Conchita Rebecca Miakoun
Teammate /Customer Service Representative
Teresa,RIZ
Summary
Dynamic professional with a strong analytical mindset and proven problem-solving abilities, honed at LIZARDBEAR TASKING INC. Committed to delivering exceptional service while effectively managing high-stress situations.
Overview
11
11
years of professional experience
Work History
Teammate/ Case Analyst
LIZARDBEAR TASKING INC
04.2023 - Current
- Handling a pure non voice Digital Financial campaign.
- Investigate customers account thoroughly, being keen to details.
- Analyzing cases or account that needs to be escalated to next level
Quality Analyst
Intouch CX (formerly 24 -7 Intouch Phils)
01.2022 - 01.2023
- Provide regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Monitor customer interaction (email, messaging ,chats, Inbound & Outbound Calls)
- Facilitate Ticket /Call Review session. Attending Calibration Session.
Temporary Team Coordinator
24 -7 Intouch Phils
11.2021 - 01.2022
- Supervised 15 co-workers.
- Worked with customer service to handle escalated customer issues.
- Served as a liaison between management and team members to address concerns and facilitate problem-solving initiatives.
Customer Service Representative
24 -7 InTouch Phils
05.2019 - 11.2021
- Resolved/Answer customer complaints or Inquires via Email, Messaging and Phone calls.
- Processing refunds, cancellations, reimbursements, modifying reservations, and managing customers' accounts for a known homestay renting company
Customer Service Representative
Sutherland Global Services
09.2018 - 03.2019
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information regarding a telco account
- Developed rapport with customers through active listening skills and empathizing.
Customer Service Representative
TELUS INTERNATIONAL PHILS INC
06.2018 - 08.2018
- Handled a Telco account (Inbound & Outbound calls)
- Delivered prompt service to prioritize customer needs.
Technical Support Representative
ALTIUS INSPIRO, INC.
02.2018 - 03.2018
- Dish Satellite Account
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Answer customers inquires to their Bills
Technical Support Representative
IBEX GLOBAL SOLUTIONS (PHILS.)
11.2017 - 01.2018
- Deals with North American / US customers
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions on their phone network connectivity issues.
Customer Service Representative
FOUNDEVER PHILIPPINE CORPORATI
09.2017 - 11.2017
- Assists customers that has inquiries or complaints regarding the items purchased through an American office supply retail company.
Customer Service Representative
DIGITAL ROOM (PHILIPPINES) INC
01.2017 - 06.2017
- Deals with customers who uses the website to bring their creations to life by matching their digital designs to the exact size, materials and finishing options of their final, custom manufactured marketing and branding materials.
Customer Service Representative
SUTHERLAND GLOBAL SERVCS PHILS
06.2016 - 11.2016
- Financial account
- Answering inquires related to user's accounts, transactions, and disputes through inbound call.
Technical Support Representative
CONVERGYS PHILIPPINES SERVICES
04.2016 - 06.2016
- Provided remote assistance to customers with Digital experiencing technical difficulties, guiding them through step-by-step resolutions for an Accounting software.
Customer Service Representative
TRANSCOM WORLDWIDE PHILIPPINES
08.2015 - 04.2016
- Deal with customers who needed repair, reimbursement, or replacement of a defective washing machine
Customer Service Representative
ALORICA TELESERVICES, INC. (formerly EGS)
08.2015 - 08.2015
- Telco (Collections Support)
- focuses on assisting with the recovery of outstanding debts from customers.
Technical Support Representative
VXI GLOBAL HOLDINGS B.V. (PHIL
05.2015 - 07.2015
- Identifying and resolving technical issues faced by clients, whether it's related to hardware, software, or network connectivity.
Customer Service Representative
CONCENTRIX DAKSH SERVICES PHIL
03.2015 - 05.2015
- Postpaid /Telecommunications Account
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Service Crew Member
UNIBEE FOODS CORPORATION
08.2014 - 11.2014
- Prepared food items accurately and quickly, adhering to strict food safety guidelines.
- Maintained a clean and organized work environment for improved customer experiences.
Education
Bachelor of Arts - in Mass Communication
Lourdes College
Cagayan De Oro, Province Of Misamis Oriental, Philippines 04.2001 -
High School Diploma -
Medina National Comprehensive High School
Medina, Misamis Oriental 04.2001 -
Skills
Compliance monitoring
Customer service
Problem-solving abilities
Microsoft office
Analytical mindset
Client interaction
Accomplishments
August 12, 2016
- 2nd placer, Certificate of Excellence, PayPal - Australia, Sutherland Global services
- Best in Quality
June 21, 2019
- Attained highest score (100%) in Net Promoter Score, 24-7 Intouch Phils
- Certificate of exceptional performance (94% QA Best start during Community Education - Nesting)
3rd week of April 2025
- Top 20 Teammates who won 1000 EGC for Having 100% Perfect Attendance, no HiCE and critical Markdown received in Quality.
Timeline
Teammate/ Case Analyst
LIZARDBEAR TASKING INC
04.2023 - Current
Quality Analyst
Intouch CX (formerly 24 -7 Intouch Phils)
01.2022 - 01.2023
Temporary Team Coordinator
24 -7 Intouch Phils
11.2021 - 01.2022
Customer Service Representative
24 -7 InTouch Phils
05.2019 - 11.2021
Customer Service Representative
Sutherland Global Services
09.2018 - 03.2019
Customer Service Representative
TELUS INTERNATIONAL PHILS INC
06.2018 - 08.2018
Technical Support Representative
ALTIUS INSPIRO, INC.
02.2018 - 03.2018
Technical Support Representative
IBEX GLOBAL SOLUTIONS (PHILS.)
11.2017 - 01.2018
Customer Service Representative
FOUNDEVER PHILIPPINE CORPORATI
09.2017 - 11.2017
Customer Service Representative
DIGITAL ROOM (PHILIPPINES) INC
01.2017 - 06.2017
Customer Service Representative
SUTHERLAND GLOBAL SERVCS PHILS
06.2016 - 11.2016
Technical Support Representative
CONVERGYS PHILIPPINES SERVICES
04.2016 - 06.2016
Customer Service Representative
TRANSCOM WORLDWIDE PHILIPPINES
08.2015 - 04.2016
Customer Service Representative
ALORICA TELESERVICES, INC. (formerly EGS)
08.2015 - 08.2015
Technical Support Representative
VXI GLOBAL HOLDINGS B.V. (PHIL
05.2015 - 07.2015
Customer Service Representative
CONCENTRIX DAKSH SERVICES PHIL
03.2015 - 05.2015
Service Crew Member
UNIBEE FOODS CORPORATION
08.2014 - 11.2014
Bachelor of Arts - in Mass Communication
Lourdes College
04.2001 -
High School Diploma -
Medina National Comprehensive High School
04.2001 -