Customer Service Representative

SHAINA CONCEPCION

Email: ********@******.***

Phone No.: +1-209-***-****

STOCKTON, CALIFORNIA

Profile Summary

Knowledgeable and dedicated customer service professional with extensive experience in Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Employment History

InfiniteComputerSolutions- Rockville,MD

Remote Customer Service Representative (05/2023—03/2024)

Doing outbound calls to Welcome members of Medicaid about their new Healthcare Provider which is Molina Healthcare

Making sure that they received their id cards and Welcome kit.

Answering inbound calls attending members inquiries about their Healthcare provider to ensure they are very well informed with their benefits and eligibility.

Conducts a survey about members Health.

Handled 200 calls per day.

Lincoln Residential Care Home-Stockton,CA

Part-Time Caregiver (05/2023-9/2024)

Medication Management

Meal Preparations

Maintains cleanliness of the facility.

Records and make a written report regarding patients daily activity.

Providing Companionship and Emotional Support

Helps maintain personal hygiene.

Scheduling and Confirming Doctors Appointment

Teletech- Mandaluyong, Philippines

Remote Chat Support Representative (08/2022—02/2023)

Answering customers concern via Chat about their order on DoorDash.

Tracking their orders making sure it arrives on time.

Process refunds or redelivery if necessary.

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Handled 100-150 chats per day.

Alorica Makati,Philippines

Technical Support Representative (11/2021—08/2022)

Diagnosed and troubleshoot hardware, software and network issues.

Helped customers repair issues with Wifi, Mobile Data, DV and, VOiP.

Handled 200-300 Calls per day.

Schedule appointments for Technician Visit if there is outage or issue with customers service.

Helped customer download AT&T remote support app to assist customer troubleshoot virtually.

Amazon MNL12 Pasay, Philippines

Seasonal Customer Service Representative (10/2021-11/2021)

Answering inbound and outbound calls from.

Tracking their orders on Amazon App.

Making sure they receive it without any issues or problems.

Process Refunds and Returns if necessary.

Handled 100 calls per day.

Shake Shack Mandaluyong, Philippines

Dining Staff (10/2020—02/2021)

Collected payment for food and drinks served.

Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness

. Bussed and reset tables to keep dining room and work areas clean.

Used slow periods to restock supplies, ice, trays, and delivery bags.

Café Enye Spanish Restaurant Taguig,Philippines

On-Call Cashier (10/2017—12/2017)

Performed cash, card and check transactions to complete customer purchases.

Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.

Handled cash with high accuracy and took care to check bills for fraud.

Used POS system to enter orders, process payments and issue receipts.

Responsible for Sales Report every End of Day.

Amici and Caramia Italian Restaurant- Pasig,Philippines

Cashier and Server (11/2016—10/2017)

Performed cash, card and check transactions to complete customer purchases.

Tallied cash drawer at beginning and end of each work shift. Maintained current knowledge of store promotions and highlighted sales to customers.

Greeted customers entering store and responded promptly to customer needs.

Presented menus to patrons promptly after seating and answered questions about menu items, making recommendations upon request.

Work on Inventory on sales and stock during end of month.

Responsible for Sales Report every End of Day.

Kimukatsu Japanese Restaurant-Mandaluyong,Philippines

Dining Staff (04/2016—10/2016)

Offered water, soft drinks, alcoholic beverages and appetizers once customers were seated and comfortable. Asked customers for confirmation of meal satisfaction.

Answered guests' questions about menu items and helped make selections

. Provided high level of assistance to customers during special events, fundraisers and private parties

. Greeted customers and offered preferred seating if available.

Schedules reservation made via phone call, text, walk-in and email.

Education

Bachelors of Science in Tourism and Hospitality Management at Jose Rizal University Philippines-06/2014

High School Diploma at Mandaluyong High School Philippines-06/2010

Skills

Customer Service

Technical Support

Call Center

Salesforce Navigation

Genesys

AVD (Virtual Desktop)

Management

Account Management

Order Processing

CRM

Software

SaaS

Appointment and reservation scheduling

Cash Register/POS

Troubleshooting

Inbound/Outbound

Chat Support

Oracle

Microsoft 365

Caregiver

Administrative

VoiP

DVR

Retail

Certification

CPR/AED/FIRST AID issued by National CPR Foundation

ID: 5383E43

Valid until: 04/24/2025

Languages

English

Tagalog

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