Arlene Cris Cordova
Bacolod City,Philippines
Summary
Resourceful Customer Service Representative focused on driving customer satisfaction through effective communication and proactive problem-solving. Managed inquiries and resolved complaints while maintaining accurate records, contributing to continuous improvement and collaborative relationships. Thrived in fast-paced environments by building rapport and ensuring efficient resolution of customer issues.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Concentrix
Bacolod City, Philippines
08.2024 - 05.2026
- Facilitated flight bookings, rebookings, and refunds to enhance passenger experience.
- Clarified rebooking, refund, and travel credit policies to ensure passenger understanding.
- Presented solutions for managing flight disruptions and overbooking to minimise passenger inconvenience.
- Delivered exceptional customer service to ensure client satisfaction and repeat business.
Customer Service Representative
Teletech
Bacolod City, Philippines
12.2022 - 06.2024
- Resolved customer billing concerns, ensuring clarity and satisfaction.
- Troubleshooting customer devices and network.
- Presented product features and benefits to potential customers.
- Handled customer service enquiries promptly and accurately to enhance customer experience.
- Assisted customers with product-related questions, feedback and complaints.
- Maximised customer satisfaction by resolving service issues promptly.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Established rapport with customers through professional communication, fostering trust and loyalty.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Assisted in fulfilment of customer orders placed in person, via email, online and by telephone.
- Processed and issued product orders and service upgrades for customers.
- Remained calm under pressure to handle customer complaints and solve problems.
Customer Service Representative
Teleperformance
Bacolod City, Philippines
10.2019 - 06.2020
- Assisted nursing staff and pharmacies in processing medication claims, ensuring timely support for member needs.
- Assisted members in navigating health insurance changes and overrides.
- Facilitated communication between providers and members to enhance claim processing efficiency.
- Recorded customer interactions, capturing inquiries, comments, and resolutions to enhance future service.
- Updated customer information to facilitate data-driven insights for improved service delivery.
Customer Service Representative
Panasiatic Call Centers Inc.
Bacolod City, Philippines
06.2018 - 03.2019
- Built strong relationships with internal and external clients to enhance collaboration and service delivery.
- Supported customers in resolving phone service and technical issues.
- Coordinated multiple tasks while addressing customer concerns to ensure timely support.
- Addressed customer service enquiries quickly and accurately.
- Guided customers through product-related questions, feedback, and complaints to improve overall experience.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.
Immersion/On the Job Training
Panasiatic Call Centers Inc.
Bacolod City, Philippines
12.2017 - 12.2017
- Facilitated seamless customer interactions across four departments, enhancing loyalty and ensuring positive experiences during two-week rotation.
- Assisted applicants in taking initial tests and observed interview processes in recruitment department, contributing to streamlined candidate evaluation.
- IT Department - able to observe how IT works, check defective stations and equipment, and replace it.
- Organised and filed employees' confidential documents in the compensation and benefits department to ensure easy access and compliance with privacy regulations.
- Assisted Human Resource employees by organising and filing employee papers and documents, including cost memos, to enhance departmental efficiency.
- Engaged with customers to identify needs and provided tailored service, improving overall satisfaction.
- Built and maintained courteous and effective working relationships.
Education
SENIOR HIGH SCHOOL - Humanities and Social Sciences
Luis Hervias National High School
Bacolod City01-2018
High School -
Luis Hervias National High School
Bacolod City01-2016
Skills
- Booking management
- Order processing
- Technical support
- Call centre experience
- Live chat support
- Sales expertise
- Time management
- Multi-tasking
- Problem solving
- Active listening
- Customer empathy
- Empathy understanding
- Rapport building
- Flexible scheduling
Personal Information
Age: 24
References
- Julie Ann Jera Torrecampo, Customer Service Representative, TTEC, 09618925685
- Cristine Cordova, Sales Representative, Mhays Wellness product center, 09511809125
- Shiela Jean Yanquin, Customer Service Representative, TTEC, 09978295240
Languages
English
Intermediate
B1
Certification
- Top Sales Advisor for an airline account.
Hobbies and interests
- Travelling
- Reading
- puzzles and brain teasers
- Watching films / movies and anime
- Listening to podcast or music
References
Rixson Paderna
- 09811025111
- IPM
- OIC
Nicole Valera
- 09502130731
- Concentrix
- Chat Representative
Rico Navarte Jr
- 0945315080
- Tapper's Catering
- Waiter
Timeline
Customer Service Representative
Concentrix
08.2024 - 05.2026
Customer Service Representative
Teletech
12.2022 - 06.2024
Customer Service Representative
Teleperformance
10.2019 - 06.2020
Customer Service Representative
Panasiatic Call Centers Inc.
06.2018 - 03.2019
Immersion/On the Job Training
Panasiatic Call Centers Inc.
12.2017 - 12.2017
SENIOR HIGH SCHOOL - Humanities and Social Sciences
Luis Hervias National High School
High School -
Luis Hervias National High School