telstra
System: Citrix/VPN
Period: June 15 2015-August 31, 2018

Sykes Asia, Inc. (Training)

Account: AT&T Uverse –ISP –Internet, IP phone and IPTV
Period: September 1, 2014- October 18, 2014

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 Customer Service Agent/ Technical

WIPRO BPO Phil’s., Ltd., Inc. 5 years

Financial Account / Credit & Collections
Account: British Telecom (UK largest telecom provider)
System: Discus

 Associate /Preferred Credit Controller/ Credit Management Agent

 Credit and Collections/ Customer Care and Billing
 Outbound Agent/ Inbound Agent
 Special Task Collection – Debt Management, Blue Bills, Franchisee
 International Collection- Asia, Australia, Dubai

TeleTech Customer Care Mngt. (Phil's.), Inc. 1year + 4months

Reservation/ Airline/ Travel Account
Account: United Airlines -US major Airline
System: Galileo system

 Reservation Sales and Service Representative

 Customer Service Representative
 Technical Support – Travel Agency

PEJMaN Incorporated 6months

Page Computers
 Customer Service Representative- RMA
 Offline Support – Email and Chat

Security and Systems Monitoring Incorporated8months

 Assistant Field Services Coordinator
 Support Technical Department – Alarm and CCTV

IDS Logistics (Phil's.), Incorporated 9months

 Administrative Trainee / On-the-Job-Training

P ROFESSIONAL E XPERIENCES
Corporate Service Desk Analyst
Accenture Philippines
11/F eBloc 3, W Geonzon St., Cebu I.T. Park, Lahug, Cebu City

June 15 2015-August 31, 2018

Account: Telstra
Level 1: Service Desk Analyst

 Responsibilities

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 A. Provide service request assistance to Origin Energy Ltd customers with their service
request pertaining to Mobile Orders, Firewall changes, TIPT phone installation, and
modification, Avaya phones, Decommissioning of sites, Headset orders and non-
standard request
B. Assist in clients escalation request

Level 2: CSDT
Corporate Service Desk Analyst-Resolver Team
Mobile Telephony Resolver Team

 Responsibilities

A. Activate new mobile services using specified mobile tools

B. Check and provisioned codes, or mobile provisioning
C. Deactive mobile services, transfer services and accounts and vice versa
D. Provide reports as pre request of the customer (Usage, Blitz Report)
E. Handles MAC mobile request move, add , changes to mobile settings
F. Generate proof of purchases
G. Process mobile orders for the customer

Customer Service Agent, Technical

Chat Support
Sykes Asia, Inc.
Synergis Building F. Cabahug Street, Mabolo, Cebu City 6000

September 1, 2014- October 18, 2014

Training Completion and Certification
Account: AT&TUverse –ISP –Internet, IP phone and IPTV

B. Responsibilities

a. Provide technical support to US customers through Chat Support for U-verse services
such as Internet, IP phone and IPTV problems.
b. Conducts remote diagnostics of the services –internet, phone and TV and educate
customers on the status of the results of the diagnostics.
c. Educate customerson the details for a Professional Technician Visit to completely
resolved on their U-verse services issues.

Associate/Credit Management Agent/ Customer Service

Credit and Collections/ Customer Care and Billing Department
WIPRO BPO Phil’s., Ltd., Inc.
Account: British Telecom (UK largest telecom provider)

Cebu IT Tower 1. Lot 7, Block 2

corner Archbishop Reyes Avenue Cebu Business Park
Cebu Business Park, Cebu City

November 4, 2008 – December 22, 2013

C. Responsibilities

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 a. Provide Holistic approach to Credit Management through efficient and accurate
collections to Corporate, Government Entity and Local businesses
b. Check customer’s billed invoices - Monthly, Quarterly, Initial, Supplementary and
Final invoices. Accurately update customer accounts including payment status and
payment allocation.
c. Accurately update customer accounts including payment status and payment
allocation.
d. Assist incoming calls for customer billing queries, payment transactions and
concerns. Assigned as an Inbound Reliever as well as making collections.

 Achievements

i. Obtained the highest Employee Annual Performance Appraisal Rating of G5P5 for an
excellent performance during the annual employee appraisal of the Company.
ii. Promoted PCCP PROJECT (Preferred Credit Controller Project) making thorough
collections ranging from 200,000.00 – 299,999.99 invoices with billed outstanding
amount. Making efficient collections through high value accounts.
iii. Nominated for the Special Task to handle the DM Project (Debt Management Project)
providing thorough collections to Franchisee, Business chain, Residential customer's
final invoices.
iv. Assigned to outgoing collections for customer with Feature Net invoices/ data
services.
v. Delegated to work and assigned for the Blue Bill Project making Courtesy Calls and
checking customer invoice receipts.
vi. Have been assigned to handle the Over 100days Age Debt Invoices Special Task
making collections for particularly listed outstanding invoices.

Reservation Sales and Service Representative - Customer Service Representative

Travel Agent Support
TeleTech Customer Care Mngt. (Phil's.), Inc.
Account: United Airlines (US major Airline)
System: Galileo system
Tenure: 1yr + 4months

Office Levels 1 and 2 Oakridge IT Center

880 AS Fortuna St., Mandaue City

January 13, 2007 – May 30, 2008

 Responsibilities

A. Handle bookings or customer’ s general reservations online within the next 24-48
hours from initial ticketing to “Ticketed Sales” to cancel reservations without penalty.
B. Offer customer the lowest fare available, notify customers of known delays,
cancellations and diversions, and assist them in emergency flight changes.
C. Properly accommodate reservations for disabled and special needs customer’s and
assist in booking pets. Provide prompt ticket refunds, certificates or credits.
D. Promote frequent flyer program and assist Mileage Plus customers.
E. Provide assistance to Unaccompanied Minors and travel time from departure to
arrival. Promote & up sell car rental Hertz.

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 F. Informed customer of their travel itinerary, cancellation policies, and frequent flyer
rules and aircraft configurations.
G. We handle all types of passengers in the Central America

 Achievements

A. Provide assistance to Travel Agents in special fares, tariff rules and fees, travel
credits and making reservations for their customers and assist in technical problems
in reservations.

Customer Service Representative- RMA

Page Computers

PEJMaN Incorporated
Unit 506 Keppel bldg. Samar Loop,
Cor. Cardinal Rosales Ave.
Cebu Business Park, Cebu City 6000

July 7, 2006-Jan. 6, 2007

 Responsibilities
A. Provide assistance to customers by checking the nearest available suppliers,
manufacturers and resellers and making sure the shipment of orders delivered to
customer in due time.
B. Track status of shipment via shipping carriers UPS, FedEx, DHL, USPS, Smart Post
and notify customers via email.
C. Process refunds and returns via Return Merchandise Policy.

Asst. Field Services Coordinator

Security and Systems Monitoring Incorporated
51-A M.T. Bldg., Subangdaku, Mandaue City, Cebu

July 4 2005- March 31 2006

 Responsibilities

A. Facilitates customer service request of their Alarm and Burglary Systems for both
Residential and Business premises.
B. Provide outgoing and incoming calls for customer Alarm and Burglary Systems
inquiries.
C. Coordinates customer and Field Technicians of their Preventive Maintenance,
Systems Monitoring Detection and Check up.

Administrative Trainee / On-the-Job-Training

IDS Logistics (Phil's.), Incorporated
G. Quano Street, Opao, Mandaue City

June 10, 2003-March 27, 2004

 Responsibilities

 Processed Credit Memos and its documentation through J.D. Edwards’s system.
 Coordinate with Sales Department documentation works and reports.
C. Checks and verify daily Sales Orders, Purchase Orders from Clients.

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 E DUCATIONAL A TTAINMENT
College: Cebu Technological University (CTU)
Course: BSIT- Computer Technology
Year: March 8, 2004 (S.Y. 2004-2000)
Address: R. Palma St., M.J Cuenco Avenue, Cebu City, Philippines 6000

OJT Certificate of Training

Completed 1,800 required training hours
IDS Logistics (Phil's.), Inc., Opao, Mandaue City

High School/ Secondary: Consolacion National High School

Year: 2000 (S.Y. 2000-1996)
Address: Consolacion, Cebu City, Philippines 6000
Remarks: Completed

Elementary/ Primary: Basak Elementary School

Year: 1996 (S.Y. 1996-1991)
Address: BasakMandaue City, Cebu City, Philippines 6000
Remarks: Completed

Skills: credit and collections, customer care and billing, sales and ticketing
reservations, tracking online orders, technical support
Proficient in MS Office (MS-Word, MS-Excel and MS-PowerPoint)
Basic PC Troubleshooting, Typing /encoding
Writing Reports, Feature and Editorial Writing

A WARDS AND A CCOMPLISHMENTS

Certificate of Attendance
Career Workshop
Employment Resource Center-Ayala Life-FGU Center
Cebu Business Park, Cebu City
March 22-30, 2005

Certificate of Achievement
United Airlines-Product Training
TeleTech Cebu CMC
880 A.S. Fortuna St., Mandaue City
March 2, 2007

Quality Awards-United Airlines

Top Agent- Quality Score-100.00%
TeleTech Cebu CMC
880 A.S. Fortuna St., Mandaue City
February 2008

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 P ERSONAL I NFORMATION
Full Name : JudelynVillarealManulat
Nickname : Judy
Age : 35
Birth date : April 8, 1983
Birthplace : Danao, Cebu
Civil Status : Single
Language : English--Tagalog--Cebuano
Weight : 40kgs.
Religion : Roman Catholic
PARENTS:
Father’s Name : Jenelito C. Manulat Sr. (deceased)
Date of Birth : November 6, 1957
Age : 61
Occupation : Free lancer Electrician

Mother’s Name : Judith VillarealManulat

Date of Birth : May 11, 1958
Age : 60
Occupation : Housewife
SISTERS/BROTHERS
Brother’s Name : JenelitoVillarealManulat Jr.
Age : 34
Date of Birth : October 31, 1984
Occupation : Food Attendant
Address : San Jose 1, Labogon, Mandaue Cebu City Philippines 6000

Sister’s Name : Geraldine VillarealManulat

Age : 32
Date of Birth : June 11, 1986
Occupation : Call center agent

Address : San Jose 1, Labogon, Mandaue Cebu City Philippines 6000

IN CASE OF EMERGENCY:
Contact:
Mr. and Mrs. Jenelito and Judith VillarealManulat
Mobile: +63 32 0905 3148 459
Home:+63 32 420-5070
Address: San Jose 1, Labogon, Mandaue Cebu City Philippines 6000

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 C HARACTER R EFERENCES

Kim Ryan V. Pastor Jane Dumaqueta

Team Leader Customer Service Rep- TeleTech
Accenture Philippines +63 32 0906 918 2819/
kim.ryan.v.pastor@accenture.com +63 32 269 8363
+63 091 771 776 06 Jzaynne0007@yahoo.com
HR: Tel: +6332) 268-1000
JuvyGerasta
Customer Service Representative
Al John L. Chiong TeleTech
Group Leader +63 32 0916 715 8819
WIPRO BPO Phil’s. juvygerasta@yahoo.com
aljohn.chiong@bt.com
+63 32 0917 6339 424 Martha Boron
HR: Tel: +63.32.230.1000 Team Leader
PEJMaN Incorporated
Paul Brian Davis +63 32 0916 241 6474
Team Leader +63 32 0917 328 9283
WIPRO BPO Phil’s.
+63 9237213014 Karla Ybanez
paulbrian.davis@bt.com Team Leader-
PEJMaN Incorporated
Janet Sapid +63 32 0917 329 0023
Associate
WIPRO BPO Phil’s. Rena Marie Balan
+63 32 09064662315 Supervisor
janneth.sapid@bt.com Security and Systems Monitoring
Incorporated
Stephanie Chua +63 32 345 2020+63 32 422 5792
Team Leader
TeleTechCustomer Care Will Cabalda/ Gilbert Cabatana
Mngt. (Phil's.), Inc. Supervisor
Mobile: +63 32 0917 3160 088 IDS Logistics (Phil's.), Incorporated
stephanie.chua@teletech.com Visayas-Mindanao Division
+63 32 3444457
+63323446765