Camping
Divina Cagas
Lead Customer Support
Summary
Experienced Customer Support bringing 12 years of quality performance in customer support and supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
With a proven track record at Popl, I excel in team management and problem-solving, enhancing customer satisfaction and operational efficiency. My expertise includes mentoring teams and streamlining support processes, significantly improving service quality, and fostering a collaborative work environment.
Overview
13
13
years of professional experience
Work History
Lead Customer Support
Popl
05.2021 - Current
- Analyzed performance metrics to identify areas for improvement and develop action plans accordingly.
- Mentored new hires for seamless integration into the customer support team.
- Collaborated with cross-functional teams to address customer needs and improve overall experience.
- Coordinated schedules to ensure adequate coverage during peak hours or periods of increased call volume without compromising service quality standards.
- Streamlined support processes for improved efficiency and reduced response times.
- Established open communication channels within the team, promoting collaboration and innovation in problemsolving.
- Championed a positive work environment that encouraged employee motivation, engagement, and retention.
- Participated in hiring processes for new team members, selecting candidates who aligned with company values and culture.
- Completed performance evaluations, rectified issues to service clients, and more effectively met KPIs.
- Collaborated with cross-functional departments to update teams on current products, services and troubleshooting techniques.
Customer Service Representative
BW IP Holdings Inc
02.2021 - 08.2022
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating the company website and placing online orders, improving overall user experience.
- Addressed customer inquiries to ensure satisfaction and foster a positive service experience.
- Fostered a positive customer service culture within the team, which led to higher customer satisfaction rates.
- Assisted customers in navigating the company website and placing online orders, improving overall user experience.
Customer Sales and Service Expert
Evervue USA Inc.
10.2018 - 04.2021
- Processed orders, service requests and applied information to customers.
- Maintained high levels of customer retention through exceptional service and follow-up communication.
- Implemented upselling techniques to maximize revenue opportunities while delivering value-added solutions to clients.
- Collaborated with team members to achieve monthly sales targets and improve overall performance metrics.
- Handled calls promptly and with courteous professionalism.
- Worked closely with cross-functional teams to address complex client issues, demonstrating a commitment to providing exceptional service and maintaining long-term relationships.
- Enhanced customer satisfaction by addressing inquiries and resolving issues promptly and professionally.
Customer Service Representative
Taxi Apps Pty Ltd
05.2018 - 09.2018
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Customer Service Representative
Hello Fresh
02.2017 - 03.2018
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Identified and resolved discrepancies and errors in customer accounts.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
Chart Retrieval Specialist
MicroSourcing
12.2016 - 01.2017
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Followed all company policies and procedures to deliver quality work.
- Championed the adoption of new software tools that streamlined workflows across multiple departments.
Customer Care Representative
Simply Energy
06.2016 - 08.2016
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Navigated multiple computer systems and applications to find information.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
Collections Specialist
MicroSourcing
05.2016 - 06.2016
- Cultivated a professional demeanor when dealing with difficult customers, displaying empathy while remaining assertive in achieving desired outcomes.
- Optimized account prioritization by analyzing customer data, enabling more targeted and effective collection efforts.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Researched accounts and completed due diligence to resolve collection problems.
Technical Support Representative - AppleCare Asia
Concentrix
07.2015 - 10.2015
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
Sales Representative - Sony
Concentrix
10.2013 - 07.2015
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Increased sales revenue by identifying and targeting high-potential accounts.
- Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.
- Developed tailored solutions in response to unique customer needs, increasing overall satisfaction rates.
- Achieved top performer status consistently through dedication to meeting goals and exceeding expectations.
Customer Service Representative
Teletech
02.2012 - 08.2013
- 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.
- Responded to customer requests for products, services, and company information.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Education
No Degree - BS Secondary Education Major in English
Central Colleges of The Philippines
Quezon City, Metro Manila, Philippines 04.2001 -
Skills
Team Management
Interests
Binge watching
Travelling
Exploring new cities and cultures
Trying different food
Timeline
Lead Customer Support
Popl
05.2021 - Current
Customer Service Representative
BW IP Holdings Inc
02.2021 - 08.2022
Customer Sales and Service Expert
Evervue USA Inc.
10.2018 - 04.2021
Customer Service Representative
Taxi Apps Pty Ltd
05.2018 - 09.2018
Customer Service Representative
Hello Fresh
02.2017 - 03.2018
Chart Retrieval Specialist
MicroSourcing
12.2016 - 01.2017
Customer Care Representative
Simply Energy
06.2016 - 08.2016
Collections Specialist
MicroSourcing
05.2016 - 06.2016
Technical Support Representative - AppleCare Asia
Concentrix
07.2015 - 10.2015
Sales Representative - Sony
Concentrix
10.2013 - 07.2015
Customer Service Representative
Teletech
02.2012 - 08.2013
No Degree - BS Secondary Education Major in English
Central Colleges of The Philippines
04.2001 -
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