CSR
Devine Grace Duran
Concentrix
Cebu City,CEB
1
Certification
8
years of professional experience
Summary
Customer Service and Team Handling specialist combining coaching, performance monitoring and complex case resolution. Brings strong relationship building, accurate reporting and calm support across telecom, logistics and healthcare accounts.
Work History
Subject Matter Expert-Team Handling
2 Years 8 Months- Provided expert advice on subject-specific issues to enhance organisational efficiency.
- Evaluated team performance, delivering constructive feedback and coaching that fostered continuous improvement.
- Monitored staff performance, creating tailored improvement plans to address specific development needs.
- Facilitated training sessions for junior staff, enhancing their subject knowledge and practical skills.
Customer Service Representative
5 Months- Spearheaded shipment tracking and customer care operations for leading global logistics network, ensuring data accuracy and generating reports on service disruptions and customer feedback.
Customer Service Representative
2 Years 2 Months- Managed account relations for the largest US telecom provider, enhancing customer satisfaction through device troubleshooting, line additions, and billing management.
Customer Service Representative
1 Year 8 Months- Healthcare Accounts & Benefits Specialist with expertise in accurately quoting patient insurance benefits, verifying coverage eligibility, and processing complex medical claims.
Customer Service Representative
8 Months- Managed account lifecycles for US-based telecom customers, specialising in system activations, account restorations, tier-1 technical support, and billing resolutions to enhance customer satisfaction.
Education
Bachelor of Science - Hotel and Restaurant Services
- [Degree] Graduate
Skills
Customer relationship management
Performance monitoring
Team performance evaluation
Escalation management
Operations management
Operational support
Leadership
Certification
- Certified Quality Evaluator
- Consistent Top Performer
- Top SME
Accomplishments
- Results-driven leader skilled at blending organizational accountability with a human-centric approach to accelerate continuous improvement and maximize business outcomes.
Education
other
Timeline
Subject Matter Expert-Team Handling
Concentrix
02.2024 - 10.2026
Customer Service Representative
FOUNDEVER
09.2023 - 02.2024
Customer Service Representative
SYKES ASIA
06.2021 - 08.2023
Customer Service Representative
Concentrix
09.2019 - 05.2021
Customer Service Representative
QUALFON
12.2018 - 08.2019
System Technology Institute (STI)
Bachelor of Science from Hotel and Restaurant Services