Central Luzon, Philippines
Detail-oriented Customer Service Professional with over two years of BPO experience, providing support to offshore-based clients via phone, chat, and email. Experienced in managing high-volume interactions, resolving complex escalations, and delivering data-driven support while consistently meeting KPIs and SLAs. I also have strong experience in data entry, report generation, invoice and finance-related inquiries, and end-to-end request tracking using Microsoft Excel and Google Workspace, with a focus on accuracy and confidentiality. I am now seeking a remote role as a Virtual Assistant, Content Moderator, Social Media Support Specialist, or Data Entry Specialist, where I can leverage my organizational skills, reliability, and customer-focused mindset to support growing teams.
• Managed 60–80 calls and chat inquiries per shift, directly supporting contractors to ensure accurate and on-time delivery of customer orders. • Drove rapid resolution of complex issues by coordinating with cross-functional teams through Slack and Salesforce, consistently meeting KPIs and delivery SLAs. Proactively supported teammates with advanced tasks to sustain high team performance. • Demonstrated strong proficiency in Microsoft Office tools by efficiently updating and sharing requested database information with contractors.
• Worked with teams of multiple accounts to process customer and client requests and escalations from initiation to resolution within established service level agreements and resolved finance and invoice-related inquiries, hence ensuring smooth operations of the company. • Collaborated with partner companies in the US utilizing email, phone, and portal communications and tracked service orders with guaranteed precision, while also generating daily reports to assess service efficiency using MS Excel and Google Workspace tools. • Contributed significantly to weekly operations including weekends, ensuring the completion of an average of 30+ tickets per day and processing of 50+ tickets per day.
Travel Account - Sales and Service (Inbound and Outbound Voice) • Cooperated with several sales and service-focused teams in-office and Australia to offer support and resolution to clients’, customers’, and third-party agents’ disputes and queries primarily via phone calls. • Resolved customer disputes promptly and fostered positive customer relationships by utilizing in-depth product knowledge and mastery of Skyspeed, Salesforce CRM, and MS Office tools. Also contributed to sales by providing information on existing and new products. • Consistently performed as a sales and service agent, eventually assigned to assist 40+ agents during regular shifts as a Subject Matter Expert (SME), ensuring the achievement of daily targets with precision and finesse. Travel Account - Back Office (Customer Escalations Team) • Worked with a team of 11 people to resolve customer escalations from start to finish to ensure positive customer relations. • Collaborated with internal and external teams to complete and close customer dispute tickets while consistently upholding company T&C by being able to address customer objections firmly with a positive attitude and compassion, offering alternative solutions. • Also performed with consistency by being able to resolve and close an average of 20 cases per day, meeting the set daily quota.