Support Representative Customer Service

MARY JESHIEL B. FLORES

Dakit, Barili, Cebu 092*-***-**** (032-***-**** / *****************@*****.*** Summary

Productive employee with proven track record of successful project management and producing quality outcomes through leadership and team motivation. Works with clients to determine requirements and provide excellent service.

Personal Information

Marital Status : Married

Birthdate : December 25, 1979

Place of Birth : Manila, Philippines

Gender : Female

Religion : Roman Catholic

Nationality : Filipino

Skills

• MS Office (Word, Excel and Powepoint)

• Administrative Support, Management and Skills

Education

1998

System Technology Institute Sta. Mesa Quezon City

Associate in Computer Programming

Experience

January 2021 - June 2022

LGU-Barili Barili, Cebu, Philippines

Administrative Aide I (Casual)

• Organized files to support efficiency and traceability.

• Met schedule using excellent planning and coordination skills.

• Developed excellent working knowledge of industry trends and improvements in processes.

January 2019 - December 2020

Fusion BPO Cebu City, Cebu, Philippines

Customer Service Representative

• Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.

• Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.

• Addressed customer service enquiries quickly and accurately.

• Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.

• Optimized service delivery to maximized customer satisfaction and retention rate.

January 2018 - December 2018

Teleperformance Cebu City, Cebu, Philippines

Customer Service Representative

• Addressed customer service enquiries quickly and accurately.

• Closed calls 95% faster than company average whilst capturing high levels of customer satisfaction.

• Built rapport with customers through courteous and professional communications.

• Escalated customer concerns, store issues and inventory requirements to supervisors.

• Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.

• Processed and issued product orders and service upgrades for customers.

• Maximised customer satisfaction by resolving service issues promptly. January 2016 - November 2018

Alorica Philippines Cebu City, Cebu, Philippines

Technical Support Representative

• Asked customers targeted questions throughout troubleshooting to determine smart solutions.

• Helped customers set up new systems, computers, applications and software.

• Addressed and resolved SLA issues promptly using an OTRS system.

• Reviewed current processes and successfully identified improvement opportunities.

February 2016 - July 2017

Convergys Cebu City, Cebu, Philippines

Technical Support Representative

• Demonstrated consistent hard work and dedication to achieve results and improve operations.

• Produced content for websites and social media channels to enhance brand visibility.

• Handled customer concerns and escalated major issues to supervisor.

• Thrived in fast-paced environment with energy and enthusiasm.

• Inspected products and services to comply with quality standards.

• Developed excellent working knowledge of industry trends and improvements in processes.

May 2012 - March 2013

Center for Pop Music Philippines Cebu City, Cebu, Philippines Coach

• Utilized established evaluation techniques and personal knowledge to assess talents and abilities and assign correct placements.

• Assessed talents behavior and achievements to determine continued eligibility for programme.

May 2011 - January 2012

Info Vision Cebu City, Cebu, Philippines

Research Analyst

• Designed and coordinated diverse qualitative and quantitative research, aiding business improvement strategies.

• Informed and influenced policymakers through strategic research, reporting and analysis.

• Consolidated project cost data, comparing findings with previous project finance reports for improved profitability.

February 2006 - April 2007

Center for Pop Music Philippines Cebu City, Philippines Front Line

• Delivered high level of quality service to each patron, resulting in consistent, positive feedback from guests.

• Closely monitored staff to ensure operations ran smoothly, efficiently and within restaurant standards.

• Managed the regular training and skills development sessions with staff, including company best practices and effective communication techniques.

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