Ammy Angelica B. Quilaga
Cebu City
Summary
Customer service and sales professional with 10 years of experience in client relations and support within fast-paced environments. Expertise in communication, problem-solving, and conflict resolution enhances customer experiences. Proven ability to manage high-volume inquiries while maintaining professionalism under pressure and achieving company objectives.
Overview
15
15
years of professional experience
Work History
TECHNICAL SUPPORT (CHAT SUPPORT)
REGENT BUSINESS PROCESS
06.2025 - 04.2026
- Delivered comprehensive support throughout customer journey
- Documented each customer interaction for quality assurance and future reference
- Identifying the issue and categorizing /prioritizing the incident and service request
- Created memorable customer experiences through prompt and precise issue resolution
- Identified issues and categorised incidents for efficient resolution
CUSTOMER SERVICE REPRESENTATIVE
SOHO SMART ONLINE STAFF
10.2024 - 04.2025
- Guided customers through moving process, ensuring smooth transitions and satisfaction.
- Informed customers about available moving services, facilitating informed decisions.
- Addressed customer inquiries and concerns, enhancing overall service experience.
- Scheduling Bookings: Book customer appointments for moving services.
- Confirm availability and allocate time slots.
- Rescheduled or adjusted bookings based on customer requests.
- Assisted with logistics at AUSPODS Moving & Storage
Business Development Specialist
NEWFOLD DIGITAL
06.2020 - 07.2024
- Identified business opportunities and developed strategies to acquire new clients for hosting services, domain registration, and web solutions, driving client growth.
- Built and maintained relationships with current and prospective clients through phone calls, emails, and meetings, enhancing client retention and satisfaction.
- Cultivated relationships with clients through regular phone calls, emails, and meetings.
- Prepared and delivered persuasive sales presentations and product demonstrations to showcase Vodien and Crazy Domains' hosting services, facilitating informed client decisions.
- Prepared and delivered compelling sales presentations and product demonstrations to showcase Vodien and Crazy Domains' hosting services.
- Vodien and Crazy Domains Internet Hosting Company
Senior Customer Service Representative (Jury’s Inn & Leonardo Hotels)
FUSION BPO
02.2020 - 05.2020
- Facilitated guest accommodation bookings, managed special requests, and delivered comprehensive information about hotel services and amenities, enhancing overall guest experience.
- Resolved guest issues and complaints, achieving a consistently high level of customer satisfaction through effective problem-solving.
- Assisted guests with booking accommodation, handling special requests, and providing detailed information about hotel services and amenities.
- Coordinated guest communications via phone, email, or in-person, maintaining courteous and professional interactions to uphold service standards.
Sales Representative (GLOBAL SHOP DIRECT)
Forward BPO
05.2017 - 01.2020
- Engaged potential customers via phone, email, and direct communication platforms to promote Global Shop Direct's products and drive interest.
- Handling inbound and outbound calls to process customer orders, provide product recommendations, and answer queries.
- Handled inbound and outbound calls to process customer orders, provide tailored product recommendations, and resolve queries effectively.
- Upsold and cross-sold additional products and services to maximise sales opportunities and enhance customer satisfaction.
- Maintaining a strong knowledge of the product range and staying up to date with new offerings.
Customer Service Representative (TELSTRA)
Teleperformance
01.2017 - 04.2017
- Responded to customer inquiries via phone, email, or chat about Telstra's mobile, internet, and home phone services, ensuring clarity and satisfaction.
- Assisted customers with account setup, service activation, billing queries, and payments, facilitating smooth onboarding and ongoing support.
- Troubleshot technical issues related to Telstra devices, network connections, and service disruptions, restoring service and enhancing customer experience.
- Assisted customers with account setup, service activation, billing questions, and payments.
- Guided customers through service plans, promotions, and product offerings to help them make informed choices.
- Processed account changes, upgrades, cancellations, and service requests.
Customer Service Representative (SPRINT)
Convergys Philippines
09.2016 - 12.2016
- Answering customer calls, resolving issues or questions regarding Sprint’s mobile plans, devices, billing, and account management.
- Assisted customers with troubleshooting device problems, network issues, and service outages, ensuring prompt resolution.
- Assisted customers in troubleshooting device problems, network issues, and service outages at a busy call centre.
- Explained Sprint’s products, promotions, and services, enabling customers to make informed decisions.
- Ensuring high levels of customer satisfaction by providing fast, efficient, and friendly service.
- Escalated complex cases to higher support tiers.
Administrative Assistant
AKIO MERCANTILE CORP
05.2016 - 08.2016
- Prepared reports, presentations, and correspondence to facilitate informed decision-making.
- Assisted in administrative tasks to ensure smooth daily office operations.
- Managed office tasks including filing, scheduling, and answering phones to maintain organisational efficiency.
- Compiled reports, presentations, and correspondence to support team initiatives.
Pharmacy Assistant
WATSONS PERSONAL CARE STORES
03.2015 - 09.2015
- Assisted customers with inquiries regarding over-the-counter medications, healthcare products, and pharmacy services, enhancing customer satisfaction.
- Providing information on medication usage, side effects, and health-related queries, under the guidance of the pharmacist.
- Processed sales transactions and managed customer orders for prescription and non-prescription products, ensuring accurate and efficient service.
- Provided information on medication usage and side effects, addressing health-related queries under pharmacist guidance, contributing to informed customer decisions.
- Assisting with inventory control, including checking expiration dates and reordering products as needed.
- Assisted with inventory control by checking expiration dates and reordering products.
Telemarketer (TANDUAY)
Mandalagan Commodities, Inc
05.2013 - 07.2013
- Sold Tanduay products to existing customers, primarily Sari-Sari stores, enhancing customer relationships.
- Tracked sales made by agents across various locations, ensuring accurate reporting and accountability.
- Compiled and submitted weekly sales reports to Branch Manager, ensuring timely updates on sales performance.
Customer Service Representative
APAC Customer Service Inc.
03.2011 - 08.2011
- Provided expert customer experience by addressing inquiries and resolving issues efficiently
- Ability to remain calm and de-escalate a situation
- Resolved billing concerns by collaborating with clients and reviewing account details
- Recommended services aligned with customer needs to optimise their experience
- Provided the time and resources to ensure resolve customer issues
- Resolve technical issues with customer services
Education
BACHELOR OF SCIENCE - PHYSICAL THERAPY
REMEDIOS TRINIDAD ROMUALDEZ MEDICAL FOUNDATION
TACLOBAN CITY, LEYTE04-2010
Skills
- Technical support
- Technical troubleshooting
- Remote troubleshooting
- Customer engagement
- Complaint handling and resolution
- Problem-solving
- Sales negotiation
- Willingness to learn
Websites, Portfolios and Profiles
https://www.linkedin.com/in/ammy-angelica-b70b401a1?utm_source=share&utm_campaign=share_via&utm_content=profile&utm_medium=ios_app
Timeline
TECHNICAL SUPPORT (CHAT SUPPORT)
REGENT BUSINESS PROCESS
06.2025 - 04.2026
CUSTOMER SERVICE REPRESENTATIVE
SOHO SMART ONLINE STAFF
10.2024 - 04.2025
Business Development Specialist
NEWFOLD DIGITAL
06.2020 - 07.2024
Senior Customer Service Representative (Jury’s Inn & Leonardo Hotels)
FUSION BPO
02.2020 - 05.2020
Sales Representative (GLOBAL SHOP DIRECT)
Forward BPO
05.2017 - 01.2020
Customer Service Representative (TELSTRA)
Teleperformance
01.2017 - 04.2017
Customer Service Representative (SPRINT)
Convergys Philippines
09.2016 - 12.2016
Administrative Assistant
AKIO MERCANTILE CORP
05.2016 - 08.2016
Pharmacy Assistant
WATSONS PERSONAL CARE STORES
03.2015 - 09.2015
Telemarketer (TANDUAY)
Mandalagan Commodities, Inc
05.2013 - 07.2013
Customer Service Representative
APAC Customer Service Inc.
03.2011 - 08.2011
BACHELOR OF SCIENCE - PHYSICAL THERAPY
REMEDIOS TRINIDAD ROMUALDEZ MEDICAL FOUNDATION