Ana Katrina Rodriguez
Bacoor
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work History
Claims Specialist
Nearsol
Pasig City
07.2022 - Current
- Reviewed new files to determine current status of injury claim and to develop plan of action.
- Conducted full claim investigations and reported updates and legal actions.
- Escalated files with significant indemnity exposure to supervisor for further investigation.
- Conducted risk evaluations on claims settlement proposals to encourage sound decision-making regarding settlement offers.
- Responded to inquiries by answering questions, providing information and directing customers to appropriate resources.
Product Trainer
Transcom
Pasig City
12.2021 - 07.2022
- Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Scheduled and taught in class and online courses to increase learning opportunities.
- Monitored participant workflow and behaviors throughout training process.
- Supported productivity increase and business growth through new hire training and mentoring.
Technical Customer Service Representative
Transcom
06.2016 - 12.2021
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Communicated with vendors regarding backorder availability, future inventory, and special orders.
- Helped streamline repair processes and update procedures for support action consistency.
- Diagnosed and troubleshot hardware, software and network issues.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Responded to customer inquiries and provided technical assistance over phone.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Technical Support Specialist
SPI GLOBAL CRM
Mandaluyong
10.2014 - 12.2015
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Recorded and maintained relevant notes for each client and work order.
- Walked individuals through basic troubleshooting tasks.
Airline Reservation Agent
Intergloble technologies
Taguig CIty
02.2013 - 01.2014
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
Sales Chat Agent
Stream Global
Mandaluyong City
05.2011 - 12.2012
- Remedied issues quickly and within parameters of company-mandated policies and procedures.
- Provided online demonstrations to educate customers on product features and online help resources.
- Asked open-ended questions to determine which products or services would be best fit for customer's needs.
- Responded to customer inquiries and provided accurate information about products and services via live chat.
Education
Bachelor of Arts - Journalism
Olivarez College
Paranaque City Philippines 06.2009 - 03.2011
Associate of Science - Hotel And Restaurant Management
Jose Rizal University
Mandaluyong City Philippines 06.2005 - 03.2008
Skills
Coverage assessments
Timeline
Claims Specialist
Nearsol
07.2022 - Current
Product Trainer
Transcom
12.2021 - 07.2022
Technical Customer Service Representative
Transcom
06.2016 - 12.2021
Technical Support Specialist
SPI GLOBAL CRM
10.2014 - 12.2015
Airline Reservation Agent
Intergloble technologies
02.2013 - 01.2014
Sales Chat Agent
Stream Global
05.2011 - 12.2012
Bachelor of Arts - Journalism
Olivarez College
06.2009 - 03.2011
Associate of Science - Hotel And Restaurant Management
Jose Rizal University
06.2005 - 03.2008
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