2
Languages
10
years of professional experience
Diligent Service Coordinator with proven background in coordinating and managing service operations. Successfully streamlined workflows resulting in increased efficiency and enhanced customer satisfaction. Demonstrated ability in team collaboration and problem-solving.
Work History
Service Coordinator
1 Year 6 Months- Coordinated service ticket queues, prioritizing requests and routing issues to appropriate technical teams.
- Managed over 20 tickets of client requests, ensuring timely and effective service delivery.
- Scheduled technician assignments, balancing workloads and maintaining timely client support coverage.
Customer Service Representative
3 Months- Resolved complex customer inquiries across phone, email, and chat using CRM and knowledge base tools.
- De-escalated dissatisfied customers through active listening and policy-based problem resolution.
Real Time Analyst
2 Years 4 Months- Analyzed call volume trends and escalated risks to operations leaders for rapid action.
- Monitored real-time call volume, queue health, and staffing to support service-level adherence.
- Tracked agent adherence and flagged schedule deviations for immediate correction.
- Analyzed over 3 intraday trends and recommended schedule adjustments to balance demand and workforce coverage.
Customer Service Representative
7 Months- Documented over 80 customer interactions daily in case management systems with clear, compliant notes.
- De-escalated dissatisfied customers through active listening and policy-based problem resolution.
- Documented interactions in CRM systems, maintaining detailed case notes and updated account records.
Customer Service Representative
3 Years 6 Months- Mentored newer representatives on call handling, system navigation, and service procedures.
- Identified recurring service gaps and recommended process improvements to reduce repeat contacts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Representative
9 Months- Adhered to scripted workflows and service level standards while maintaining consistent quality.
- Coordinated with internal teams to accelerate issue resolution and improve customer experience.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Technical Support Representative
4 Months- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Resolved hardware, software, and connectivity issues through phone, chat, and email support.
- Documented troubleshooting steps, case notes, and resolutions in CRM systems accurately.
- Guided customers through device setup, password resets, and account access recovery.
Education
Bachelor of Science - Radiologic Technology
Skills
Ticket dispatching
Technical issue resolution
Salesforce
ConnectWise
Reporting and Analysis
Microsoft Office
Google Workspace
Zoom
Dialpad
Communication management
Languages
English
Filipino
Timeline
Service Coordinator
IT By Design
05.2025 - CurrentRead More
Customer Service Representative
Sutherland Global Services
01.2025 - 04.2025Read More
Real Time Analyst
Carelon Global Solutions
09.2022 - 01.2025Read More
Customer Service Representative
Carelon Global Solutions
02.2022 - 09.2022Read More
Customer Service Representative
Telus International Philippines
08.2018 - 02.2022Read More
Customer Service Representative
TTech Philippines
08.2017 - 05.2018Read More
Technical Support Representative
Teleperformance Philippines
09.2016 - 01.2017Read More
World Citi Colleges
Bachelor of Science from Radiologic Technology
Read More