Georgia Andrea Alcala
CSR
Bacolod City, Province Of Negros Occidental
Summary
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
13
13
years of professional experience
Work History
Credit and Collection Analyst/International Travel Consultant
IQor Company/RMS Collect Phils Inc.
06.2023 - 12.2025
- Analyzed credit data and financial statements to assess risk and creditworthiness.
- Developed collection strategies to enhance recovery rates on overdue accounts.
- Interviewed and qualified clients to determine international travel and lodging needs and recommended points of interest to maximize travel experiences.
- Coordinated both international and domestic travel accommodations for customers, arranging for airfare, hotel and rental car reservations.
BusinessCare Solutions/Travel Agent
Teleperformance
09.2017 - 06.2023
- Developed customized travel itineraries based on client preferences and budget constraints.
- Managed reservations and bookings across multiple platforms to ensure seamless travel experiences.
- Resolved customer inquiries and complaints efficiently, ensuring high levels of service quality and retention.
- Provided exceptional customer service by promptly addressing concerns and resolving issues, leading to positive reviews and recommendations from satisfied clients.
Retention Specialist
Transcom Bacolod
03.2017 - 09.2017
- Developed and implemented retention strategies to enhance customer loyalty and satisfaction.
- Analyzed customer feedback to identify trends and areas for improvement in service delivery.
- Collaborated with cross-functional teams to design targeted communication campaigns for at-risk customers.
- Conducted regular training sessions to equip team members with best practices in customer engagement techniques.
Technical Support Representative
Teletech Bacolod
09.2016 - 03.2017
- Resolved technical issues via phone, email, and chat support for diverse customer inquiries.
- Diagnosed software malfunctions and provided timely solutions to enhance user experience.
- Collaborated with cross-functional teams to improve product reliability and customer satisfaction.
- Documented troubleshooting procedures and created knowledge base articles for team reference.
Technical Support Associate
Convergys, One Sanparq Building, San Antonio Park Square
06.2016 - 09.2016
- Resolved technical issues for clients through effective troubleshooting and problem-solving techniques.
- Provided expert guidance on software applications and hardware installations to enhance user experience.
- Conducted regular system audits to ensure optimal performance and compliance with industry standards.
- Developed comprehensive knowledge base articles to assist users in self-resolution of common problems.
Customer Service Representative
Panasiatic Solutions
04.2015 - 05.2016
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
Customer Service Crew Member
Mcdonald's/Golden Arches Development
04.2013 - 04.2015
- Delivered exceptional customer service in high-volume fast-food environment.
- Operated point-of-sale systems to process transactions efficiently.
- Maintained cleanliness and organization of dining and kitchen areas.
- Collaborated with team members to ensure timely order fulfillment.
Education
Bachelor of Science - Business Administration
University of Negros Occidental-Recoletos
Bacolod City, Province Of Negros Occidental, Philippines03-2017
High School Diploma -
Bacolod Tay Tung High School
Bacolod City, Province Of Negros Occidental, Philippines03-2013
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
Timeline
Credit and Collection Analyst/International Travel Consultant
IQor Company/RMS Collect Phils Inc.
06.2023 - 12.2025
BusinessCare Solutions/Travel Agent
Teleperformance
09.2017 - 06.2023
Retention Specialist
Transcom Bacolod
03.2017 - 09.2017
Technical Support Representative
Teletech Bacolod
09.2016 - 03.2017
Technical Support Associate
Convergys, One Sanparq Building, San Antonio Park Square
06.2016 - 09.2016
Customer Service Representative
Panasiatic Solutions
04.2015 - 05.2016
Customer Service Crew Member
Mcdonald's/Golden Arches Development
04.2013 - 04.2015
Bachelor of Science - Business Administration
University of Negros Occidental-Recoletos
High School Diploma -
Bacolod Tay Tung High School