Cooking
Kristine Nicole Lao
Support Representative
Pasig, Metro Manila
Summary
Well-qualified support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements. Well-versed in Customer Service and working in 24/7 uptime environment. I am also Support Specialist skilled handling data, technical issues and personnel support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities. Offering 3 years of experience in BPO and Customer service Industry.
Overview
3
3
years of professional experience
1
1
Language
Work History
Support Advisor
TaskUs
02.2023 - Current
- Monitored systems in operation and quickly troubleshot errors.
- Boosted customer confidence in company products through consistent provision of accurate information during interactions.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Championed customer feedback initiatives that informed product improvements and feature enhancements over time.
Support Ambassador
Telus Inc.
06.2022 - 01.2023
- Promoted good customer relations and premier customer satisfaction by demonstrating friendly demeanor and can-do attitude.
- Assisted team with operational policies and procedures to drive services.
- Evaluated progress towards achieving mission goals using key performance indicators and implemented necessary changes for continuous improvement.
- Maintained open lines of communication between home and host governments through regular consultations on areas of mutual interest.
Customer Support Representative
Sykes Asia Inc
05.2021 - 05.2022
- Provided empathetic support for customers experiencing difficulties or dissatisfaction, resulting in improved loyalty.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Streamlined support processes for increased efficiency and reduced response times.
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
Customer Service Representative
Alorica Inc
01.2021 - 05.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Bachelor of Science - Tourism And Travel Management
Far Eastern University
Manila, Metro Manila, Philippines 04.2001 -
High School Diploma -
FEU Roosevelt Cainta Campus
Cainta, Province Of Rizal, Philippines 04.2001 -
Skills
- Customer Relationship Management
- Remote Support
- Ticket management
- Application support
- Online Chat Support
- Analytical Thinking
- Call Center Operations
Accomplishments
- 100% Quality Score for the month of February 2022 (Sykes Asia Inc)
- Best in adherence (Sykes Asia Inc)
- Promoted to Resolutions 1 (Telus Inc)
- Promoted to Resolution 2 (Telus Inc)
Interests
Singing
Work out and physical activities
Watching tutorials for website designs and website development
Timeline
Support Advisor
TaskUs
02.2023 - Current
Support Ambassador
Telus Inc.
06.2022 - 01.2023
Customer Support Representative
Sykes Asia Inc
05.2021 - 05.2022
Customer Service Representative
Alorica Inc
01.2021 - 05.2021
Bachelor of Science - Tourism And Travel Management
Far Eastern University
04.2001 -
High School Diploma -
FEU Roosevelt Cainta Campus
04.2001 -
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