Ana Kristia Mendoza
40 E Monte De Piedad, Immaculate Conception Quezon City, Metro Manila,00
Summary
Dynamic customer service professional with a proven track record at Accenture, excelling in complaint handling and communication. Recognized for enhancing customer satisfaction through effective problem-solving and de-escalation techniques, consistently achieving high first-call resolution rates. Adept at fostering teamwork and collaboration, driving loyalty and repeat business.
Professional with substantial experience in customer service delivery. Strong focus on team collaboration and achieving results, adapting seamlessly to changing needs. Skilled in conflict resolution, problem-solving, and effective communication. Valued for reliability, flexibility, and results-driven mindset.
Customer service professional with history of providing high-quality support and resolving customer concerns efficiently. Reliable team player with focus on collaboration and achieving positive results. Known for adaptability and effective communication in dynamic environments.
Experienced with customer interaction and issue resolution, ensuring consistent customer satisfaction. Utilizes effective communication and problem-solving techniques. Track record of maintaining positive and collaborative work environment.
Diligent Team Lead with strong background in customer service delivery. Successfully managed customer interactions and resolved issues promptly, ensuring high satisfaction levels. Demonstrated effective communication and problem-solving skills.
Professional and experienced customer service professional prepared for this role. Known for reliability, adaptability, and strong communication skills.
Overview
11
11
years of professional experience
Work History
Customer Service Delivery Team Member
Accenture
10.2022 - Current
- Implemented new strategies for handling difficult customers, reducing escalations and increasing first-call resolution rates.
- Conducted regular performance reviews with team members, providing constructive feedback for continuous improvement in service quality.
- Developed strong relationships with clients through proactive communication and timely follow-ups, resulting in increased loyalty and repeat business.
- Coordinated with other departments to ensure seamless service delivery across all channels of communication.
- Exceeded performance targets consistently, demonstrating exceptional skills in communication, problem-solving, and overall customer satisfaction.
- Contributed to team success by stepping up during periods of high call volume or staff shortages without compromising on service quality.
- Increased positive feedback from customers by regularly monitoring phone calls for adherence to quality standards.
- Collaborated with team members to identify areas of improvement in service delivery, resulting in higher customer retention rates.
- Assisted in the development of training materials to enhance team knowledge and improve overall performance levels.
- Managed a high volume of inbound calls, maintaining professionalism under pressure to resolve customer inquiries effectively.
- Successfully managed challenging situations while maintaining a calm demeanor, exemplifying the company''s dedication to excellent service.
Team Leader
ISSI Corp
12.2017 - 09.2022
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
Customer Service Representative
Sutherland Global
04.2016 - 12.2017
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Representative
Covergys
05.2015 - 03.2016
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
Bachelor of Science - Secondary Education
Ramon Magsaysay Technological University
Zambales03-2008
High School Diploma -
Jesus F. Magsaysay High School
Zambales03-2006
Skills
- Call monitoring
- Complaint handling
- Customer focus
- Documentation
- Organization
- De-escalation techniques
- Email support
- Assertiveness
- Reliability
- Professionalism
- Teamwork and collaboration
- Efficiency and time management
- Customer service
- Problem-solving
- Time management
- Multitasking
- Fluent in english
- Excellent communication
- Organizational skills
- Attention to detail
- Adaptability and flexibility
- Decision-making
Timeline
Customer Service Delivery Team Member
Accenture
10.2022 - Current
Team Leader
ISSI Corp
12.2017 - 09.2022
Customer Service Representative
Sutherland Global
04.2016 - 12.2017
Customer Service Representative
Covergys
05.2015 - 03.2016
Bachelor of Science - Secondary Education
Ramon Magsaysay Technological University
High School Diploma -
Jesus F. Magsaysay High School