Pets, music and road trips
LORENA ANTIVOLA
Customer Service Professional
Digos City
Summary
Enthusiastic and motivated individual passionate about customer service. Team player works well both independently and within team settings to achieve goals. Skilled communicator and problem solver committed to creating positive customer experiences.
Overview
10
10
years of professional experience
Work History
Customer Service Associate
Full Potential Solutions
Davao City
7 2022 - 4 2024
- Answered 40-50 calls/chats per day and addressed customer concerns related to their overseas remittance, refund, and account management
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Developed and actualized customer service initiatives to decrease wait times.
Customer Service Specialist
VXI Global Holdings BV
Davao City
03.2020 - 06.2022
- Answered 40-50 calls and addressed customer concerns related to their bills, accounts and general queries
- Assisted with basic troubleshooting to provide resolution to customer’s technical concerns.
Virtual Assistant
Scaling with the Systems
Digos City
9 2019 - 3 2020
- In-charged with prospecting new clients for employer thru email campaigns and made sure that positive leads are properly assisted and forwarded to employer for follow ups
- Created multiple email accounts to ensure that demand for acquiring new clients are always met
- Managed employer’s calendar and made sure that appointments to positive leads are properly documented for employer’s reference
- Assisted in managing employer’s social media accounts and ensured that activities made in accounts are positive and engaging to help grow employer’s brand.
- Managed filing system, entered data and completed other clerical tasks.
- Coordinated Skype calls across multiple time zones.
QA Specialist
AUX LMedia
Davao City
10.2017 - 04.2019
- Listened to 60 or more calls and ensure that each submitted sale is confirming to pre-set QA guidelines to mark it valid
- Provided relevant feedback based on what has transpired in call
- Feedback should be in line to pre-set guidelines provided by company and agreed by call centers
- Coached agents if needed, to help them minimize mistakes thus increasing their valid sales for each product/service offered
- Ensured that all calls evaluated are saved in data base for future references.
Customer Service Associate
AWESOME OS
Davao City
03.2016 - 08.2017
- Answered 30-40 calls/chats per day and addressed customer concerns related to their orders and account management.
- Offered excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Customer Service Associate
Concentrix Convergys Davao
Davao City
02.2015 - 01.2016
- Answered 60 calls up and addressed customer concerns related to their billing concerns, payments, accounts and general queries.
Assisted with basic troubleshooting to provide resolution to customer’s technical concerns. - Conducted follow-up calls to ensure complete satisfaction after issue resolution.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates
Customer Service Associate
Sutherland Global Services
Davao City
03.2013 - 04.2014
- Answered up to 200 emails per day and addressed customer concerns related to their orders, tracking, disputes and general queries.
- Offered excellent support and tailored recommendations to address needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
SEO/Virtual Assistant
Agency SEO (Internet Marketing Agency)
Davao City
06.2012 - 01.2013
- Wrote classified ads (100 words each) based on set of keywords related and relevant to company's offered services
- Searched related, relevant and updated articles and blog posts from authority sites such as SEOmoz.com and Searchenginewatch.com
- Wrote short notes (150 words each) as summary about those searched articles
- Wrote social, blog and referral bookmarking details and posted them after on high PR, high root domain bookmarking sites
- Wrote “meta” descriptions
- Searched for relevant questions and forum threads and answered them based on given guidelines
- Searched for high PR, high root domain guest blogging sites.
Education
Associate of Science - Food Technology And Processing
University of Southern Mindanao
Kabacan, North CotabatoSkills
Interpersonal Skills
Customer service excellence
Customer Account Management
Customer Relations
Relationship Building
LiveChat Messaging
Excellent in Email Handling
Data Entry
Written Communication
Background in Social Media Management
Quality Control
Calm and Professional Under Pressure
Adaptability
Can work under pressure (even during shifting schedules holidays and or Sundays) without compromising work quality
Personal Information
- Place of Birth: Digos City (Philippines)
- Citizenship: Filipino
- Date of Birth: 02/27/83
- Marital Status: Married
Spoken Languages
- Filipino
- English
- Visayan
- Hiligaynon
References
- Rolando R. Abanto II, MPA, Instructor/Customer Service Assistant, Pag-IBIG Fund, 2nd floor, Bormaheco Building, 3 J.P. Laurel Ave, +639054057613
- Roxanne Suan, Strategic Partner Instructor, VXI Global Holdings, SM City Davao Annex, Quimpo Blvd, Talomo, Davao City, 8000 Davao del Sur
- Mards Husain Esmail, Associate Manager, Sutherland Global Services Philippines, Inc, Emilio Jacinto Ext, Poblacion District, Davao City, Davao del Sur
Training
- Cyber City Teleservices, Customer Service Representatives Training, 01/01/12, 02/01/12, Sobrecarey St., Agdao, Davao City
- JIB-e/TESDA, Training and Scholarship for Future Call Center Agents, 06/01/07, 08/01/07, Marang cor. Osmena St., Gen. Santos City
Interests
Cooking
I am passionate about cooking because in a way, it allows me to do things for others. I would say, it is my ultimate love language. I love making home -made dishes and local delicacies for my family as well as desserts. I alos like to learn new recipes and share the output to my family and loved ones.
Timeline
Customer Service Specialist
VXI Global Holdings BV
03.2020 - 06.2022
QA Specialist
AUX LMedia
10.2017 - 04.2019
Customer Service Associate
AWESOME OS
03.2016 - 08.2017
Customer Service Associate
Concentrix Convergys Davao
02.2015 - 01.2016
Customer Service Associate
Sutherland Global Services
03.2013 - 04.2014
SEO/Virtual Assistant
Agency SEO (Internet Marketing Agency)
06.2012 - 01.2013
Customer Service Associate
Full Potential Solutions
7 2022 - 4 2024
Virtual Assistant
Scaling with the Systems
9 2019 - 3 2020
Associate of Science - Food Technology And Processing
University of Southern Mindanao