Maria Herliza Robles Okol
Customer service representative
Taguig city,Metro Manila
Summary
Resident Coordinator with a focus on customer issue resolution, escalation handling, and account support. Resolves complex complaints, documents interactions accurately, and keeps communication moving between teams to protect service quality and client retention. Monitors customer satisfaction trends and acts quickly to improve the experience.
Overview
1
1
Language
4
4
years of professional experience
2
2
years of post-secondary education
Work History
Resident Coordinator
Foundever Phils.
Mandaluyong city, Philippines
07.2022 - 07.2026
- Acted as point of escalation for complex customer issues, capturing timely resolution to drive client retention.
- Monitored customer satisfaction metrics, identifying trends and developing strategies to address areas of concern.
- Enhanced customer satisfaction by promptly addressing and resolving service issues.
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
- Streamlined communication channels between departments, ensuring timely resolution of customer issues.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Resolved customer service enquiries efficiently, ensuring accurate information delivery.
- Provided assistance to customers with product-related questions, feedback, and complaints, enhancing overall customer experience.
- Built rapport with customers through courteous and professional communications.
- Followed up on customer interactions to provide further support.
- Remained calm under pressure to handle customer complaints and solve problems.
- Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
- Assisted in fulfilment of customer orders placed in person, via email, online and by telephone.
Education
A-Levels - Dental Hygiene
De Ocampo Memorial College
Sta. Mesa ManilaCentro Escolar University
Manila 1988 - 1990
Skills
Client management
Account management
Issue resolution
Order fulfilment
Customer Service
Problem solving
Time management
Critical-thinking
Resilient under pressure
Active listening
Compassionate leadership
Interests
I enjoy watching TV series and solving online quizzes These activities help me relax, improve my critical thinking skills, and expand my variety of topics
References
Character References:
- Mr. Winley Chua Operations Manager (Assistant) wmchua@purehomeriver.com
- Dr. Pauline Santos Estrella M.D pfrsantosestrella@stlukes.com.ph
- Ms. Renilda Agustin +639976480227
References
Character References:
- Mr. Winley Chua Operations Manager (Assistant) wmchua@purehomeriver.com
- Dr. Pauline Santos Estrella M.D pfrsantosestrella@stlukes.com.ph
- Ms. Renilda Agustin +639976480227
Education
other
Languages
5,C1
Timeline
Resident Coordinator
Foundever Phils.
07.2022 - 07.2026
Centro Escolar University
1988 - 1990
A-Levels - Dental Hygiene
De Ocampo Memorial College