Charo Hicban
Mabalacat
Summary
Professional with strong background in customer service and communication. Adept at resolving issues efficiently and maintaining customer satisfaction. Strong team collaborator with focus on achieving results and adapting to changing needs. Skilled in active listening, problem-solving, and using CRM software effectively. Dependable and results-oriented with passion for delivering quality service.
Overview
5
5
years of professional experience
Work History
Call Center Agent
Sutherland Global Services
01.2026 - Current
- Utilized CRM software to track customer interactions and ensure accurate documentation.
- Advised customers on product features and services, fostering trust and satisfaction.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Offered technical assistance for customers experiencing difficulties with online processes or software applications related to company products or services.
- Provided support for escalated calls, acting as a liaison between the customer and upper management when necessary.
- Resolved customer issues promptly, ensuring satisfaction and loyalty.
- Boosted client retention rates by providing exceptional customer service and building rapport with callers.
Control Room Operator / Customer Service Attendant
Zone Parking Solutions LLC
06.2024 - 11.2025
- Monitored parking facility operations to ensure efficient vehicle flow and compliance with safety regulations.
- Operated control room systems for real-time data on occupancy levels and revenue generation.
- Responded promptly to customer inquiries, resolving issues to enhance the user experience.
- Collaborated with maintenance teams to coordinate timely repairs and minimize downtime of equipment.
- Trained new operators on control room protocols and emergency procedures, fostering a knowledgeable team environment.
- Implemented standard operating procedures that enhanced communication between control room staff and field personnel.
- Performed emergency operations to shut down faulty equipment, maintain electric service and safeguard station machinery.
- Managed crisis situations calmly under pressure, collaborating with team members to resolve problems quickly while minimizing potential impacts on operations.
- Provided support during peak hours, contributing to smooth operations and minimal wait times for customers.
- Served as a mentor for new hires, providing guidance and support in their transition into the Customer Service Attendant role.
Telesales Executive
Zenith CFD Marketing Management
02.2024 - 05.2024
- Executed outbound calling campaigns to engage potential customers and promote product offerings.
- Utilized CRM software to systematically document interactions and optimize customer relationship strategies.
- Engaged with team members to analyze and develop effective sales strategies.
- Coordinated day-to-day activities, ensuring optimal collaboration and workflow among all team members.
- Monitored and analyzed product features, benefits, and market trends to enhance competitive positioning.
Customer Service Representative
Iqor Philippines
10.2021 - 05.2022
- Manage large amount of inbound calls in a timely manner.
- Handling customer inquiries and payment.
- Documenting all call information according to standard operating procedures.
- Handling complaints, providing appropriate solutions and alternatives within the time limits.
- 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.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
Information Technology
AMA Computer Center
Pampanga, Philippines04-2015
Skills
- Customer Service
- Fast and eager to learn
- Interpersonal Skills
- Ability to work in a fast pace environment
- Microsoft Office
- Computer Literate
- Organization Skills
- Call center operations
- Customer communications
- Problem-solving skills
- Data entry
- Issue resolution
LANGUAGES
English
Tagalog
Timeline
Call Center Agent
Sutherland Global Services
01.2026 - Current
Control Room Operator / Customer Service Attendant
Zone Parking Solutions LLC
06.2024 - 11.2025
Telesales Executive
Zenith CFD Marketing Management
02.2024 - 05.2024
Customer Service Representative
Iqor Philippines
10.2021 - 05.2022
Information Technology
AMA Computer Center