Gillian Nillos
San Enrique
Summary
Diligent Customer Service Representative with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
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.
Overview
8
8
years of professional experience
Work History
Project Coordinator
Our World Energy
10.2022 - 05.2025
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
- Diligently monitors every aspect of a project, from data accuracy and task completion to compliance with specifications ensuring nothing is missed and quality standards are upheld.
CSR Trainer
Ubiquity
11.2020 - 10.2022
- Identify and handle various types of learners.
- Train customer care professionals, monitor their customer interactions, and provide feedback on where they can improve.
- Evaluate employee performance to gauge where skills are lacking.
- Prepare learning materials for programs such as soft skill training deck and creating training agenda.
- Find innovative techniques to be more efficient in delivering training to agents.
- Improve classroom facilitation abilities by learning new strategies.
- Delivering training reports concisely in a timely manner.
Call Center Customer Service Specialist
Ubiquity
01.2019 - 11.2020
- Efficiently resolved escalated issues and received phone calls daily.
- Doing some admin task such as Floor support, team monitoring and coaching.
- Consistently achieved top performer for the month of July, August and September.
Call Center Customer Service Representative
Ubiquity
08.2017 - 01.2019
- Managed daily customer service tasks, such as password reset, refund inquiry and account activation.
Call Center Customer Service Representative
Teleperformance
11.2017 - 02.2018
- Resolved and de-escalated customer complaints by solving issues quickly, achieving a high level of customer satisfaction.
- Consulted with customers to provide valuable customer service and achieved a high sales percentage as a result.
- Consistently achieved top ranking for customer satisfaction, retention and referrals.
Education
Bachelor of Secondary Education - English Subject
La Carlota City College
Skills
- Customer communication
- Positive mindset
- Customer service expertise
- Effective problem resolution
- Effective time management
- Project management coordination
- Skilled in software usage
- Service excellence
- Team coordination
- Flexible and adaptable
Timeline
Project Coordinator
Our World Energy
10.2022 - 05.2025
CSR Trainer
Ubiquity
11.2020 - 10.2022
Call Center Customer Service Specialist
Ubiquity
01.2019 - 11.2020
Call Center Customer Service Representative
Teleperformance
11.2017 - 02.2018
Call Center Customer Service Representative
Ubiquity
08.2017 - 01.2019
Bachelor of Secondary Education - English Subject
La Carlota City College
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