Florida Gonzales
Customer Service Rep 2
Santa Barbara
Summary
Dynamic customer service professional with extensive experience at Telus Digital, Inc., excelling in problem-solving and active listening. Recognized as one of the top performer, I consistently exceeded performance metrics while effectively processing payments and enhancing user experiences. Proficient in Microsoft Excel, I thrive in fast-paced environments, ensuring customer satisfaction and loyalty.
Overview
17
17
years of professional experience
Work History
Customer Service Representative II
Telus Digital, Inc.
Pavia, Province Of Iloilo, Philippines
03.2024 - Current
- Answered incoming customer calls that involves processing credit card payments, refunds, overpayments, fee waiver, addressing other concerns and requests and providing accurate information and resolution.
- Maintaining professionalism under pressure while resolving disputes and complaints.
- Assisted customers in navigating the website in order to make a payment online, placing online orders and to improve overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Travel Associate
IGT Solutions
Pavia, Province Of Iloilo, Philippines
08.2023 - 02.2024
- Handled inbound calls and assist passengers with their bookings and travel arrangements.
- Managed challenging situations calmly under pressure, effectively addressing customer complaints or unforeseen circumstances like delayed and cancelled flights due to the weather and rebooking and other travel disruptions.
- Coordinated special requests such as wheelchair assistance or dietary restrictions seamlessly into travel plans.
- Supervised payments via credit, debit cards and miles redemption and handled sensitive information with professionalism and discreteness.
Customer Service Representative
Nowcom Global Services
Pasig, Metro Manila, Philippines (Remote)
12.2022 - 06.2023
- Handled blended call, seamlessly switch between answering incoming calls; to resolve customer issues and complaints concerning billing, Service questions and general concerns and making outgoing calls for collections; to ask customers about their overdue payments and take actions to encourage timely debt payments, payment follow-ups and other purposes.
- Interacted with customers who have lesser than 30 days past due, provided assistance by answering questions and process requests by phone.
- Processed payments and refunds
- Maintained confidentiality of customer data and detailed records of customer interactions, contributing to comprehensive database for future reference.
Online ESL Teacher
51talk
Makati City, Metro Manila, Philippines (Remote)
03.2019 - 11.2022
- Strengthened overall class performance by regularly assessing student progress using both formative and summative assessments to adjust instructional strategies accordingly.
- Communicated with students using the English Language and Conduct lessons through virtual classrooms using 51 talk learning platforms, webcam and headphone.
- Provided instruction using visuals to help improve reading, speaking and listening skills.
- Bolstered ESL learners'' confidence in speaking English through one-on-one coaching sessions focused on pronunciation practice and conversational fluency.
Quality Assurance Representative
Alorica
Mandaluyong City, Metro Manila, Philippines
02.2011 - 06.2018
- Responsible for ensuring call quality by randomly sampling production employee calls.
- Assessed performance quality and providing immediate feedback and coaching of the production employee.
- Communicated to management when there is a pattern of quality issues on a consistent basis.
- Spearheaded performing root cause analysis on long and short calls, contributing to effective problem resolution and prevention strategies.
- Participated in calibration and client monitoring, ensuring follow-up on any concerns that the client may voice, and reporting any areas of concern.
Sales Verification Agent
West Contact Services
Makati City, Metro Manila, Philippines
09.2008 - 02.2011
- Verified validity of sales by listening to recorded inbound calls for credit card application.
- Validated data corrections and ensure that legal disclosures were read verbatim and provide insights in making a decision about fraudulent sales
- Compiled data for report preparation to resolve any discrepancies with data and disclosure scripts.
- Provided feedback about voice agent quality performance, call handling skills, language proficiency, and professionalism and suggested performance
Education
Bachelor of Science - Commerce Major in Management
Quezon Colleges of Southern Philippines
Tacurong, Sultan Kudarat 04.2001 -
Skills
Customer service
Problem-solving
Active listening
Call center experience
Data entry
Payment processing
Order processing
Documentation
Microsoft outlook
Live chat support
Microsoft Excel
Time management
Timeline
Customer Service Representative II
Telus Digital, Inc.
03.2024 - Current
Travel Associate
IGT Solutions
08.2023 - 02.2024
Customer Service Representative
Nowcom Global Services
12.2022 - 06.2023
Online ESL Teacher
51talk
03.2019 - 11.2022
Quality Assurance Representative
Alorica
02.2011 - 06.2018
Sales Verification Agent
West Contact Services
09.2008 - 02.2011
Bachelor of Science - Commerce Major in Management
Quezon Colleges of Southern Philippines
04.2001 -