CRM software
GLADYS CHAN
Customer Service Representative
Quezon City,00
Summary
To be able to assist customer with satisfaction and exceptional experience.
Personable and communicative, with knack for providing excellent customer service and resolving inquiries efficiently. Well-versed in utilizing chat platforms and troubleshooting common technical issues, ensuring seamless user experience. Dedicated to enhancing customer satisfaction and contributing positively to team goals.
Overview
18
18
years of professional experience
2
2
years of post-secondary education
Work History
Data Processing Agent
Beehive
05.2023 - 01.2025
- Improved client satisfaction by efficiently processing applications and ensuring accuracy in documentation.
- Updated database regularly to ensure accurate and up-to-date records of processed applications.
- Reduced errors in data entry, conducting thorough quality checks on all processed applications.
- Maintained strict confidentiality of sensitive information, adhering to company policies and legal guidelines.
Chat Support Representative
Afni
05.2018 - 12.2021
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Chat Support Representative
Alorica
07.2016 - 04.2018
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Exceeded established KPIs related to response time, resolution rate, and overall quality scores in chat support metrics.
- Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
Seller Support Representative
Concentrix
08.2014 - 07.2016
- Provided exceptional support by promptly addressing inquiries or concerns from sellers regarding their account in Amazon.
Customer Service Associate
Convergys
11.2011 - 08.2014
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
Technical Support Representative
Tech Mahindra
03.2009 - 11.2011
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
Quality Control
On-call Superior Management
03.2007 - 03.2009
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Achieved timely resolution of non-conformance issues by implementing corrective action plans working closely with relevant departments.
- Enhanced customer satisfaction by addressing reported issues promptly and providing effective solutions.
Education
Associate - Computer Technology
01.2002 - 01.2004
Vocational Course - Finishing Course of Call Center Agent
10.2006 - 11.2006
Skills
CRM software
Quick typing
Empathy display
Adaptability and flexibility
Calm under pressure
Microsoft office
Understanding customer needs
Active listening
Task prioritization
Customer service
Sales Force
Software
Sales Force
Live Messaging
Timeline
Data Processing Agent - Beehive
05.2023 - 01.2025
Chat Support Representative - Afni
05.2018 - 12.2021
Chat Support Representative - Alorica
07.2016 - 04.2018
Seller Support Representative - Concentrix
08.2014 - 07.2016
Customer Service Associate - Convergys
11.2011 - 08.2014
Technical Support Representative - Tech Mahindra
03.2009 - 11.2011
Quality Control - On-call Superior Management
03.2007 - 03.2009
Informatics - Vocational Course, Finishing Course of Call Center Agent
10.2006 - 11.2006
Systems Technology Institute - Associate, Computer Technology
01.2002 - 01.2004