LAVINYA TIMORATA VILLACORTE
Isabela City
Summary
Professional in customer service with strong focus on team collaboration and achieving results. Skilled in conflict resolution, communication, and managing team performance. Reliable and adaptable, ensuring seamless operations and customer satisfaction in dynamic environments. Prepared to lead and support team to meet and exceed goals.
Overview
14
14
years of professional experience
Work History
Customer Service Supervisor
AC Corporation
07.2016 - Current
- Managing Mindanao area under Customer Service.
- Ensuring that safety is being followed and acted upon by the employees always.
- Supervised daily operations, ensuring exceptional customer service delivery and issue resolution.
- Trained and mentored team members on best practices in customer interaction and conflict management.
- Developed and implemented process improvements that enhanced service efficiency and customer satisfaction.
- Managed scheduling and staffing, optimizing resource allocation for peak service periods.
- Facilitated training sessions on new systems and technologies, boosting team proficiency in tools used for customer support.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
Operational Sales / Support
Pilipinas Shell Petroleum Corporation
10.2011 - 07.2016
- Assist District/Territory Managers on various request/support needed for their team.
- Facilitate various requests to focal on certain issues/concerns raised by Shell Retailers which include preparation of credit memo and reimbursement if needed.
- Monitor all New to Industry account creation includes requirements from incoming Shell retailers, ensures that all collaterals needed are delivered completely to site before target date of opening.
- Product monitoring (includes run-out/delivery/contamination/manual ordering (if needed)
- Maintain all customer master data
- Assist various department on admin support which concerns to my assigned district.
Education
Master in Business Administration -
Xavier University – Ateneo De Cagayan
Cagayan De Oro, Province Of Misamis Oriental, PhilippinesBachelor of Science - Social Work
Western Mindanao State University
01.2011
Skills
- Adept user of Microsoft applications; Word, PowerPoint, Outlook and Excel
- Excellent written and communication skills
- Negotiation skills
- Teamwork skills
- Decision making, planning and organizing skills
- Effective organizational and time management skills
- Strong problem-solving, analytical and research skills
- Adaptability
- Proven ability to manage multiple tasks, projects, resource and dependencies in a fast-paced environment
- Driving skills
References
Rommel, Perdon, Engr., 0917-835-7867, AC Corporation, PMG Dept Head
Training
- Permit to Work and Safety Passport Training for Pilipinas Shell Petroleum Corporation September 15, 2016 April 23, 2021
- Technical Safety Training Course (WSO) July 18-20, 2016
- Confined Space Entry, Housekeeping and LFI Sharing August 2017
- Working at Heights August 2017
- Malaria and other Mosquitoes Borne Diseases August 2017
- LSR – Life Saving Rules August 2017
- Hot Works August 2017
- Gas Testing and Gas Tester Monitoring August 2017
- Excavation and Trenching Works August 2017
- Electrical Safety, LOTOTO and PPE August 2017
- COSH – Construction Occupational Training May 2018
- 8 hours Mandatory Safety Training for Workers June 2019
- Confined Space Safety Training October 7, 2020
- LCM – Loss Control Management June 2022
Timeline
Customer Service Supervisor
AC Corporation
07.2016 - Current
Operational Sales / Support
Pilipinas Shell Petroleum Corporation
10.2011 - 07.2016
Bachelor of Science - Social Work
Western Mindanao State University
Master in Business Administration -
Xavier University – Ateneo De Cagayan