Cathy Batallones
Customer Service Representative
Iloilo City
Summary
Results-driven Customer Service Professional with 6 years of experience in the BPO industry, specializing in Financial and Telco accounts. Demonstrates a strong sales and retention focus, with a proven track record of meeting and exceeding key performance indicators, including first-call resolution, average handle time, and customer satisfaction scores.
Overview
3
3
Languages
12
12
years of professional experience
Work History
Customer Service Representative T3
Teletech/Verizon
08.2024 - 05.2026
- Troubleshooting network connectivity, slow internet, dropped calls, or SIM card issues.
- Billing and Account Management
- Explaining charges, resolving discrepancies, and assisting with payment issues.
- Helping customers with plan upgrades, downgrades, and cancellations.
- Fraud and Security Awareness
- Educating customers on scams, phishing, and unauthorized transactions.
- Assist with phone upgrades and replacements.
- Transfers of Service
- Sales and Retention
Customer Service Representative 1. UK Department
Global Payments Process Centre Inc.
07.2017 - 07.2018
- Receiving orders from merchants and adding business information.
- Assist merchant's inquiries about payments transactions processed to their terminals
- Corresponds regularly with the merchants and internal departments
- Provides authorization services, customer service, and technical assistance for merchants using card terminals
Customer Service Representative
FI Department at Sitel
11.2014 - 04.2017
- Conduct a series of verifications.
- Validate the information provided during the application and investigate if it's not stolen or fraudulent.
- Card Activation and account closure
- Verify transactions and account activities
- Funds Inquiries
- Delivered exceptional customer service by resolving inquiries and issues effectively and promptly.
- Utilized CRM software to document customer interactions, ensuring accurate and timely follow-ups.
- Trained new team members on customer service protocols, enhancing team performance and efficiency.
- Collaborated with cross-functional teams to streamline processes and improve customer satisfaction rates.
Education
Bachelor's Degree - Hotel and Restaurant Technology, Culinary Arts
Southern Iloilo Polytechnic College - Western Visayas College of Science and Technology
Iloilo City04-2009
Skills
Adaptability
Active listening
Analytical Skills
Problem Solving Skills
Technical Skills
Clear verbal communication
Nonverbal communication
Empathy and understanding
COURSES
- Google Workspace (1 week), Clairvoyance August 2024 — August 2024
- Virtual Assistance Advance Training( 2 weeks), Clairvoyance August 2024 — August 2024
Timeline
Customer Service Representative T3
Teletech/Verizon
08.2024 - 05.2026
Customer Service Representative 1. UK Department
Global Payments Process Centre Inc.
07.2017 - 07.2018
Customer Service Representative
FI Department at Sitel
11.2014 - 04.2017
Bachelor's Degree - Hotel and Restaurant Technology, Culinary Arts
Southern Iloilo Polytechnic College - Western Visayas College of Science and Technology