Kristine Alexandra Mercado
Plaridel,BULACAN
Summary
Customer service representative with exceptional oral and written communication skills, active listening abilities, and strong analytical problem-solving expertise. Enhances customer experiences through service-oriented behaviours and a deep understanding of customer needs. Delivers customised solutions that foster loyalty and satisfaction.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
UnifyCx
Quezon City, Philippines
11.2023 - 08.2026
- Resolved customer complaints empathetically, fostering loyalty and encouraging repeat business.
- Addressed customer concerns promptly, ensuring accurate information and enhancing overall satisfaction.
- Managed high-stress situations, maintaining professionalism while effectively resolving disputes.
- Responded to customer requests for products, services, and company information.
Reservation Sales Specialist
IHG (Intercontinental Hotels Group)
05.2023 - 09.2023
- Facilitated customer bookings, cancellations, and changes to hotel reservations, ensuring a seamless experience.
- Achieved company targets by implementing successful sales strategies.
- Built exceptional customer satisfaction by delivering friendly service.
- Collaborated with marketing team to design and execute impactful product promotions.
Customer Service Representative
TTEC (Teletech)
03.2021 - 10.2022
- Resolved customer escalation calls by addressing complaints and ensuring satisfaction
- Maximised customer satisfaction by resolving service issues promptly.
- Addressed customer service enquiries quickly and accurately.
- Assisted customers with product-related questions, feedback and complaints.
- Facilitated changes and cancellations of flight reservations to meet customer needs
Customer Service Representative
TPPH-FHCS (Teleperformance)
05.2014 - 12.2020
- Handled escalation calls, resolving complaints and addressing site or agent errors to enhance customer experience.
- Managed bookings and modifications for flights, hotels, cars, and packages to ensure customer satisfaction.
- Reviewed agent performance metrics to uphold quality standards and improve service delivery.
Education
Associate - Business Information Management
Asian Institute of Computer Studies
Bacoor, Cavite04-2014
Skills
- Customer service
- Problem-solving
- Conflict resolution
- Time management
- Service-oriented approach
- Performs under pressure
- Adaptability
- Goal development
Custom
- GDS trained for Sabre, Amadeus, Farelogix and WorldSpan
- Knowledgeable on using microsoft offices such as powerpoint, word, outlook and excel.
- Knowledgeable on using AWS and verint.
Timeline
Customer Service Representative
UnifyCx
11.2023 - 08.2026
Reservation Sales Specialist
IHG (Intercontinental Hotels Group)
05.2023 - 09.2023
Customer Service Representative
TTEC (Teletech)
03.2021 - 10.2022
Customer Service Representative
TPPH-FHCS (Teleperformance)
05.2014 - 12.2020
Associate - Business Information Management
Asian Institute of Computer Studies