Angeli Fernandez
SAN RAFAEL
Summary
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Experienced with handling customer interactions and resolving issues promptly. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Beehive Adaptive Global Solution Corp.
Remote
01.2023 - 01.2025
- Manage multiple chat or email conversations simultaneously while ensuring accuracy and attention to detail in every interaction
- Investigate customer issues, propose effective solutions, and work diligently to resolve complaints in a timely manner
- Identify when an issue requires escalation and ensure it is directed to the appropriate department for further assistance
- Ensure all responses are clear and easy to understand and maintain a professional tone throughout the conversation
- Prioritize tasks effectively to prevent long response times and ensure that no customer is left waiting unnecessarily
- Record important details such as issues, resolutions, and customer feedback for future reference and ongoing support
Admin Assistant
Al Hikma Bldg Contracting
Dubai UAE
01.2015 - 11.2015
- Handling all incoming and outgoing calls
- Preparing all internal and external memoranda and correspondences of the company
- Taking and transcribing all minutes of company meetings
- Coordinating and disseminating pertinent documents within the company
- Receiving and recording all incoming and outgoing communications
- Recording, receiving, and labeling all pertinent documents for smooth and easy reference, control, and retrieval
Sales Support Representative
Ingram Micro Inc. Philippines
Taguig, Metro Manila, Philippines
07.2012 - 12.2014
- Handle basic to moderately complex order management tasks quickly and accurately in a fast-paced environment
- Help Sales Support Teams and Management by taking care of administrative tasks
- Carry out necessary administrative duties, like updating databases and sending emails
- Work closely with Inside Sales Representatives to develop strategies for meeting recovery goals
- Prioritize and organize your order entry tasks for efficient processing
- If there are problems or complicated orders, raise them with a senior team member or management member as needed
Lead | Subject Matter Expert
IBM Global Services Philippines
Mandaluyong City, Metro Manila, Philippines
06.2009 - 08.2011
- Help team leaders with training sessions and monitor the quality of agent performance
- Respond to agents' questions and help organize team meetings and activities
- Ensure that any problems are quickly escalated to the Team Leaders
- Provide assistance to agents by offering guidance, coaching, and feedback
- Take escalated calls
Customer Service Representative
IBM Global Services Philippines
Mandaluyong City, Metro Manila, Philippines
08.2007 - 06.2009
- Receive inquiry calls from customers regarding check-in, flight departure and arrival, baggage allowance, and airline policies
- Book, alter, and cancel reservations as per customer request
- Review customers’ complaints and search for possible solutions
- Record, encode, and update databases from the information that the customer gives
- Persuade customers to buy certain products or upgrade services
- Provide guidance, training, and cross-training to other employee
Education
Bachelor of Science - Psychology
Baliuag University
04-2005
Skills
- Customer service
- Active listening
- Critical thinking
- Multi-tasking
Training
Voice and Accent Training Program
August 2007
Timeline
Customer Service Representative
Beehive Adaptive Global Solution Corp.
01.2023 - 01.2025
Admin Assistant
Al Hikma Bldg Contracting
01.2015 - 11.2015
Sales Support Representative
Ingram Micro Inc. Philippines
07.2012 - 12.2014
Lead | Subject Matter Expert
IBM Global Services Philippines
06.2009 - 08.2011
Customer Service Representative
IBM Global Services Philippines
08.2007 - 06.2009
Bachelor of Science - Psychology
Baliuag University