HAZEL MAQUIRAN
Customer Service Professional/Bookkeeping
Pagsinag Place East
Summary
Detail oriented and proactive aspiring Virtual Assistant with experience in administrative support, customer service, scheduling coordination, and social media support. Skilled in handling client communication, managing sensitive information, assisting with claims processes, and delivering high quality remote support. Brings strong organization skills, attention to detail and customer focused approach.
Personable Customer Service Professional offering 14 years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Customer service professional prepared for meaningful contributions in dynamic environment. Proven ability to handle customer inquiries and concerns with tact and efficiency. Collaborative team player who prioritizes achieving results and adapting to changing situations. Skilled in conflict resolution and active listening.
Overview
1
1
Language
3
3
Certifications
14
14
years of professional experience
Work History
Customer Service Professional
Accenture Philippines
11.2021 - Current
- Provide customer support for a healthcare-related project assisting employees in partial disability due to medical conditions.
- Guide employees through disability claims filing processes and documentation requirements.
- Handle customer inquiries through professional, empathic, and timely communication.
- Maintaining accurate records and manage sensitive client information with confidentiality.
- Support issue Resolution by coordinating with internal teams and following established procedures.
- Delivery high quality service while meeting productivity and service standards.
Quality Analyst
Probe Philippines
01.2020 - 10.2021
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
Fraud Analyst
Visa Philippines
06.2016 - 08.2019
- Evaluated customer data to identify and prevent fraudulent activities.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
Collections Agent
Advanced Credit Systems
01.2014 - 02.2016
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Counseled debtors on payment options and arranged installment agreements.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
Customer Service Representative
Teleperformance
07.2012 - 10.2013
- 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.
- Responded to customer requests for products, services, and company information.
Education
Bachelor of Science - Accountancy
Skills
Virtual Administrative Support
Email Management
Customer Service
Calendar & Scheduling Coordination
Data Entry & Documentation
Social media Support
Certification
Cyber Security Training
Tools & Technology
- Email Management Tools
- Microsoft Office / Google Workspace (add if Applicable)
- Social media Platform
- Ai Tools/ Chat GPT (if you use them for productivity tasks)
Timeline
Customer Service Professional
Accenture Philippines
11.2021 - Current
Quality Analyst
Probe Philippines
01.2020 - 10.2021
Fraud Analyst
Visa Philippines
06.2016 - 08.2019
Collections Agent
Advanced Credit Systems
01.2014 - 02.2016
Customer Service Representative
Teleperformance
07.2012 - 10.2013