Open To Work
Angelica Elauria
Caloocan City, Metro Manila
Work Preference
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
6
6
years of professional experience
Work History
CSR III
IQOR
Quezon City, Metro Manila, Philippines
08.2025 - 02.2026
- Escalated complex cases to appropriate departments for resolution, improving response times.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Managed high-volume call traffic while maintaining quality service standards.
Subject Matter Expert
Collective Solution
Quezon City, Metro Manila, Philippines
03.2023 - 12.2023
- Developed and delivered training programs to enhance employee performance and engagement.
- Facilitated onboarding sessions for new hires, ensuring comprehensive understanding of company policies and procedures.
- Collaborated with team leaders to identify training needs and tailor programs accordingly.
- Evaluated training effectiveness through feedback and assessments, driving continuous improvement initiatives.
- Evaluated customer needs and feedback to drive product and service improvements.
Subject Matter Expert
Concentrix
Quezon City, Metro Manila, Philippines
01.2022 - 02.2023
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Analyzed performance metrics to identify trends and drive process improvements.
- Facilitated knowledge sharing sessions to ensure alignment on best practices and processes.
- Mentored junior team members, contributing to their professional growth and development.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Monitored chat interactions to ensure compliance with quality standards and company policies.
- Utilized CRM systems to log customer interactions and track issue resolution progress efficiently.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Delivered prompt and accurate responses to customer inquiries through chat support channels.
- Expedited issue resolution with efficient multitasking and prioritization of multiple chat conversations simultaneously.
CSR
StarTek
Pasig, Metro Manila, Philippines
11.2019 - 01.2022
- Resolved customer inquiries efficiently, ensuring high satisfaction levels.
- Utilized multiple CRM systems to track and manage customer interactions.
- Responded to customer requests for products, services, and company information.
- 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.
- Developed comprehensive knowledge of products to assist customers in making informed decisions.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
BS Psychology
University of The East - Manila
Quezon City, Metro Manila, Philippines04-2021
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem solving
- Call center experience
- Product knowledge
- Appointment scheduling
- Order processing
- Payment processing
Additional Information
Trained to handle multiple concerns and trained in different line of business like emails, chats and in phone calls. Can do multitasking while giving customer a satisfaction.
Timeline
CSR III
IQOR
08.2025 - 02.2026
Subject Matter Expert
Collective Solution
03.2023 - 12.2023
Subject Matter Expert
Concentrix
01.2022 - 02.2023
CSR
StarTek
11.2019 - 01.2022
BS Psychology
University of The East - Manila