Grace M. Lacap
Quezon City,00
Summary
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 9+ years in the BPO industry and a strong focus on Virtual Assistance . Adept at delivering high-quality remote support, managing client communications, and performing administrative tasks to ensure seamless operations. Skilled in training and mentoring agents, fostering team success, and providing exceptional customer experiences. Proven ability to resolve complex issues, optimize workflows, and enhance customer satisfaction. Proficient in virtual tools and platforms for email management, scheduling, data entry, and customer support. Committed to maintaining high service standards, driving customer loyalty, and ensuring efficient, remote service delivery.
Overview
9
9
years of professional experience
Work History
Customer Experience Specialist
Regal Credit Management
06.2024 - Current
- Email Management : Responded to personal and updates@ email inquiries, ensuring timely and accurate communication with clients and team members
- Database Reporting : Managed and analyzed sales and non-customer service (CS) data; provided support for temporary staff with database-related tasks
- NSF Monitoring & Reporting : Handled customer calls and emails regarding NSF (Non-Sufficient Funds); updated Trello and Loop Tracker for progress tracking; provided daily summaries of NSF contingency plans and monitored the complaint tracker
- Team Collaboration : Addressed refund requests and payment cancellations; processed service termination requests from clients in a timely manner
- Frontline Call Handling : Provided direct support through customer service calls, addressing client inquiries and concerns
- Derogatory Alert Management : Managed derogatory alerts through SmartCredit; sent follow-up emails to ensure proper issue resolution
- Lockdown/Experian Activation (As Needed) : Performed credit analysis, managed ChexSystems inquiries, and supported the opt-out process during spare time or as required
- Management Communication : Regularly communicated with management to provide updates on team performance, customer feedback trends, and suggested improvements for enhancing department efficiency and customer satisfaction
Customer Service Representative | Technical Support I
Teletech Holding, Inc.
08.2023 - 04.2024
- Assisting customers with Peloton equipment issues and updates through chat, email, and phone for improved performance
- Collaborating with technical teams to resolve complex issues promptly
- Providing multi-channel support for account management, subscriptions, and payments
- Resolving complaints with a focus on customer satisfaction
- Educating customers on Peloton features and benefits
- Managing accounts, ensuring accurate billing, and communicating updates
- Monitoring feedback for service improvement and documenting interactions
Customer Service Representative | Subject Matter Expert
AFNI Philippines Inc.
10.2018 - 03.2023
- Handled accounts for Verizon and Comcast, providing details on Internet, Cable, Landline, and Home Security plans
- Advised and upsold customers on plan upgrades
- Examined systems, clarified plan inclusions, and assisted with billing inquiries
- Assisted customers in selecting optimal options
- Facilitated chat purchases for convenience
Customer Service Representative
TELUS International Philippines Inc.
09.2016 - 08.2018
- Handled Dell account
- Informed customers about computer peripherals and parts
- Provided guidance on repairing or improving computer equipment
- Outlined compatible items and assisted in selecting the best non-Dell or Dell branded products
- Facilitated easy purchasing of goods via chat
Front Desk Information Staff
Fairview General Hospital Inc.
06.2016 - 07.2016
- Providing records to clients
- Sending directions and scheduling appointments for customers
- Utilizing the system to check doctor availability
- Offering both in-person and phone support to consumers
- Assisting customers with scheduling issues
Education
Tertiary - Medical in Office Management And Technology
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES
Quezon City, Metro Manila, Philippines01.2016
Secondary -
BATASAN HILLS NATIONAL HIGH SCHOOL
Quezon City, Metro Manila, Philippines01.2012
Primary -
OUR LORD SAVIOUR ACADEMY
Quezon City, Metro Manila, Philippines01.2008
Skills
Virtual Assistance & Remote Support
Effective Time Management
Strong Written & Verbal Communication
Calendar Management & Scheduling
Data Entry & Database Management
Client Relationship Management
Proactive Problem-solving
Customer Support via Email, Chat & Phone
Tech-Savvy with Virtual Tools & Software
Personal Information
- Height: 5'2
- Weight: 53 kg
- Citizenship: Filipino
- Date of Birth: 11/23/95
- Gender: Female
- Marital Status: Single
- Religion: Roman Catholic
Timeline
Customer Experience Specialist
Regal Credit Management
06.2024 - Current
Customer Service Representative | Technical Support I
Teletech Holding, Inc.
08.2023 - 04.2024
Customer Service Representative | Subject Matter Expert
AFNI Philippines Inc.
10.2018 - 03.2023
Customer Service Representative
TELUS International Philippines Inc.
09.2016 - 08.2018
Front Desk Information Staff
Fairview General Hospital Inc.
06.2016 - 07.2016
Tertiary - Medical in Office Management And Technology
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES
Secondary -
BATASAN HILLS NATIONAL HIGH SCHOOL
Primary -
OUR LORD SAVIOUR ACADEMY
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