Drizzle Tilo
Mandaluyong City
Summary
Customer Service Representative experienced in managing high-pressure situations while maintaining professionalism and composure.
Achieved improved customer satisfaction and team efficiency through streamlined workflows and effective communication.
Focused on delivering personalized solutions, building trust, and fostering customer loyalty.
Overview
1
1
Certification
3
3
years of professional experience
Work History
Customer Service Representative
Concentrix
SM Megamall Ortigas
05.2023 - 09.2026
- Resolved customer inquiries through various communication channels, ensuring timely and accurate responses.
- Processed orders and returns efficiently, enhancing customer satisfaction and loyalty.
- Handled multiple live chat conversations simultaneously while maintaining professionalism, accuracy, and a friendly customer-focused approach.
- Collaborated with team members to streamline workflows, reducing response times for customer issues.
- Monitored key performance indicators to assess service quality and identify areas for enhancement.
- Developed resource materials for common inquiries, increasing team efficiency and knowledge sharing.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Handled multiple live chat conversations simultaneously while maintaining professionalism, accuracy, and a friendly customer-focused approach.
Education
Bachelor of Science -
Saint John Bosco Institute of Science And Technology
55 Shaw Boulevard, Mandaluyong City04-2019
Skills
- Customer service
- Product knowledge
- Technical support
- Chat management
- Product solutions
- Customer education
- Quality control
- Performance monitoring
- Critical thinking
- Active listening
- Reading comprehension
- Documentation accuracy
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Certification
- Certified highest solve per hour for the Month of June 2025
, Concentrix
Timeline
Customer Service Representative
Concentrix
05.2023 - 09.2026
Bachelor of Science -
Saint John Bosco Institute of Science And Technology
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