Grace Lacap

CAREER OBJECTIVE: To obtain a job position wherein I can utilize my skills, knowledge and career progression as well as to contribute in the development of the organization.

PROFILE OVERVIEW: Experienced customer service professional with 8+ years of expertise in the BPO industry. Skilled in mentoring and training agents to ensure consistent service excellence and team success. Proven ability to deliver exceptional customer experiences and resolve complex issues. Strong communicator with a focus on customer satisfaction and relationship-building. Proficient in using customer service software and tools. Committed to maintaining high service standards and driving customer loyalty.

• Top Agent for November 2021, achieving highest sales and survey scores.
• Awarded Certificate of Excellence from Comcast Learning Lab Mentoring in 2020.
• Recognized as Top Agent for January 2020, excelling in sales, First Call Resolution Rate, and Survey.
• Certified as Year 2020 AFNI Pride Trained Mentor in Leadership and Talent Management.
• Mentored four Learning Lab classes in 2020.
• Received Company ACE Award for Achievement, Contribution, and Excellence in 2020.
• Top Agent for November 2019, leading in sales and First Call Resolution Rate.
• Awarded "Most Improved in CSAT" for Q2 FY2018.
• Recognized for best attendance in the second quarter of 2018.

• Height: 5'2
• Weight: 53 kg
• Citizenship: Filipino
• Date of Birth: 11/23/95
• Gender: Female
• Marital Status: Single
• Religion: Roman Catholic