Limelyn Padernal
Customer Service | Admin Associate
Angono
Summary
Customer service and complaints associate with more than 12 years of experience in telecom, financial services, and education sectors. Skilled in addressing escalated complaints, providing administrative assistance, and ensuring compliance with data protection laws. Acknowledged for exceptional communication skills, thorough documentation practices, and a consistent record of exceeding performance goals.
Overview
12
12
years of professional experience
Work History
Complaints Admin Associate / CSR
KGB Philippines
05.2023 - Current
- Managed financial services accounts including loans, credit cards, and collections, ensuring accuracy, compliance, and empathy when assisting vulnerable customers.
- Achieved 2 commendations for excellent service.
- Selected for Complaints Team (Feb 2024), handling escalated cases and improving resolution outcomes.
- Provided administrative support:
- Managed 45–60 emails daily in a shared inbox, delivering clear, compliant, and professional responses to customers, internal departments, law firms, and Claims Management Companies representing clients complaints.
- Reviewed and validated Letters of Authority (LOA) to confirm legal authorization before releasing sensitive financial information.
- Prepared comprehensive, audit-ready case documentation outlining findings, regulatory considerations, risk exposure, and resolution rationale.
- Tracked and monitored case progress, ensuring timely escalation and follow-up with relevant departments.
- Coordinated cross-department communication to ensure smooth handoffs and accurate reporting.
- Maintained internal knowledge bases and updated process documentation to support team efficiency.
CSR
Transcom Asia
12.2020 - 07.2022
- Supported subscription-based food delivery accounts, resolving billing and delivery issues.
- Delivered “extra mile” assistance that improved customer trust and retention.
ESL Teacher
Acadsoc Inc.
12.2018 - 04.2019
- Designed and delivered engaging lessons tailored to diverse learning styles.
- Assessed student progress and provided timely feedback.
CSR
Quantrics Enterprises Inc.
04.2018 - 01.2019
- Promoted Bell Canada services, consistently meeting revenue targets.
- Delivered accurate information on promotions and customer programs, strengthening customer loyalty.
Temporary Trainer Team Lead / CSR
TeleTech Philippines
02.2017 - 03.2018
- Surpassed revenue targets by promoting health insurance accounts during inbound calls.
- Promoted to Team Lead, mentoring junior staff and monitoring performance metrics.
CSR / TSR
Concentrix
10.2016 - 02.2017
- Supported the Google account, handling 20–30 daily calls for Gmail troubleshooting and Android issues.
- Maintained 100% customer satisfaction scores monthly.
CSR / TSR
Sitel Philippines Corporation
09.2014 - 10.2016
- Assisted telecommunications accounts with billing, technical, and account concerns.
- Built long-term customer relationships through empathy and swift resolution.
Education
Bachelor of Science in Secondary Education - Biological Science
Iloilo Science and Technology University
Iloilo City01-2013
References
Available upon request
Timeline
Complaints Admin Associate / CSR
KGB Philippines
05.2023 - Current
CSR
Transcom Asia
12.2020 - 07.2022
ESL Teacher
Acadsoc Inc.
12.2018 - 04.2019
CSR
Quantrics Enterprises Inc.
04.2018 - 01.2019
Temporary Trainer Team Lead / CSR
TeleTech Philippines
02.2017 - 03.2018
CSR / TSR
Concentrix
10.2016 - 02.2017
CSR / TSR
Sitel Philippines Corporation
09.2014 - 10.2016
Bachelor of Science in Secondary Education - Biological Science
Iloilo Science and Technology University