Summary
Work History
Education
Skills
Additional Information
Timeline
CustomerServiceRepresentative

Herzie Marie Santos

Naga City

Summary

Getting free from the shackles of a toxic corporate life by starting my own freelance business and having the time and work flexibility.

Work History

Customer Service Representative

H&RBlock, Sutherland Global Services
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Quality Specialist

Netspend, Sutherland Global Services
  • Assisted in the implementation of a continuous improvement culture, contributing to company-wide improvements in productivity and waste reduction.
  • Developed comprehensive quality control documentation, standardizing procedures across all departments and promoting consistency.
  • Improved product quality by implementing rigorous testing protocols and identifying areas for improvement.
  • Collaborated with cross-functional teams to identify process improvements, resulting in increased production efficiency and cost savings.

Quality Associate Manager

AT&T, Sutherland Global Services
  • Improved product quality by implementing rigorous inspection processes and providing feedback to production teams.
  • Enhanced customer satisfaction by addressing and resolving complaints in a timely manner.
  • Maintained accurate records of all quality-related activities, ensuring compliance with regulatory requirements.
  • Streamlined quality control procedures by developing and implementing standardized checklists for consistent inspections.

Freelancer - Business Owner

Self-Employed
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Education

Bachelor Of Science In Accountancy -

Universidad De Sta. Isabel
Naga City, Philippines
2001

Skills

    My professional experiences on different work industries have gained me a lot of expertise, including the core skills in professional writing Ì have written and published poems, short stories, book and movie reviews, essays, and various articles I'm a content writer, book reviewer, proofreader, and fiction writer For proofreading projects, I have delivered quality editing to self-published authors

Additional Information

I have published my first book on Amazon titled, "The Silver-Haired Banshee" under the pen name, Shey Saints.


I have also published a serialized fiction called "My Accidental Power" on Webnovel for which I was offered a contract. I accepted and completed the fiction work under my pen name, Shey Saints.

Timeline

Customer Service Representative

H&RBlock, Sutherland Global Services

Quality Specialist

Netspend, Sutherland Global Services

Quality Associate Manager

AT&T, Sutherland Global Services

Freelancer - Business Owner

Self-Employed

Bachelor Of Science In Accountancy -

Universidad De Sta. Isabel

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Herzie Marie Santos