Babylyn Sandro
Customer Service Representative
Calamba, Province Of Laguna
Summary
Knowledgeable and dedicated customer service professional with extensive experience in order support and technical support industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Customer Experience Specialist
Nanoleaf
10.2023 - 03.2026
- Rendered superior support to global customers by effectively resolving product and service challenges, focusing on enhancing customer satisfaction and retention.
- Supported resolution of technical challenges and offered comprehensive instructions for smooth integration with smart home ecosystems.
- promoted to administrator to oversee returns, manage backorders, and handle complex tickets requiring advanced problem-solving skills.
- coordinated with cross-functional teams to streamline prompt replacement processing and warranty claims management.
- Enhanced communication strategies providing clear, concise, and empathetic responses to customer inquiries and concerns.
- Contributed significantly to user experience enhancement by identifying recurring issues and recommending improvements to internal processes.
- Utilized Shopify and Zendesk online chat and email tools to facilitate outstanding customer service.
Customer Service Representative
TaskUs
01.2022 - 06.2022
- Responded to dasher inquiries via chat, call, and email to address concerns. Handled questions on delivery orders, pickup instructions, and navigation effectively. Efficiently resolved technical issues concerning app functionality. Ensured provision of clear troubleshooting guidance for dasher app concerns.
- Facilitated seamless order pickups and deliveries by coordinating with dashers effectively. Addressed issues such as missing items, customer complaints, and order rejections efficiently. Maintained open communication with dashers and customers to provide necessary updates.
- Handled escalated issues from dashers, ensuring timely resolution and support. Worked alongside internal teams, including operations and management, to tackle complex challenges. Addressed urgent situations through strategic collaboration with relevant stakeholders.
- Created a supportive environment for dashers by recognizing their efforts. Implemented rewards for outstanding performance to enhance motivation. Handled grievances effectively to ensure satisfaction and engagement. Promoted open dialogue to cultivate a strong sense of community among dashers.
Customer Service Representative
IGT Solutions
06.2018 - 12.2021
- Maintained flight attendant schedules by factoring in crew availability and flight assignments. Ensured adherence to legal rest requirements and contractual obligations within scheduling processes. Distributed shifts equitably among flight attendants for enhanced operational effectiveness. Coordinated roster management aligned with company policies and industry standards.
- Ensured comprehensive staffing for flights by managing and monitoring shift coverage. Managed rescheduling requests and facilitated shift swaps and emergency replacements efficiently. Quickly addressed issues arising from flight cancellations or unavailability of flight attendants.
- Coordinated flight attendant schedules while ensuring adherence to aviation regulations and labor laws. Incorporated collective bargaining agreements and company policies into scheduling practices. Prioritized compliance with duty time limitations and legal rest requirements in schedule management. Developed schedules that comply with aviation-specific labor regulations.
- Managed attendance data for flight attendants to accurately reflect work schedules.
Customer Service Representative
Sterling Global Call Center
05.2015 - 04.2018
- Managed customer inquiries, addressing concerns and complaints through phone support. Provided assistance on billing questions, service disruptions, technical matters, and account changes. Ensured delivery of accurate information in a professional manner while demonstrating empathy.
- Handled customer billing inquiries, resolving discrepancies and payment-related issues effectively. Explained charges clearly and provided multiple payment options to clients. Updated customer account information accurately after processing payments. Managed billing disputes by addressing concerns through clear communication.
- Executed troubleshooting for various telecom service issues, focusing on internet connectivity and call quality. Walked customers through detailed troubleshooting steps to enhance service performance. Ensured timely escalation of unresolved technical problems to specialized support teams.
- Managed escalation process for unresolved customer issues, engaging appropriate departments for solutions. Executed follow-up communications with customers to ensure complete satisfaction with resolutions. Liaised with higher-level support teams on intricate customer difficulties. Delivered timely updates and additional help during issue resolution phases.
Education
Bachelor of Science - Information Technology
ICCT Colleges
Cainta, Rizal01-2015
Skills
Customer service
Quality assurance
Data management
Organizational skills
Planning skills
Teamwork and collaboration
Team building
Virtual communication
Written communication
Task prioritization
Leadership
Research
Timeline
Customer Experience Specialist
Nanoleaf
10.2023 - 03.2026
Customer Service Representative
TaskUs
01.2022 - 06.2022
Customer Service Representative
IGT Solutions
06.2018 - 12.2021
Customer Service Representative
Sterling Global Call Center
05.2015 - 04.2018
Bachelor of Science - Information Technology
ICCT Colleges