Enjoys word and strategic games such as Chess and Scrabble
Clariss Anne Matic-Ramirez
Customer Service Representative
San Rafael,BUL
Work Preference
Summary
I offer extensive experience in customer and client-facing roles, combined with a solid background in project and account management. My strengths lie in building strong client relationships, managing multiple priorities, and ensuring projects are delivered efficiently and to a high standard. I bring businesses a balance of interpersonal skills and organizational expertise, contributing to both customer satisfaction and operational success.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Telework Ph
09.2024 - Current
- Assisted PSA Vault customers with inquiries and support needs.
- Coordinated with internal teams to resolve submission errors, order status updates, shipping issues, and imaging concerns.
- Provided timely updates on submission and item progress.
- Delivered customer support across email, live chat, social media, and written correspondence.
- Utilized business intelligence tools (Lightdash) to identify and troubleshoot issues.
- Consistently met and exceeded daily performance goals and KPIs.
- 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.
Project-in-charge
JRT Telecom Enterprise Inc.
09.2020 - 09.2024
- Oversaw daily maintenance and corrective work for PLDT-assigned sites.
- Coordinated with contractors on maintenance-related issues and ensured compliance with PLDT standards, QA/QC policies, and performance metrics.
- Liaised with PLDT clients to gather requirements and represent them onsite.
- Reviewed and approved contractor billing requests, claims, and budget orders.
- Assessed contractor capacity for potential project awards.
- Monitored project quality, budget, schedule, and personnel performance.
- Communicated updates and addressed concerns promptly via calls, email, and messaging apps.
- Prepared and submitted weekly, monthly, quarterly, and annual performance reports.
Corporate Account Manager
TPG Telecom (OCSI)
05.2019 - 10.2020
- Developed and managed relationships with new and existing business clients, building a strong network of industry contacts.
- Coordinated with internal teams to ensure timely and efficient delivery of products and services.
- Led one-on-one client meetings to assess needs, present solutions, and complete contracts.
- Handled order documentation and ensured accuracy in contract completion.
- Fostered professional relationships with current and potential clients to support long-term business growth.
- Promoted TPG Telecom’s corporate products through outbound sales, agents, and key system integrators.
- Supported business goals by performing additional tasks and working extended hours when necessary.
IiNet Residential Support
TPG Telecom (OCSI)
08.2018 - 05.2019
- Delivered excellent customer service in line with established quality guidelines.
- Handled customer complaints and inquiries via calls, CRM tickets, and social media.
- Provided timely and high-quality assistance across multiple channels.
- Multitasked effectively to manage calls, tasks, emails, and requests in real time.
- Monitored and prioritized proactive tasks based on urgency levels.
- Assisted colleagues by sending notifications for unusual or complex concerns.
- Supported team members in updating and managing pending tasks.
Technical Operations Support Engineer
Globe Telecom Inc. (IPI)
02.2018 - 07.2018
- Provided 24/7 technical support for corporate telecom services on a rotating shift schedule.
- Troubleshot network issues using monitoring tools and documented resolutions in Globe’s ticketing system.
- Handled Level 2 network issues in coordination with local carriers, field engineers, and internal support teams.
- Generated and analyzed daily, weekly, and monthly performance and incident reports.
- Issued outage advisories and notifications to internal teams and Globe business partners during major incidents.
- Managed multiple tasks simultaneously, including calls, tickets, emails, and real-time requests.
- Performed port changes and modem reconfigurations for affected circuits.
Customer Service Representative
Teleperformance Philippines
08.2017 - 02.2018
- Handled high volumes of inbound phone calls efficiently and professionally.
- Assessed customer needs to ensure satisfaction and effective service delivery.
- Built trust and long-term relationships through clear and interactive communication.
- Resolved customer complaints by providing timely solutions and consistent follow-up.
- Maintained detailed records of customer interactions and processed account documentation.
- Adhered to communication protocols, company policies, and service guidelines.
Education
Bachelor of Science - Computer Engineering
Bulacan State University
Malolos City, Bulacan, Philippines06-2017
Skills
Records management proficiency
CRM expertise
Skilled in designing visual content with Canva
Experienced with Google Workspace and Microsoft Office
Customer support expertise
Strategic task management
Appointment scheduling
Proficient in computer applications
Project management expertise
Interests
Plays cooperative games like It Takes Two and Overcooked on the Nintendo Switch
Builds and collects LEGO and puzzle-based models and memorabilia
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Languages
English
Intermediate (B1)
Timeline
Customer Service Representative
Telework Ph
09.2024 - Current
Project-in-charge
JRT Telecom Enterprise Inc.
09.2020 - 09.2024
Corporate Account Manager
TPG Telecom (OCSI)
05.2019 - 10.2020
IiNet Residential Support
TPG Telecom (OCSI)
08.2018 - 05.2019
Technical Operations Support Engineer
Globe Telecom Inc. (IPI)
02.2018 - 07.2018
Customer Service Representative
Teleperformance Philippines
08.2017 - 02.2018
Bachelor of Science - Computer Engineering
Bulacan State University