KEICELYN DE GUZMAN
Pililla, Province Of Rizal
Summary
Customer service professional with extensive experience managing support teams and improving operational efficiency. Recognized for promoting team collaboration and achieving results. Consistently adaptable to changing needs and skilled in conflict resolution and staff training.
Experienced with leading customer service teams to deliver top-tier support. Utilizes effective communication and problem-solving skills to enhance customer satisfaction. Track record of fostering team collaboration and maintaining service quality.
Overview
13
13
years of professional experience
5
5
years of post-secondary education
6
6
Certifications
Work History
Customer Service Supervisor
Aloha Hawaii Tours Inc.
04.2024 - Current
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
Assistant Customer Service Manager
GENPACT LLC
06.2023 - 04.2024
- Created customer support strategies to increase customer retention.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted in training new hires on company policies, procedures, and software systems to ensure seamless integration into the team.
CUSTOMER ADVISOR
CONCENTRIX CVG PHILIPPINES INC
04.2022 - 01.2023
- Answer inbound calls or email inquiry of the customer in a timely and friendly manner. Evaluate problems and complaints of the callers and provide proper solutions to them.
- Respond to the needs of customers, provide personalized service and provide another option to exceed to customers satisfaction.
- Recommending products that might fit to customers' needs and interest.
- Placing and monitoring orders on behalf of the customer.
CUSTOMER ADVISOR
CONCENTRIX CVG PHILIPPINES INC
09.2021 - 04.2022
- Communicating directly to the shippers regarding package delivery and pickups.
- Answering emails, arranging one-time and regular pickup of packages.
- Processing disputes, delivery and any issues regarding delivery.
- Monitoring cases and progress of the issue until resolved.
- Updating shippers via email for any update of the issue.
- Handing 6 or more emails per hour
ASSISTANT SALES COORDINATOR
NATARIA PROPERTY DEVELOPMENT CORPORATION
03.2020 - 08.2021
- Manage overall office functions including filing, emailing, organizing, and creating projects and financial/budget management.
- Identifying opportunities and strategies to increase sales.
- Manage all communication with existing client to maintain long term relationship through various modes such as telephone and e-mail.
- Performing all duties of the Sales Coordinator in cases of absence or emergency.
NESTING COACH / CSR
SYKES ASIA INC.
02.2019 - 02.2020
- Provide ongoing coaching and performance management of new hires during nesting.
- Provide regular performance reporting of new hires during nesting to management team.
- Develop and conduct new hire nesting meetings, as well as other training as needed for new hires.
- Provide regular coaching/training and oversight of new hire performance throughout the nesting process.
- Ensure smooth transition for new hires from nesting to production teams.
CUSTOMER SERVICE REPRESENTATIVE
UNIONBANK OF THE PHILIPPINES
12.2017 - 11.2018
- Answering customer enquiries or passing them on to the appropriate department Giving information and helping to solve customer problems.
- Handle and solving customer complaints.
- Maintains financial accounts by processing customer adjustments.
- Maintains customer records by updating account information. Making sure that the customer's experience is a positive one.
TELE-CREDIT INVESTIGATOR
ABELARDO G. LUZANO LAW OFFICE
03.2017 - 12.2017
- Company Overview: (Deployed at Union bank of the Philippines.)
- Collects relevant information through reliable sources to determine credit worthiness of applicants.
- Investigates credit standing and financial history of individuals and business establishments applying for credit card.
- Responsible for reviewing credit applications and conducting background investigation.
- Responsible for processing credit applications after coming financial status of applicants.
- (Deployed at Union bank of the Philippines.)
COLLECTION ASSOCIATE
STAFF SPECIALIST & COMPUSERVICES COMPANY
02.2016 - 07.2016
- Company Overview: (Deployed at Eastwest Bank)
- Sorting out payment plans.
- Recording payments that are made.
- Chasing debtors and late payments.
- Tracing debtors who move without telling the company (with the help of credit bureaus, telephone providers and even the post office).
- Calling all possible numbers to contact client.
- (Deployed at Eastwest Bank)
COLLECTION ASSOCIATE
STAFF SPECIALIST & COMPUSERVICES COMPANY
03.2015 - 09.2015
- Company Overview: (Deployed at Eastwest Bank)
- Sorting out payment plans.
- Recording payments that are made.
- Chasing debtors and late payments.
- Tracing debtors who move without telling the company (with the help of credit bureaus, telephone providers and even the post office).
- Calling all possible numbers to contact client.
- (Deployed at Eastwest Bank)
ON THE JOB TRAINING
COURT MERIDIAN HOTEL
04.2012 - 05.2012
Education
Bachelor of Science - Hotel and Restaurant Management
System Technology institute
Tanay, Rizal 06.2007 - 03.2012
Bachelor of Science - Education Supplemental
Tomas Claudio Colleges
Morong, Rizal 06.2016 - 11.2016
Skills
Problem-solving
Customer relations
Adaptability and flexibility
Team building and leadership
Complaint resolution
Training and mentoring
Training
Court Meridian Hotel, Subic Bay, Subic, 04/01/12, 05/20/12, 240
Disclaimer
I hereby declare that the above information contained in this resume are precise and complete to the best of my knowledge.
Personal Information
- Age: 33
- Height: 5'5"
- Date of Birth: 02/03/90
- Gender: Female
- Nationality: Filipino
- Marital Status: Married
- Religion: Roman Catholic
Certification
The K-12 Program
Timeline
Customer Service Supervisor
Aloha Hawaii Tours Inc.
04.2024 - Current
Assistant Customer Service Manager
GENPACT LLC
06.2023 - 04.2024
CUSTOMER ADVISOR
CONCENTRIX CVG PHILIPPINES INC
04.2022 - 01.2023
CUSTOMER ADVISOR
CONCENTRIX CVG PHILIPPINES INC
09.2021 - 04.2022
ASSISTANT SALES COORDINATOR
NATARIA PROPERTY DEVELOPMENT CORPORATION
03.2020 - 08.2021
NESTING COACH / CSR
SYKES ASIA INC.
02.2019 - 02.2020
CUSTOMER SERVICE REPRESENTATIVE
UNIONBANK OF THE PHILIPPINES
12.2017 - 11.2018
TELE-CREDIT INVESTIGATOR
ABELARDO G. LUZANO LAW OFFICE
03.2017 - 12.2017
The K-12 Program
09-2016
Bachelor of Science - Education Supplemental
Tomas Claudio Colleges
06.2016 - 11.2016
COLLECTION ASSOCIATE
STAFF SPECIALIST & COMPUSERVICES COMPANY
02.2016 - 07.2016
COLLECTION ASSOCIATE
STAFF SPECIALIST & COMPUSERVICES COMPANY
03.2015 - 09.2015
ON THE JOB TRAINING
COURT MERIDIAN HOTEL
04.2012 - 05.2012
Front Office Fidelio, Housekeeping Operations
10-2010
Chateau Royale
10-2010
TESDA, Food and Beverage Services
03-2009
M/V Super Ferry 9, Apprenticeship by Experience
02-2009
Philippine Airlines Learning Center
10-2008
Bachelor of Science - Hotel and Restaurant Management
System Technology institute
06.2007 - 03.2012
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