ELIZABETH LUMANTA
Taguig,Philippines
Summary
Highly skilled Customer Experience Specialist with extensive expertise in handling customer interactions across voice, chat, DMs, and email. Adept at problem resolution, de-escalation, and customer retention. Looking for an oppurtunity to leverage my communication strengths to enhance service quality and customer loyalty.
Overview
1
1
Language
2027
2027
years of professional experience
Work History
EMAILS, DMS, CHAT SUPPORT & SOCIAL MEDIA MANAGEMENT
RYZE SUPERFOODS INC.
05.2023 - 08.2026
- 3 years & 3 months
- Collaborated with team members to achieve target results.
- Managed complaints with calm, clear communication and problem-solving.
- Maintained clean, safe working environments to eliminate accident risks.
- Achieved service time and quality targets.
- Engaged with customers to better understand needs and deliver excellent service.
- Identified issues, analysed information and provided solutions to problems.
- Handled customer concerns and escalated major issues to supervisor.
- Resolved customer queries and problems using effective communication and providing step-by-step solutions.
- Trained and mentored employees to maximise team performance.
- Promoted safe working environment by implementing regulatory standards, policies and guidelines.
- Developed team communications and information for meetings.
- Developed excellent working knowledge of industry trends and improvements in processes.
CHAT & VOICE SUPPORT (BLENDED)
SUTHERLAND GLOBAL INC.
- 1 YEAR & 3 MONTHS
Education
B.S - Nursing
Far Eastern University
01-2020
La Consolacion College
01-2016
Skills
- I-CRM & Ticketing Systems such as Zendesk, Salesforce, Intercom, Gorgias, etc
- Shopify (Order Management, Customer Accounts, Refunds & Fulfillment)
- KPI & Performance Metrics (CSAT, NPS, AHT, FCR)
- Report Support Tools and Collaboration Platforms such as Workforce, Slack and MS Teams
- Advanced Communication & Active Listening
- Customer Service Optimization
- First Contact Resolution
- Conflict Resolution & De-Escalation
- Sales
- Problem Solving & Critical Thinking
- Professional Written Communication
- Empathy & Emotional Intelligence
REFERENCES
Ronhel Carl, Almeda, 09617341945
PERSONAL INFO
- Age: 28
- Height: 5'1
- Weight: 52 kgs
Languages
English
Proficient
C2
Timeline
EMAILS, DMS, CHAT SUPPORT & SOCIAL MEDIA MANAGEMENT
RYZE SUPERFOODS INC.
05.2023 - 08.2026
CHAT & VOICE SUPPORT (BLENDED)
SUTHERLAND GLOBAL INC.
B.S - Nursing
Far Eastern University
La Consolacion College