Edelyn Lavado
Caloocan City, Metro Manila
Summary
Dedicated and results-driven Senior Customer Service Officer with 12 years of hands-on experience in after-sales support within a leading local IT distribution environment. Proven ability to maintain strong client relationships through effective communication, problem-solving, and service excellence. Skilled in using CRM systems, tracking service performance metrics, and streamlining support processes to improve customer satisfaction and operational efficiency. A reliable team player with deep knowledge of IT products and distribution workflows, committed to upholding service standards and supporting long-term business growth.
Overview
12
12
years of professional experience
Work History
Senior Customer Care Officer
Servimax Technologies Incorporated
12.2023 - Current
- Assigned and designated job territories to customer care staff according to performance and history.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Utilized CRM software efficiently, effectively managing customer data to inform future interactions and account management strategies.
- Conducted regular performance reviews, promoting a culture of continuous improvement within the department.
- Coordinated closely with other departments such as sales, logistics, product development teams for seamless implementation of cross-functional initiatives.
- Mentored junior staff members, fostering an environment of growth and skill development within the department.
- Streamlined the customer care process for increased efficiency and faster response times.
Junior Customer Care Officer
Servimax Technologies Incorporated
01.2021 - 11.2023
- Improved customer satisfaction by promptly addressing inquiries and resolving issues.
- Responsible for ensuring efficient turnaround time under the group to meet company standards.
- Managed high volumes of concern with exceptional time management and multitasking skills.
- Responsible for learning the processes involved in all RMA and basic knowledge of the products under your group and be assigned to properly implement company policies and rules in terms of after sales service.
- Understand and perform basic knowledge in testing and diagnosis.
Customer Care Associate
Servimax Technologies Incorporated
03.2018 - 12.2020
- Act as the primary contact for all customers.
- Responsible for coordinating pull-outs and replacements, repair updates as necessary and preparing all related documents.
- Handled escalated customer concerns, achieving high levels of resolution and satisfaction.
- Provide weekly status reports on pending service tasks, and other reports required by the immediate head.
Junior Customer Care Officer
Mobile Future Incorporated
09.2015 - 12.2017
- Maximized customer retention by providing personalized assistance and tailored recommendations.
- Provided outstanding support during peak periods, ensuring all customers received prompt attention.
- Assisted in implementing new policies and procedures that led to increased efficiency within the department.
- Delivered prompt service to prioritize customer needs.
- Ensure timely return of defective items to suppliers, receipt of replacements or credit and any other form of support from vendor as necessary.
Customer Care Associate
Mobile Future Incorporated
08.2013 - 08.2015
- Handle after-sales service requests, including device repair, device replacements, and complaint resolutions.
- Followed up on outstanding issues to complete resolutions and maintain customer satisfaction.
- Analyzed paperwork to verify completeness and eligibility for requested products and services.
- Assist pull out
- Provided exceptional service by consistently meeting or exceeding key performance indicators.
Education
Bachelor of Science - Office Administration
University of Caloocan City
Caloocan City, Metro Manila, Philippines04-2013
Skills
- Exceptional communication
- Email management
- Procedure optimization
- Problem-solving skills
- Customer segmentation
- Customer satisfaction surveys
- Data entry
- Documentation and reporting
- Multitasking Abilities
Timeline
Senior Customer Care Officer
Servimax Technologies Incorporated
12.2023 - Current
Junior Customer Care Officer
Servimax Technologies Incorporated
01.2021 - 11.2023
Customer Care Associate
Servimax Technologies Incorporated
03.2018 - 12.2020
Junior Customer Care Officer
Mobile Future Incorporated
09.2015 - 12.2017
Customer Care Associate
Mobile Future Incorporated
08.2013 - 08.2015
Bachelor of Science - Office Administration
University of Caloocan City
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