Customer Service Representative

MARY LOURDES DE GUZMAN

PO Box ****** Winter Springs, FL 32719

Cellphone No.: 719-***-**** Email: *******@*****.***

SUMMARY

Qualified Customer Service Associate with over 10 years in fast-paced customer service and call center environments. Personable and professional under pressure.

SKILLS

Effective communication Bilingual Filipino and English

MS Office proficiency Customer Service Oriented

Computer literacy

EXPERIENCE

06/2023 to Present Caregiver

Citrus Garden ALF – Winter Springs, FL

02/2021to 03/2023 Collections Agent

First Source – Colorado Springs, CO

Made outbound calls to collect past due accounts from Credit Card Holders.

08/2016 to 01/2021 Customer Service Associate

Walgreens – Colorado Springs, CO

Greeted customers with enthusiasm and offer immediate and friendly service.

Served as Front Cashier

In charge of disposing outdated grocery items.

01/2010 to 04/2013 Online English Essay Tutor

Netsource Philippines, Inc. for Smarthinking U.S.A. – Manila, Philippines

Reviewed and provided comments on the adequacy of documents and took necessary steps to cure any deficiencies.

Helped students improve their essay writing skills.

07/2007 to 12/2009 Customer Relations Associate

HDPP/HSBC – GSC Manila 1, Philippines

Alabang, Muntinlupa City, Philippines

Delivered an exceptional level of service to each customer by listening to concerns and answering customer questions.

Helped cardholders retain their credit cards by waiving late and penalty fees on their statements.

03/2005 to 07/2007 Performance Assessment Specialist/QA Direct Response

West Contact Services, Inc. - Philippines

Makati City, Philippines

Monitored and evaluated calls for quality and customer service efficiency.

Gave Quality Assurance talks to trainees at the end of their training for enhanced customer handling.

05/1997 to 04/2002 Administrative Officer / Executive Secretary

Hitachi Cable International, Ltd. – Makati City, Philippines

Conducted annual performance evaluations of office staff to monitor progress and productivity, and recommended promotions, corrective or disciplinary actions.

Interviewed, on boarded, developed, and oversaw daily activities of five clerical and administrative officer personnel.

Developed and implemented records management procedures.

Screened resumes, qualified applicants and coordinated in-person interviews.

03/1996 to 03/1997 Executive Secretary

Water and Waste Water Projects Philippines, Inc.

Makati City, Philippines

Developed and implemented records management procedures.

Set travel arrangements and gathered documents for management and executive staff meetings and trips.

Processed financial documents including contracts, expense reports, and invoices

Coordinated itinerary and scheduled appointments for the Manager with 100% accuracy.

04/1080 to 10/1994 Secretary to the President & General Manager

Sandoz (Philippines), Inc.

Makati City, Philippines

Prepared correspondence and presentation materials for the President during cycle meetings and conferences.

Arranged hotel bookings, arrival assistance, and airport pick-up for incoming foreign guests.

Developed an organized document filing system for the company.

EDUCATION AND TRAINING

1974 to 1978 Associate of Applied Science: Secretarial Education

University of the East – Manila, Philippines

I took up a 4-year course on Bachelor of Science

in Secretarial Education, but I had to quit school before graduation due to office workload.

LICENSES:

Colorado Life and Health Insurance (Expired as of 12/31/2023)

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