ANGELICA PERLYN AURELIO
Valenzuela City
Summary
Dedicated customer service professional with five years of diverse experience in client-facing roles, committed to enhancing customer satisfaction and fostering positive relationships. Seeking a remote position with an innovative company that prioritizes employee well-being and provides a seamless work-from-home environment from training through production. Proven ability to adapt to various challenges while maintaining focus on delivering exceptional service and support. Eager to contribute skills and expertise to a dynamic team that values collaboration and growth.
Overview
6
6
years of professional experience
Work History
Part Time Customer Service Representative
Newstel
Remote
10.2025 - 02.2026
- Managed customer interactions related to order inquiries through multiple channels, including phone, chat, and email, leveraging Zendesk for efficient resolution.
- Assessed and reported on delivery status to facilitate logistics management.
- Facilitated customer order processing through KeyIVR to resolve placement issues.
- Managed customer order issues by processing refunds, replacements, and credits to ensure satisfaction.
- Evaluated customer needs and recommended suitable products accordingly.
- Identified and escalated critical client issues to appropriate teams for effective handling.
Subject Matter Expert
TDCX
Remote
10.2023 - 04.2025
- Provide guidance and support to agents in effectively resolving customer concerns.
- Facilitate management approvals for cases exceeding individual decision-making thresholds.
- Handle escalated interactions, including supervisor-level calls, chats, and emails.
- Assist in training and mentoring new hires during the nesting phase to ensure a smooth transition.
Customer Service Representative
TDCX
Remote
02.2023 - 10.2023
- Resolved customer issues through effective communication via email, phone calls, and live chat, leveraging Salesforce for streamlined support.
- Assisted in meeting customer satisfaction goals and efficiency standards. Supported issue resolution efforts to enhance customer experiences. Contributed to building customer loyalty through effective service delivery.
- Analyzed customer concerns and provided actionable recommendations to prevent future issues, while maintaining consistent communication with clients.
- Develop and maintain vast knowledge of campaign's product and latest offerings
- Resolved customer issues by providing timely updates on order status, refund processes, shipping details, promotional usage, return guidelines, and estimated delivery timelines.
- Monitored order status, processed refunds, and managed return and exchange requests using Shopify.
Customer Specialist
Microsourcing
Remote
12.2021 - 01.2023
- Responding to customer queries in a timely and effective manner via Zendesk.
- Identifying customers needs and provide first level of support as needed.
- Resolve customer's issues/complaints within the set SLA using the right processes and procedures.
- Perform other tasks that maybe assign from time to time and act as a back up support to colleagues when needed.
Customer Service Representative
TaskUs
Remote
12.2019 - 12.2021
- Engaged with customers and store owners daily to enhance brand loyalty and satisfaction.
- Utilized active listening techniques to identify customer needs while effectively conveying company policies with empathy.
- Cultivated a supportive work environment through steadfast positivity amidst fast-paced challenges.
- Communicated order status and details to customers to enhance satisfaction and transparency.
- Facilitated resolution of customer and store owner concerns through refunds and compensation.
Customer Service Representative
Alorica
09.2019 - 11.2019
- Managed customer interactions related to order inquiries through multiple channels, including phone, chat, and email, leveraging Zendesk for efficient resolution.
- Assessed and reported on delivery status to facilitate logistics management.
- Facilitated customer order processing through KeyIVR to resolve placement issues.
- Managed customer order issues by processing refunds, replacements, and credits to ensure satisfaction.
- Evaluated customer needs and recommended suitable products accordingly.
- Identified and escalated critical client issues to appropriate teams for effective handling.
Education
Psychology
Polytechnic University of The Philippines
Santa Mesa, Metro Manila, Philippines05-2019
Skills
Customer service
Active listening
Critical thinking
Data entry
Computer proficiency
Payment processing
Product knowledge
Order processing
Documentation
Live chat support
Retail store support
Escalation management
CRM software proficiency
Language
English
Filipino
Timeline
Part Time Customer Service Representative
Newstel
10.2025 - 02.2026
Subject Matter Expert
TDCX
10.2023 - 04.2025
Customer Service Representative
TDCX
02.2023 - 10.2023
Customer Specialist
Microsourcing
12.2021 - 01.2023
Customer Service Representative
TaskUs
12.2019 - 12.2021
Customer Service Representative
Alorica
09.2019 - 11.2019
Psychology
Polytechnic University of The Philippines
System and Tools
- Salesforce
- Teamviewer
- Zendesk
- Shopify
- Outlook
- Zoho