Driven and detail-oriented customer service professional with 5 years of experience in the BPO and VA industry. Highly motivated to continuously develop skills while contributing to organizational growth. Proven ability to manage multiple priorities, maintain accurate records, and support customer relationship management. A dependable, goal-oriented team player with strong scheduling, document control, and problem-solving skills. Committed to delivering exceptional customer support, ensuring data accuracy, and supporting business growth through efficient coordination and service excellence.
Hi, I’m
Cristina Rose Lumanta
Quality Customer Service And Sales Representative
Ormoc City
Summary
Overview
8
years of professional experience
2018
years of post-secondary education
1
Language
Work History
Keep Smiling Plumbing
Appointment Scheduler
09.2024 - 09.2025
Job overview
- Enhanced customer satisfaction with timely and accurate appointment confirmations and reminders.
- Developed strong relationships with clients, providing personalized service when booking, rescheduling, or canceling appointments.
- Maintained a comprehensive understanding of company policies and procedures in order to effectively communicate them to clients during the scheduling process.
- Handled complaints and questions by providing appropriate resolutions on a timely manner
- Handled all communication channels (call, email, and chat)
- Manages the calendar of working technicians on a Sunday and dispatching them for scheduled appointments
KimJay Management Inc.
Customer Service Representative
03.2022 - 08.2024
Job overview
- Managed calendar scheduling for the company website and their training classes on the AHA (American Heart Association) website, optimizing daily operations and supporting sales growth
- Handled class reservations and proactively contacted potential students to minimize missed opportunities and increase enrollments
- Provided responsive, multi-channel support (calls, emails, live chat), addressing customer inquiries, complaints, and class scheduling needs
- Built strong customer relationships through professional and empathetic communication, consistently exceeding sales and satisfaction targets
- Processed customer orders received via email, website, and phone, ensuring accurate and timely fulfillment
- Monitored shared inboxes to resolve customer issues and complaints promptly
- Performed administrative tasks, including invoice management and inventory tracking of training equipment and supplies
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
VIRTUAL STAFFING SOLUTIONS
QUALITY ANALYST
09.2021 - 02.2022
Job overview
- Prepared and maintained weekly performance reports using Excel for Training & Quality Analyst (TQA) reviews
- Monitored and audited calls to evaluate agent performance and adherence to quality standards
- Identified performance outliers and coordinated with operations to initiate coaching and huddle sessions
- Participated in weekly client calibrations to align on quality benchmarks and feedback standards
- Assessed agent performance on a weekly and month-to-date basis, highlighting trends and improvement areas
- Analyzed call trends and agent behaviors to recommend actionable strategies for improving call quality
- Identified process inefficiencies through meticulous data analysis, leading to streamlined operations and increased productivity.
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner, demonstrating commitment to exceptional service.
VIRTUAL STAFFING SOLUTIONS
SALES REPRESENTATIVE
02.2021 - 09.2021
Job overview
- Informed Medicare members about available health benefits and services covered under their plan
- Delivered persuasive sales pitches to promote test kits and medical equipment covered by Medicare
- Educated members on the value and usage of preventive healthcare tools and devices
- Ensured compliance with Medicare guidelines while promoting products and services
- Increased sales revenue by identifying and targeting high-potential accounts.
- Expanded customer base through cold calling, networking, and relationship building.
TELEPERFORMANCE/TELEPHILIPPINES
CUSTOMER SERVICE REPRESENTATIVE
01.2019 - 05.2020
Job overview
- Secured customer accounts by identifying and addressing fraudulent activities
- Assisted users with account setup, device troubleshooting, and system reboots
- Updated and managed payment information, including card details and billing profiles
- Reviewed and resolved issues related to successful and failed transactions
- Provided multi-channel support via phone and chat, ensuring prompt and effective service
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
SYKES ASIA CEBU
CUSTOMER SERVICE REPRESENTATIVE
12.2017 - 12.2018
Job overview
- Responded to customer inquiries, concerns, and complaints across phone, chat, and email channels, ensuring timely and effective resolution
- Provided support to partner restaurants by managing their online pages, including adding/removing promotions and discounts
- Collaborated with internal teams to address partner needs and maintain accurate, up-to-date content
- Maintained high customer satisfaction by delivering professional and solution-oriented service
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
WESTERN LEYTE COLLEGE
BACHELOR OF SCIENCE IN BUSINESS ADMINISTRATION
University Overview
Skills
MS WORD
undefinedAccomplishments
Accomplishments
- Awarded Top Quality Analyst (2021) within three months of promotion, recognizing exceptional performance and attention to quality standards.
- Recognized as Top 10 Agent at Teleperformance for outstanding performance and customer satisfaction.
- Awarded Top 3 Chat Support Agent at Sykes on two occasions for exceptional service quality and productivity.
References
References
- Eunice Cellar
Chief Operating Officer
09175552737
buningning68@gmail.com - Maxnell Ramos
General Manager
09174220509
maxxxramos@gmail.com - Rubelyn Aryap
Quality Analyst Manager
0917772 9968
Professional Highlights
Professional Highlights
Promoted as a Quality Analyst after being with the company for 6 months.Personal Information
Personal Information
- Date of birth: 04/20/1996
- Gender: Female
- Nationality: Filipino
- Marital status: Married
Hobbies and Interests
Hobbies and Interests
- READING
- TRAVEL
Languages
Languages
4,B2References
References
- Eunice Cellar
Chief Operating Officer
09175552737
buningning68@gmail.com - Maxnell Ramos
General Manager
09174220509
maxxxramos@gmail.com - Rubelyn Aryap
Quality Analyst Manager
0917772 9968
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Appointment Scheduler
Keep Smiling Plumbing
09.2024 - 09.2025
Customer Service Representative
KimJay Management Inc.
03.2022 - 08.2024
QUALITY ANALYST
VIRTUAL STAFFING SOLUTIONS
09.2021 - 02.2022
SALES REPRESENTATIVE
VIRTUAL STAFFING SOLUTIONS
02.2021 - 09.2021
CUSTOMER SERVICE REPRESENTATIVE
TELEPERFORMANCE/TELEPHILIPPINES
01.2019 - 05.2020
CUSTOMER SERVICE REPRESENTATIVE
SYKES ASIA CEBU
12.2017 - 12.2018
WESTERN LEYTE COLLEGE
BACHELOR OF SCIENCE IN BUSINESS ADMINISTRATION
04.2017