Anne Ligaya Aguares
Eredera
Pasig City
Summary
Experienced Customer Service Expert with over 3 years of experience in BPO Industry. Excellent reputation for resolving problems and improving customer satisfaction. Enthusiastic and efficient, and eager to contribute to team success through hard work, tech savviness, attention to detail and excellent organizational skills. Motivated to learn, grow and excel in freelancing industry.
Overview
3
3
years of professional experience
10
10
years of post-secondary education
4
4
Certifications
Work History
Support Ambassador
TDCX Philippines
Mandaluyong City
06.2022 - Current
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Identified issues, analyzed information and provided solutions to problems.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Used Microsoft Word and other software tools to create documents and other communications.
- Worked flexible hours across night, weekend and holiday shifts.
- Create a wonderful impact every after conversation, ensuring that they recommend us to other potential customers.
Customer Service Representative
Acquire Asia Pacific International
Quezon City
06.2021 - 06.2022
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Updated account information to maintain customer records.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Assisted Sales Chat Representative
Concentrix Philippines
Quezon City
06.2018 - 10.2018
- Assisted call-in customers with questions and orders.
- Educated customers on promotional options, sales policies and methods for obtaining desired results from company offerings.
- Resolved concerns with products or services to help with retention and drive sales.
- Emphasized product specifications to meet customer needs.
- Responded to customer calls and emails to answer questions about products and services.
- Contacted potential customers to capitalize on sales opportunities.
Customer Care Expert
Alorica Philippines
Makati City
01.2018 - 05.2018
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Resolved concerns with products or services to help with retention and drive sales.
- Assisted call-in customers with questions and and after-sales support.
- Created customer profiles by answering questions and providing tailored experiences based on interests and agendas.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Customer Service Associate
Startek Philippines
Pasig City
10.2017 - 10.2017
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Worked flexible hours across night, weekend and holiday shifts.
- Worked with customers to understand needs and provide excellent service.
Customer Service Representative
Teleperformance Philippines
Pasig City
03.2017 - 10.2017
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided primary customer support to internal and external customers.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Recorded account information to open new customer accounts.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
High School Diploma -
St. Monique College of Manila
Manila, Philippines 01.2010 - 03.2014
Associate of Arts - Radio And Television Broadcasting
Polytechnic University of ThePhilippines
Manila, Philippines 06.2014 - 03.2017
Bachelor of Arts - English Language And Literature
Polytechnic University of The Philippines
Manila, Philippines 06.2017 - 03.2020
Bachelor of Arts - Communications
World Citi Colleges
06.2022 - Current
Skills
Support Ticket System Management
Complaint resolution
CRM
Administrative support
Phone and email etiquette
Live chat support
Customer Service
Email Management
Voice, Chat and Email Support
LiveChat
Atlassian Jira
Confluence
Salesforce
Zendesk
Genesys
Slack
Microsoft Office
Google Business Suite
Facebook Ads
Google Ads
Shopify
Certification
Teaching English as Foreign Language Training - 120 Hours
Timeline
Teaching English as Foreign Language Training - 120 Hours
11-2022
Bachelor of Arts - Communications
World Citi Colleges
06.2022 - Current
Social Media Management Training - 60 Hours
06-2022
Facebook Ads Manager Training - 30 Hours
06-2022
Copywriting and SEO Training - 20 Hours
06-2022
Support Ambassador
TDCX Philippines
06.2022 - Current
Customer Service Representative
Acquire Asia Pacific International
06.2021 - 06.2022
Assisted Sales Chat Representative
Concentrix Philippines
06.2018 - 10.2018
Customer Care Expert
Alorica Philippines
01.2018 - 05.2018
Customer Service Associate
Startek Philippines
10.2017 - 10.2017
Bachelor of Arts - English Language And Literature
Polytechnic University of The Philippines
06.2017 - 03.2020
Customer Service Representative
Teleperformance Philippines
03.2017 - 10.2017
Associate of Arts - Radio And Television Broadcasting
Polytechnic University of ThePhilippines
06.2014 - 03.2017
High School Diploma -
St. Monique College of Manila
01.2010 - 03.2014