Leila Sariola
Customer Service Representative
Manila, Metro Manila
Summary
Dynamic customer service professional with a proven track record at Amazon, excelling in problem-solving and active listening. Recognized for enhancing customer satisfaction and loyalty through effective conflict resolution and product knowledge.
Committed to delivering exceptional support and driving sales growth, consistently exceeding performance metrics.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
27
27
years of professional experience
Work History
Customer Service Representative
Amazon
09.2021 - 08.2025
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Representative
IBEX Global
04.2018 - 06.2019
Technical Support Representative
Convergys
10.2017 - 04.2018
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Used ticketing systems to manage and process support actions and requests.
Senior Process Associate
Cognizant
07.2017 - 10.2017
Customer Service Representative
Alorica
09.2016 - 07.2017
Customer Service Representative
TeleTech Holdings
08.2015 - 09.2016
Marketing Specialist
Club Balai Isabel
07.2012 - 05.2014
- Analyzed market trends and consumer behavior to inform data-driven marketing decisions.
- Conducted competitor analysis for better positioning in the market and identifying growth opportunities.
- Boosted lead generation through the creation of engaging content for social media platforms.
- Delivered comprehensive market research reports that guided executive decision-making processes.
- Increased brand awareness by developing and implementing targeted marketing campaigns.
Broadcast Monitoring Staff
PCOO - Office of the President
09.2010 - 12.2011
Call Center Agent
One Global Contact Center
04.2006 - 06.2007
Cashier
Pharaoh KTV
06.1998 - 06.1999
Education
Bachelor of Arts - Psychology
Pamantasan Ng Lungsod Ng Maynila
Manila, Metro Manila 04.2001 -
Skills
Customer service
Timeline
Customer Service Representative
Amazon
09.2021 - 08.2025
Customer Service Representative
IBEX Global
04.2018 - 06.2019
Technical Support Representative
Convergys
10.2017 - 04.2018
Senior Process Associate
Cognizant
07.2017 - 10.2017
Customer Service Representative
Alorica
09.2016 - 07.2017
Customer Service Representative
TeleTech Holdings
08.2015 - 09.2016
Marketing Specialist
Club Balai Isabel
07.2012 - 05.2014
Broadcast Monitoring Staff
PCOO - Office of the President
09.2010 - 12.2011
Call Center Agent
One Global Contact Center
04.2006 - 06.2007
Bachelor of Arts - Psychology
Pamantasan Ng Lungsod Ng Maynila
04.2001 -
Cashier
Pharaoh KTV
06.1998 - 06.1999
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