Microsoft Excel
Ana Marie Lumanog
Customer Service Specialist
Calatrava Negros Occidental
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
3
3
Certificates
Work History
Customer Service Specialist
Accenture Inc
08.2019 - Current
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Operations CSR III
Telus Inc
07.2016 - 06.2019
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Educated customers about billing, payment processing and support policies and procedures.
Chat Associate 1
TELETECH
10.2013 - 01.2016
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Education
Bachelor of Science - Business Administration
Negros Oriental State University
Guihulngan Negros Oriental Philippines 04.2001 -
Skills
Customer Order Management
Complaint Handling
Customer Relations
Excellent Written and Oral Communication
Software
Microsoft Word
Certification
Freelance Academy - Social Media Management Virtual Training
Timeline
Freelance Academy - Social Media Management Virtual Training
02-2024
Freelance Academy - Real Estate Virtual Training
02-2024
EXCELerate BootCamp
02-2024
Customer Service Specialist
Accenture Inc
08.2019 - Current
Operations CSR III
Telus Inc
07.2016 - 06.2019
Chat Associate 1
TELETECH
10.2013 - 01.2016
Bachelor of Science - Business Administration
Negros Oriental State University
04.2001 -