Member since May, 2016
I have 10 years of experience in Customer Service assisting U.S. and Australian customers. I was trained at a large Call Center in the Philippines and served as Team Lead for 2 years. I can provide e-mail, ticket and phone support and will do everything I can to delight your customers. Communication is my passion and I firmly believe in fully comprehending customers' needs in order to achieve customer satisfaction. Throughout the years of my experience as a Customer Service Agent I have managed to hone skills that are very close to my personality and that I consider essential to quality customer service, such as patience, attentiveness, clarity, positive attitude, time management, empathy, calmness, promptitude and persuasiveness. I am always willing to learn and will fully familiarize myself with the product in order to provide the best possible support to customers. I am a full-time freelancer and can work Australian or U.S. business hours.
Freelancer Customer Service Representative | Various
January 2013 - Present
I have been handling emails, tickets and phone calls for companies of various sizes established in the U.S. and Australia.
Lead Customer Service Representative | Convergys
January 2011 - December 2012
I was promoted to Customer Service Team Lead, leading a team of 10+ Customer Service Agents. My duties involved: - Handling complicated emails, tickets and phone calls. - Relating all new or revised policies, procedures and /or processes to team members to ensure they have the most up to date and current information. - Identifying teamwork issues, developing problem solving recommendations and recommending standardizing team operations. - Identifying, assigning, and following up on work activities of team members under my supervision. - Identifying best practices and obstacles. - Assessing the need for training.
Customer Service Representative | Convergys
June 2004 - December 2010
I was very successfully handling emails, tickets and phone calls for the company's major clients, mainly in the areas of Finance and Insurance.
Bachelor of Arts (B.A.), English | Bicol University
- Dean's List
- Member of the campus' Events Organizing Committee
- Courses attended: English Literature, English Language, Communication, Debate, etc.