LORIELYN INOCENCIO
Customer Support Specialist / Account Manager
Marilao, Province Of Bulacan
Summary
Experienced with client relationship management, enhancing customer satisfaction through personalized service and strategic account planning. Utilizes negotiation and conflict resolution skills to maintain and renew client contracts, ensuring alignment with business objectives. Track record of leveraging analytical insights to drive client retention and business development.
Overview
9
9
years of professional experience
Work History
Sales/Collections Agent
1Office.Life
Plymouth Meeting, PA 19462 (Remote)
07.2026 - Current
- Implemented collection software, enhancing management of payment statuses and documentation of customer interactions.
- Supervised customer accounts, ensuring on-time payments and effective resolution of outstanding balances.
- Coordinated with team members to improve workflow and establish best practices.
- Coordinated with team members to strengthen workflow efficiency and promote best practices.
- Maintained high volume of calls and met demands of busy and productive group.
Customer Service Representative
Silverback Storage
Kansas City, MO 64145 (Remote)
04.2026 - 07.2026
- Managed customer inquiries promptly, enhancing customer satisfaction and fostering loyalty.
- Administered account updates and billing inquiries, guaranteeing reliability in customer records.
- Tracked records of customer interactions, ensuring follow-up and effective issue resolution.
- Oversaw high-stress scenarios adeptly, preserving professionalism while addressing disputes or conflicts.
- Interpreted feedback trends to drive service upgrades and operational changes.
- Interpreted feedback trends to influence service upgrades and operational changes.
Appointment Setter
Elite Smart Energy Solutions
South Melbourne VIC, Australia 3205 (Remote)
05.2025 - 10.2025
- Assessed performance metrics to facilitate ongoing improvement in appointment setting methods.
- Arranged sessions with sales staff and interested customers.
- Upheld comprehensive awareness of company products and services, promoting effective dialogue with potential clients during cold calls.
- Maximized appointment setting success via development of customized call lists tailored to potential client demands.
Appointment Setter
Car Vision
Maple Shade, NJ 08052 (Remote)
04.2024 - 04.2026
- Utilizing persuasive techniques and results-oriented methods to convert leads into appointments.
- Coordinated appointment scheduling by synchronizing available times for all individuals and aligning participant availabilities to meet requirements of both parties.
- Enhanced relationships through superior customer service by efficiently addressing questions, concerns, and requests.
- Used persuasive techniques to convert leads into appointments through effective communication.
- Coordinated appointment schedules to optimize service availability and enhance customer experience.
- Engaged with potential clients to identify needs and communicate service offerings effectively.
Account Manager
Movate Inc.
Taguig City, Metro Manila
03.2023 - 02.2024
- Monitored and analyzed customer usage of product to identify trends and enhance user experience.
- Collaborated with the sales team to onboard and integrate new clients and develop existing client relationships.
- Maintained client satisfaction and delivered exceptional service on a daily basis.
- Facilitated communication between customers and internal teams.
Support Ambassador
TDCX Philippines
Mandaluyong City, Metro Manila
05.2022 - 03.2023
- Assisted guests with bookings and resolved concerns about their listings.
- Mediated between hosts and guests to address booking-related issues.
- Evaluated booking conflicts to make informed decisions if the Host and the guest aren't able to meet an agreement.
- Facilitated communication between both parties to address additional concerns.
Fraud Specialist
Concentrix
Quezon City, Metro Manila
01.2022 - 06.2022
- Tracked and monitored unauthorized transactions on customer financial accounts to prevent potential losses.
- Monitored emerging fraud trends, adapting strategies accordingly for improved accuracy.
- Analyzed identity theft information to assess severity and prioritize cases for investigation.
- Maintained database of customer personal data and theft case information for efficient retrieval and analysis.
- Analyzed fraudulent transactions to identify patterns and mitigate risks.
Chat Support Specialist
TaskUs
Taguig City, Metro Manila
07.2021 - 01.2022
- Maintained accurate records of customer interactions, ensuring data integrity for names, addresses, phone numbers, credit card information, and product sales.
- Developed customer database by inputting and organizing customer information for improved access and management.
- Resolved customer inquiries and issues efficiently, enhancing overall customer satisfaction.
Collection Specialist
Sykes
Mandaluyong City, Metro Manila
11.2017 - 07.2021
- Recover overdue payments on accounts.
- Contacted defaulters via calls and emails to clarify outstanding dues.
- Negotiated adjusted payment plans to facilitate account resolution.
- Instituted legal action to recover overdue payments.
Education
BS - Information Technology
STI College
Taguig City, Metro Manila01-2010
BS - Nursing
Philippine Women's University
Malate, Manila01-2006
Skills
Support operations
Conflict resolution skills
Accurate typing proficiency
Fraud mitigation strategies
Financial transaction oversight
Client communication skills
Timeline
Sales/Collections Agent
1Office.Life
07.2026 - Current
Customer Service Representative
Silverback Storage
04.2026 - 07.2026
Appointment Setter
Elite Smart Energy Solutions
05.2025 - 10.2025
Appointment Setter
Car Vision
04.2024 - 04.2026
Account Manager
Movate Inc.
03.2023 - 02.2024
Support Ambassador
TDCX Philippines
05.2022 - 03.2023
Fraud Specialist
Concentrix
01.2022 - 06.2022
Chat Support Specialist
TaskUs
07.2021 - 01.2022
Collection Specialist
Sykes
11.2017 - 07.2021
BS - Nursing
Philippine Women's University
BS - Information Technology
STI College