Customer Service Representative
Resume:
ZANDRA ROELLYN L. ZAYAS
Customer Service Representative
+639********* *****.*********@*****.***
Cagayan De Oro City
EXPERIENCE
Customer Service Representative
Concentrix
Block 2, Lot 3 Trade St, Cagayan de Oro, 9000 Misamis Oriental Delivered exceptional customer support for a leading global brand in the consumer electronics sector
Managed inbound customer inquiries related to product information, order tracking, and replacement requests for a variety of electronic products, including mobile accessories and smart home devices Provided timely updates to customers on replacement tracking and shipping status, ensuring accurate and clear communication throughout the process Utilized Salesforce and Oracle CRM platforms to track customer interactions, manage cases, and ensure efficient resolution of inquiries Demonstrated technical proficiency by troubleshooting customer issues with electronic devices and processing replacement requests for products such as chargers, screen protectors, and wireless devices
Awarded Top Performer for consistently exceeding performance metrics, including customer satisfaction, call resolution time, and issue resolution Maintained high customer satisfaction levels through attentive service, clear follow-up, and effective issue resolution
Service Crew/ Cashier Trainer
Topserve Service Solutions Inc.,
03/2020 - 01/2022
2/F, Acera Building, Ramon Chavez St, Cagayan de Oro, 9000 Misamis Oriental Started as a Service Crew member at a Jollibee franchise, providing excellent customer service in a fast-paced environment
Assisted in food preparation, order taking, and maintaining store cleanliness while ensuring a positive dining experience for customers Tech Group
M Lhuillier Financial Services
03/2019 - 09/2019 ML Building, B. Benedicto St, Cebu City, 6000 Cebu Completed a 6-month On-the-Job Training (OJT) with the Tech Group at M Lhuillier, focusing on customer service and technical support for financial products
Assisted customers with KYC (Know Your Customer) verification, ensuring compliance with regulatory requirements
EDUCATION
Senior High School Graduate
The Sisters of Mary School Girlstown Inc.,
2014 - 09/2019 J.P. Rizal St., Talisay City Cebu
Senior High School Graduate
SUMMARY
"Experienced Customer Service Representative
Passionate About Helping People Eager to Learn & Expand My Skill Set"
A dedicated and customer-focused professional with over 2 years of experience as a Customer Service
Representative supporting an e-commerce account
for a leading global consumer electronics brand.
Proficient in handling a wide range of customer
inquiries, including product information, order
tracking, and replacement requests, while
maintaining high levels of customer satisfaction.
Experienced in using CRM systems such as
Salesforce and Oracle to manage customer cases
and deliver effective solutions in a timely manner. Demonstrated excellent problem-solving,
communication, and troubleshooting skills, with a
proven ability to manage challenging customer
interactions with patience and professionalism. In addition to my customer service experience, I have been recognized as a Top Performer for exceeding
service targets and consistently providing
exceptional support. My background also includes
hands-on experience in training new cashiers and
providing technical support during my time as a
Cashier Trainer and On-the-Job Trainee with M
Lhuillier, where I gained strong skills in customer engagement, KYC procedures, and mobile wallet
activation.
Customer Service Representative
LANGUAGES
English
Advanced
SKILLS
Cashier Communication Skills CRM
KYC Oracle Oracle CRM
Conflict resolution Salesforce
Microsoft Products Customer Service
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