Althea Osal
Iloilo City,ILI
Summary
Dynamic customer service professional with a positive attitude and strong problem-solving skills, honed at Iqor. Proven track record in enhancing client satisfaction and resolving issues efficiently. Adept at managing communications and fostering relationships, ensuring optimal outcomes in high-pressure environments. Committed to delivering exceptional service and support.
Overview
5
5
years of professional experience
Work History
Agent
Iqor
02.2025 - Current
- Informed clients of policies and procedures.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Provide information and walking them through on their new device.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
Agent Support Specialist
WNS Global
01.2023 - 02.2025
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Established effective communication channels between management, staff, and external stakeholders to ensure timely resolution of concerns.
- Improved response times by effectively prioritizing tasks and managing workload.
- Provided ongoing support to agents through coaching sessions, workshops, and webinars.
- Since it is a Travel Account, we usually advised customer about their flight.
Cashier
Prince Hypermart
11.2023 - 12.2023
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Waitress Trainer
Solina Beach Resort
03.2021 - 04.2021
- Developed strong communication skills by effectively conveying information between kitchen staff, management, and waitstaff.
- Improved customer satisfaction by providing exceptional service and addressing guest concerns promptly.
- Maintained consistent customer satisfaction rates through attentive listening skills and prompt issue resolution when necessary.
- Provided support during high volume periods by efficiently managing multiple tables simultaneously without compromising service quality.
Education
Bachelor of Science - Tourism And Hospitality Management
Northern Iloilo State University College
Iloilo06-2023
Skills
- Problem-solving skills
- Positive attitude
- Customer service and care
- Problem-solving
Timeline
Agent
Iqor
02.2025 - Current
Cashier
Prince Hypermart
11.2023 - 12.2023
Agent Support Specialist
WNS Global
01.2023 - 02.2025
Waitress Trainer
Solina Beach Resort
03.2021 - 04.2021
Bachelor of Science - Tourism And Hospitality Management
Northern Iloilo State University College
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