Darlene Joy Fulla
Cainta
Summary
Dedicated Customer Service Representative for 1 year that provides quality care for ultimate customer satisfaction with the aim to help. Passionate Subject Matter Expert for 3 months, skilled in developing and mentoring new hires with the collaboration of the trainers, making sure they are ready to take in customer calls when endorse in production. Motivated and friendly Trainer with 1 year and 2 months of experience, supervising and coaching new hires or trainees to become the next Customer Service Representative. Experienced Complaint Team Member with a strong background in handling and resolving customer complaints received from customer service advisors and online submissions. Committed to delivering effective solutions while maintaining a customer-focused approach. Proven ability to manage sensitive situations with professionalism, ensuring customer satisfaction and upholding company standards of excellence. Adept at fostering positive relationships and delivering superior customer service in challenging scenarios.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Service Advisor
Accenture
02.2024 - 12.2024
- Dedicated Customer Service Advisor committed to resolving customer concerns and issues related to their network. Skilled in assisting customers with device purchases, upgrades, or setting up new line connections, ensuring their needs are met with efficiency and professionalism.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Implemented strategies to reduce average handling time without compromising on service quality.
- Experienced Digital Complaint Team Member skilled in handling customer dissatisfaction through proactive outbound calls. Specializes in addressing and resolving complaints submitted via phone or online, ensuring customer concerns are effectively resolved and satisfaction is restored.
Trainer
Startek
11.2022 - 01.2024
- Motivated and friendly Trainer with 1 year and 5 months of experience training and supervising new hires to become one of the Customer Service Representative that would provide support from start to finish to resolve customer's concern and inquiries
- Created materials to train new hires on company policies and procedures
- Coaching the new hires, making sure their wins are being recognized and their opportunities are being addressed for improvement
Customer Service Agent
Startek
07.2021 - 09.2022
- Adopt a proactive, problem-solving mindset to determine the needs of 80 customers on average per shift and effectively respond by researching, locating, and relaying the correct information and resources
Education
B.S. - Nursing
Our Lady Of Fatima University
05.2023
Technological Institute of the Philippines
04.2020
St. Michael Montessori Integrated School
04.2017
Skills
- Ability to Work in a Team
- Ability to Work Under Pressure
- Leadership Skills
- Customer Service Skills
- Excellent Communication Skills
- Skilled in optimizing workflow efficiency
- Prioritizing tasks
- Meeting deadlines without compromising quality
Certification
Coaching Professional - Training
Timeline
Customer Service Advisor
Accenture
02.2024 - 12.2024
Trainer
Startek
11.2022 - 01.2024
Customer Service Agent
Startek
07.2021 - 09.2022
Technological Institute of the Philippines
St. Michael Montessori Integrated School
B.S. - Nursing
Our Lady Of Fatima University
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