BABY CAROLINE PLACIO SINGAYAN
Mortgage And Credit Card Advisor
Quezon City
Summary
Customer Service and Technical Support Specialist with 7+ years of experience across telecom, financial, healthcare, B2B accounts and Virtual Assistant. Skilled in troubleshooting, collections, and customer resolution while maintaining strong KPIs such as CSAT, AHT, and FCR.
Overview
12
12
years of professional experience
Work History
Process Executive
Cognizant
05.2026 - Current
- Handles Emails, Chats and Voice in Ride sharing account
- Lime Scooter Rental
- Streamlined data processing workflows, improving accuracy and reducing processing time.
- Facilitated effective communication between departments, enhancing collaboration on project initiatives.
- Developed and maintained documentation for processes, ensuring compliance and operational consistency.
- Led cross-functional teams in reviewing customer accounts, resolving discrepancies efficiently.
B2B Technical Support Representative
UnifyCX
07.2025 - 04.2026
- Provided technical support for business clients
- Troubleshot connectivity and device issues
- Handled billing concerns and maintained KPIs
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
Collections Agent
Concentrix
03.2025 - 06.2025
- Managed collections and payment arrangements
- Maintained productivity and compliance
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
Customer Service Representative
TELUS Digital
09.2024 - 12.2024
- Handled inbound customer concerns and billing issues in Financial Account
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Virtual Assistant
Task Force Virtual
09.2023 - 01.2024
- Managed admin tasks and scheduling as Appointment Setter in Real Estate
- Set up virtual Zoom meetings, invited guests and disseminated agendas.
- Elevated client experience by providing timely customer support via phone calls, emails, and live chat platforms.
- Answered and screened calls to provide information, schedule appointments and take detailed messages.
Virtual Assistant
Start Virtual
05.2023 - 09.2023
- Provided admin and customer support as Appointment Setter in Real Estate.
- Elevated client experience by providing timely customer support via phone calls, emails, and live chat platforms.
- Conferred with customers by telephone, chat or email to provide information.
Customer Service Representative
Concentrix
09.2022 - 11.2022
- Customer Support In Health Care Account
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Teammate
TaskUs
06.2021 - 01.2022
- Customer support and KPI achievement in Uber Account.
- Worked well in a team setting, providing support and guidance.
- Excellent communication skills, both verbal and written.
Mortgage Financial Advisor
Concentrix
05.2017 - 11.2020
- Financial account support and compliance in Mortgage Financial Account.
- Developed comprehensive financial plans for clients to achieve short-term and long-term goals.
- Educated clients on various financial matters and provided professional recommendations on investment opportunities, products, and services based on each clients' individual needs.
- Developed personal rapport with each client to maintain customer loyalty and establish long-term accounts.
Customer Service Representative
Alorica Philippines
07.2015 - 05.2017
- Customer inquiries and billing support in Telco Account.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- 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.
Customer Service Representative
Teletech - Robinsons Place Lipa
12.2013 - 04.2015
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Bachelor of Arts - Mass Communication
New Era University
Quezon City04-2012
Skills
B2B Technical Support
Customer Service
Collections
Troubleshooting (iOS, Android, Internet)
Technical support
Network diagnostics
Microsoft outlook
Timeline
Process Executive
Cognizant
05.2026 - Current
B2B Technical Support Representative
UnifyCX
07.2025 - 04.2026
Collections Agent
Concentrix
03.2025 - 06.2025
Customer Service Representative
TELUS Digital
09.2024 - 12.2024
Virtual Assistant
Task Force Virtual
09.2023 - 01.2024
Virtual Assistant
Start Virtual
05.2023 - 09.2023
Customer Service Representative
Concentrix
09.2022 - 11.2022
Teammate
TaskUs
06.2021 - 01.2022
Mortgage Financial Advisor
Concentrix
05.2017 - 11.2020
Customer Service Representative
Alorica Philippines
07.2015 - 05.2017
Customer Service Representative
Teletech - Robinsons Place Lipa
12.2013 - 04.2015
Bachelor of Arts - Mass Communication
New Era University
Character References
Teresa Caranzo 09270295583 Supervisor at UnifyCx
Ken Carlos 09451241193 Client Sucess Manager at Task Force Virtual and Start Virtual
Rochelle Red 09327093501 Team Leader Operations at Concentrix
rochelle.red@concentrix.com
May Antonette Perez 09923625488 Manager Operations at Concentrix mayantonette.perez@concentrix.com
Arrabelle Bentibano 09562663030 Supervisor at Concentrix
bentibanoarabelle@gmail.co