Emmarie Abulencia
3-7 Phase 4,Azalea St. Springville Molino III, Bacoor
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
3
3
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Representative
Concentrix
11.2019 - 1 2021
- 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.
- Handled a sales program where we would do cold calls for prospects who signed up for a life insurance quote and provide basic information about the policies the company offer.
- Sourced and pre-qualified leads and identified new business opportunities by dialing 500 daily outbound calls to build partnerships and achieve sales quota.
Process Associate
Genpact LLC
03.2021 - 03.2022
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Used ticketing systems to manage and process support actions and requests.
Senior Process Executive
Infosys BPM
03.2022 - 10.2023
- Increased customer satisfaction with timely responses to inquiries and providing thorough explanations of loan processes.
- Assisted clients with claims processing, ensuring a smooth experience during difficult times.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Analyst 1
DXC Technology
10.2023 - 08.2024
- Resolved customers' questions by answering inbound call and emails.
- Provided comprehensive support to financial advisors, ensuring optimal investment strategies for client portfolios.
- Conducted detailed assessments of claims documents, ensuring accuracy and completeness before submission for approval.
Education
Bachelor of Science - Information Technology
Eastern Samar State University
Guiuan Campus 05.2015 - 05.2019
Skills
Customer Service
Timeline
Analyst 1
DXC Technology
10.2023 - 08.2024
Senior Process Executive
Infosys BPM
03.2022 - 10.2023
Process Associate
Genpact LLC
03.2021 - 03.2022
Customer Service Representative
Concentrix
11.2019 - 1 2021
Bachelor of Science - Information Technology
Eastern Samar State University
05.2015 - 05.2019
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