ELAINE GRACE EBUGAN
Bacolod City
Summary
Experienced with process optimization, quality assurance, and team leadership. Utilizes analytical skills and strategic planning to drive continuous improvement initiatives. Track record of fostering collaborative environments and achieving operational excellence.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Eastern medtech
02.2025 - Current
- Calling doctors’ offices, hospitals, labs to request records
- Sending reminder emails or faxes for outstanding documents
- Logging document status and follow-up attempts
- Verifying that received documents are complete and accurate
Workforce Management Analyst
Beehive Adaptive Global Services
02.2025 - Current
- Managed overtime, shift swaps, breaks and PTO requests.
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Improved office efficiency by effectively managing internal communications and correspondence.
Quality Assurance
Ubiquity Global Services Philippines, Bacolod City
Bacolod City, Philippines
01.2024 - 01.2025
- Ensure completeness: All required forms, signatures, and documentation are present.
- Verify timeliness: Entries are made promptly and within policy guidelines.
- Identify discrepancies or inconsistencies.
- Reduced errors by conducting thorough quality assurance checks on all assessments before submission.
Customer Service Representative
Transcom Worldwide Philippines, Inc., Bacolod
Bacolod, Philippines
06.2020 - 12.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- 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.
- Improved resolution time with effective problem-solving for customer complaints.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Identified and resolved discrepancies and errors in customer accounts.
Restaurant Team Leader
Ikkoryu Fukuoka Ramen, Bacolod
Bacolod, Philippines
03.2018 - 03.2020
- Supervising the activities of servers, cooks, hosts, and other crew members
- Scheduling work shifts and approving or declining Crew Members' requests for leave and time off
- Resolving customer complaints and answering questions regarding pricing and menu items
- Ensuring that established guidelines on hygiene, quality, and food safety are followed
Education
Bachelor of Science - Hotel and Restaurant Management
Carlos Hilado Memorial State College
01.2018
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Computer proficiency
- Microsoft Excel
- Complaint handling
- Conflict resolution
- Complaint resolution
- Client relations
- Scheduling
- Microsoft outlook
- Call management
- Product knowledge
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
Customer Service Representative
Eastern medtech
02.2025 - Current
Workforce Management Analyst
Beehive Adaptive Global Services
02.2025 - Current
Quality Assurance
Ubiquity Global Services Philippines, Bacolod City
01.2024 - 01.2025
Customer Service Representative
Transcom Worldwide Philippines, Inc., Bacolod
06.2020 - 12.2023
Restaurant Team Leader
Ikkoryu Fukuoka Ramen, Bacolod
03.2018 - 03.2020
Bachelor of Science - Hotel and Restaurant Management
Carlos Hilado Memorial State College