Hi, I’m
Annie T. Medina
San Isidro
Summary
Customer service professional with reputation for high standards and delivering results. Extensive experience in managing customer interactions and resolving issues promptly. Known for excellent team collaboration and adaptability to changing demands, with strong communication and interpersonal skills.
Overview
11
years of professional experience
1
Certification
Work History
Quantrics
CSR at Case Management Department (Bell Canada Back Office)
01.2024 - 12.2024
Job overview
- Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
- Streamlined communication between departments, ensuring timely resolution of customer concerns.
- Investigated and resolved customer inquiries and complaints quickly.
Quantrics
CSR (Virgin Plus Canada)
06.2023 - 01.2024
Job overview
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
Hinduja Global Solution
Customer Service Specialist (AMEX UK)
06.2022 - 02.2023
Job overview
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
WNS
Trainer/Sr. Associate (JPMorgan Chase & Co. Travel Center powered by Expedia)
12.2019 - 05.2022
Job overview
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Collaborated with subject matter experts to create accurate training content.
- Contributed to the retention of top talent by providing employees with the resources and support necessary to excel in their roles.
Freelance.com
Product Image Annotator at Lionbridge
01.2019 - 12.2019
Job overview
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Passionate about learning and committed to continual improvement.
Concentrix
GEMBA Member (Amazon.com)
01.2018 - 12.2019
Job overview
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Managed time efficiently in order to complete all tasks within deadlines.
Concentrix
Quality Analyst / subject Matter Expert (Amazon.com)
11.2016 - 12.2018
Job overview
- Developed and maintained quality assurance procedure documentation.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Ensured compliance with regulatory requirements by meticulously reviewing documentation and maintaining accurate records.
Concentrix
Senior Customer service Associate (Amazon.com)
11.2015 - 12.2016
Job overview
- Escalated issues to proper supervisors when standard processes were not effective.
- Greeted customers and listened closely to problems described to determine solutions.
- Checked status of orders and back-ordered products to coordinate efficient shipments.
Local Government Unit Sorsogon Province
Barangay Secretary
12.2013 - 04.2015
Job overview
- Maintained daily report documents, memos and invoices.
- Prepared professional correspondence, including memos, letters, and emails, ensuring accuracy and timeliness.
- Maintained accurate records of office expenses, assisting in budget preparation and cost control efforts.
- Coordinated travel arrangements for senior staff, ensuring smooth business trips with minimal disruptions.
Education
Manila East Training And Review CenterTaytay, Rizal
No Degree from Nursing Assistant
06-2007
Immaculate Concepcion College of Albay
Hotel and restaurant management
10-2005
Donsol Nat'l Comprehensive HighschoolDonsol, Sorsogon
Highschool
04-2004
Suguian Elementary SchoolDonsol, Sorsogon
Elementary School
04-2000
Skills
- Customer focus
- Complaint handling
- Critical thinking
- Professional telephone demeanor
- Computer proficiency
- Documentation
- Call management
- Call center operations
Personal Information
- Citizenship: Filipino
- Date of Birth: 09/19/87
- Marital Status: Married
- Place of Birth: Sorsogon
Certification
- Team Top Performer
- General Virtual Assistant
Timeline
CSR at Case Management Department (Bell Canada Back Office)
Quantrics
01.2024 - 12.2024
CSR (Virgin Plus Canada)
Quantrics
06.2023 - 01.2024
Customer Service Specialist (AMEX UK)
Hinduja Global Solution
06.2022 - 02.2023
Trainer/Sr. Associate (JPMorgan Chase & Co. Travel Center powered by Expedia)
WNS
12.2019 - 05.2022
Product Image Annotator at Lionbridge
Freelance.com
01.2019 - 12.2019
GEMBA Member (Amazon.com)
Concentrix
01.2018 - 12.2019
Quality Analyst / subject Matter Expert (Amazon.com)
Concentrix
11.2016 - 12.2018
Senior Customer service Associate (Amazon.com)
Concentrix
11.2015 - 12.2016
Barangay Secretary
Local Government Unit Sorsogon Province
12.2013 - 04.2015
Manila East Training And Review Center
No Degree from Nursing Assistant
Immaculate Concepcion College of Albay
Hotel and restaurant management
Donsol Nat'l Comprehensive Highschool
Highschool
Suguian Elementary School
Elementary School
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