Dynamic customer service professional with a proven track record of delivering exceptional support and cultivating positive customer relationships. Expertise in conflict resolution, effective communication, and innovative problem-solving ensures high levels of customer satisfaction and loyalty. Committed to team collaboration and adaptability in fast-paced environments, consistently achieving impactful results. Recognized for reliability and a results-driven mindset that enhances overall service excellence.
Hi, I’m
Ginalane Cobalida
Customer Service Specialist
Pateros
Summary
Overview
15
years of professional experience
Work History
Wheelyz LLC
Senior Customer Service Representative
07.2024 - Current
Job overview
- Managed complex customer inquiries and complaints, ensuring timely resolution and high levels of customer satisfaction.
- Utilized CRM systems to track customer interactions, leading to a 30% increase in first-contact resolution rates.
- Remote
ClearSource BPO Philippines Inc.
Customer Service Associate
10.2021 - 06.2024
Job overview
- Providing timely assistance and support throughout the customer’s solar journey.
- Maintaining accurate records and customer interactions, transactions and correspondence in the customer relationship management (CRM) system.
- Remote
Sutherland Global Philippines Inc.
Team Of Experts
06.2018 - 06.2021
Job overview
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Served customers in a friendly efficient manner following outlined steps of service.
Concentrix Services Philippines
Account Analyst
03.2017 - 06.2018
Job overview
- Forecasted account needs and metrics based on market and product data.
- Analyzed trends and monitored customer behaviors to serve as predictors for future marketplace actions.
VXI Global Holdings
Account Associate
06.2016 - 12.2017
Job overview
- Answered customer telephone calls to respond to questions, provide details and resolve concerns.
- Supported operations by communicating with customers, filling documents and managing data.
Alorica Philippines Incorporated
Customer Service Specialist
10.2013 - 05.2016
Job overview
- Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.
- Increased efficiency and team productivity by promoting operational best practices.
Convergys Philippines Services Corporation
Collector
03.2013 - 07.2013
Job overview
- Maintained compliance with fair debt practices and regulatory guidelines.
- Maintained high volume of calls to meet demands of a busy group.
Interlink Manpower Development and General Services
Front Desk Clerk
09.2011 - 06.2012
Job overview
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
Interjob General Services (BDO Unibank)
Collections Agent
07.2011 - 09.2011
Job overview
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Counseled debtors on payment options and arranged installment agreements.
Joblink Manpower and General Services
Receptionist
01.2011 - 05.2011
Job overview
- Answered telephone calls to field inquiries from clients, vendors and various other callers seeking information.
- Kept reception area clean and neat to give visitors positive first impression.
Education
San Sebastian College-Recoletos
Bachelor of Science from Hotel and Restaurant Management
06.2008
University Overview
- Relevant Coursework Completed:
- Training for In-flight Meal Sanitation and Preparation (Philippine Airlines Training Center, Manila)
- Training for Food Handling and Service (Grand Boulevard Hotel, Manila)
Skills
CRM software
References
References
Richard, Del Rosario, Team Leader, syrianity@gmail.com, +639993304437, ClearSource BPO PH Inc., Pasig CityExtracurricular activities
Extracurricular activities
Member: San Sebastian College Alumni Association Inc. (SSCAAI) Organized alumni networking events to promote collaboration and support among former students. Contributed to community service projects aimed at giving back to the local community and enhancing public welfare. Member: Sebastian Hotel and Restaurant Management Organization (SHARMO) Collaborated with fellow members to plan and execute hospitality-focused events, enhancing teamwork and leadership skills. Participated in workshops on industry trends and best practices, gaining valuable knowledge to apply in future careers.Timeline
Senior Customer Service Representative
Wheelyz LLC
07.2024 - Current
Customer Service Associate
ClearSource BPO Philippines Inc.
10.2021 - 06.2024
Team Of Experts
Sutherland Global Philippines Inc.
06.2018 - 06.2021
Account Analyst
Concentrix Services Philippines
03.2017 - 06.2018
Account Associate
VXI Global Holdings
06.2016 - 12.2017
Customer Service Specialist
Alorica Philippines Incorporated
10.2013 - 05.2016
Collector
Convergys Philippines Services Corporation
03.2013 - 07.2013
Front Desk Clerk
Interlink Manpower Development and General Services
09.2011 - 06.2012
Collections Agent
Interjob General Services (BDO Unibank)
07.2011 - 09.2011
Receptionist
Joblink Manpower and General Services
01.2011 - 05.2011
San Sebastian College-Recoletos
Bachelor of Science from Hotel and Restaurant Management
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