LAUREILLE QUIJANO
CUSTOMER SUPPORT AND DELIVERY SPECIALIST
Abucay, Tacloban City
Summary
Successful Customer Support Specialist with 12 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability. Knowledgeable and dedicated customer service professional with extensive experience in Customer Service industry. Proficient in using communication and collaboration tools and applications:
● SLACK
● MS Application
● Trello
● Cisco Webex
● Google Suites
● Canva
● Zendesk
● Gorgias
Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
Work History
Customer Delivery Specialist
Microsourcing Philippines Inc. - Brosa Design
Work from Home Arrangement
05.2022 - 01.2023
- Arrange order deliveries, returns and collection request from customer and internal client.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Collaborated with team members to achieve target results.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Incident reports and coordinates with other department to ensure smooth order delivery resulting to customer satisfaction.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Resolved problems, improved operations and provided exceptional service.
- Carried out day-to-day duties accurately and efficiently.
- Handled 10-20 calls per day to address customer inquiries and concerns.
Customer Support Representative
Bruntwork - Brosa Design
12.2021 - 03.2022
- Handles post-sales concerns and requests via email and receives phone-in inquiries regarding current and active order from customers.
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.
- Shared strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Technical Support Specialist
IBM Business Services
Santa Rosa, Laguna
03.2014 - 04.2021
- Responsible for receiving and processing phone-in request on updating service tickets with accuracy and in accordance to process guidelines
- Sent and replied to email from vendors inquiring about maintenance contract and service coverage
- Acted as Point of contact in absence of Team Lead, managing workforce and assigning duties
- Achievements:
- Recognized as the Top Call Handle Agent for Third Quarter of 2019, November 2019
- Recognized as the Top Call Handle Agent of the Month, June 2019
- Successfully coordinated with hardware service engineers to deliver external and internal customers’ requests in a timely manner
- Effectively handled sensitive and high focus accounts ensuring requested service is delivered in a timely manner
- Patiently walked individuals through basic troubleshooting tasks.
- Maintained and updated [Type] customer service database.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Recorded and maintained relevant notes for each client and work order.
Universal Customer Service Representative, Customer Care Representative
Bayan Telecommunications Inc
Tacloban City, Leyte
06.2009 - 08.2013
- Responsible for accepting payment transactions and other tasks include auditing and balancing financial reports
- Procurement and liquidation of telephone and accessories
- Provided frontline and services include but not limited to applications, billing inquiries, payments and sales to current and prospective clients
- Offered a special retention program for subscribers requesting termination of service
- Achievements: Recognized as the Top Bayan Wireless Landline Account Saver, Recognized as the Top Bayan UCSR for 2010.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Resolved concerns with products or services to help with retention and drive sales.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Communicated with clients regarding account services, statements, and balances.
- Recorded account information to open new customer accounts.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Answered product and service questions, suggesting other offerings to attract potential customers.
Food Attendant
Sachi Japanese Restaurant
Quezon City
01.2006 - 05.2006
- Responsible for taking orders and serving ordered menu
- Also, responsible for maintaining cleaning of dining area
- Achievement:
- Successfully completed employment contract without any incidence and met expectations
- Adhered closely to food safety standards and restaurant sanitation regulations.
- Resupplied napkins, cutlery, dishes and condiments on foodservice stations.
- Delivered food to guest tables with timeliness and efficiency.
- Adhered to all safety and sanitation standards while preparing and delivering food.
- Cleaned and maintained dining area and condiment stations.
- Assisted customers with information regarding menu offerings and nutrition information.
- Examined and double-checked food orders to verify items ordered by customers.
- Answered phones to take delivery and takeout orders from customers and provide information concerning menu items and hours of operation.
Club Attendant / Chef
Mandarin Oriental Hotel Manila
Makati City
07.2005 - 01.2006
- Responsible for preparing and maintaining Lounge’s aesthetic cleanliness and preparation of boardrooms for VIP meeting.
- Prepared buffet for guests’ breakfast & snacks and relieved Chef duties when on leave.
- Consistently delighted guests by delivering special requests from clients on food preferences in a timely manner.
- Checked dining area supplies of linens, wrapped silverware and replenished low stock.
- Assisted wait staff with timely food delivery and guest requests.
- Provided attentive service and proactively assessed guest needs.
- Delivered exceptional guest experiences through attentive service and quick response to issues.
- Set up advertising signs and displays on shelves, counters and tables.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained excellent attendance record, consistently arriving to work on time.
Education
Bachelor of Science - Hotel and Restaurant Management
Polytechnic University of The Philippines
Santa Mesa, Manila 06.2001 - 05.2005
Skills
Complaint resolution
Customer Relationship Management
Billing coordination
Inbound Customer Service
Custom order management
First Call resolution
Training development aptitude
Order fulfillment
Service standard compliance
Money handling abilities
Administrative support
Professional telephone demeanor
Multi-line phone talent
Shipping procedures understanding
Technical Support
Receiving support
Stock management
Retail materials management
Assisting customers
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Customer Delivery Specialist
Microsourcing Philippines Inc. - Brosa Design
05.2022 - 01.2023
Customer Support Representative
Bruntwork - Brosa Design
12.2021 - 03.2022
Technical Support Specialist
IBM Business Services
03.2014 - 04.2021
Universal Customer Service Representative, Customer Care Representative
Bayan Telecommunications Inc
06.2009 - 08.2013
Food Attendant
Sachi Japanese Restaurant
01.2006 - 05.2006
Club Attendant / Chef
Mandarin Oriental Hotel Manila
07.2005 - 01.2006
Bachelor of Science - Hotel and Restaurant Management
Polytechnic University of The Philippines
06.2001 - 05.2005