LOTCHIE D. LUMA-AS
Quezon City
Summary
Dedicated and results-driven Customer Service Professional holding a degree in Education. Combines natural communication, empathy, and instructional skills to deliver seamless, patient, and efficient customer support. Adept at managing client relationships, resolving complaints under pressure, and collaborating cross-functionally to achieve high satisfaction scores.
Overview
6
6
years of professional experience
Work History
Client Representative
IQVIA
Taguig
06.2025 - 07.2026
- Research and secure premium private dining rooms and event spaces tailored specifically to the client's privacy, capacity, and technical requirements.
- Manage all food and beverage logistics, ensuring menus align with client preferences, dietary restrictions, and pharmaceutical compliance guidelines.
- Create client contracts and meticulously review third-party vendor agreements to mitigate risk and ensure favorable terms.
- Act as the primary point of contact bridging the client and venue staff to oversee precise setup and guarantee flawless event execution.
- Work from home set up
Customer Service Representative
Genpact Ltd.
Quezon City, Metro Manila
12.2024 - 05.2025
- Respond to customer inquiries via phone and chat regarding banking transactions.
- Educate customers on digital baking tools and self-service options.
- Adhere to compliance and confidentiality standards in line with financial regulations.
- Escalate complex issues to appropriate departments or supervisors as needed.
- Resolve issues related to account management transaction, billing, and service concerns.
- Document interactions and transactions accurately in CRM systems.
Senior Customer Service Representative
HCL Technologies
Taguig City, MM
07.2022 - 05.2024
- Monitor and ensure the successful, 100% completion of all product deliveries to assigned retail locations.
- Inspect incoming shipments for quality assurance, meticulously documenting and reporting damaged items to the appropriate departments.
- Serve as the central point of contact between delivery drivers, store employees, and operational teams to streamline the delivery process.
- Proactively identify delivery discrepancies or delays and swiftly escalate them to the correct internal departments for immediate resolution.
- Work from home setup
Account Manager - Promoted
Puregold Price Club Inc.
Abuyog, Leyte, PH
02.2021 - 01.2022
- Overview daily operation.
- Orients newly hired employees, create daily schedules, provides direction to store staff, volunteers, complete time-sheets, billing and attendance records.
- Evaluate employee's performance.
- Maintaining excellent relationship with customers that are built on trust and encouraging the rest of the sales team.
- Provide marketing planning and strategies.
- Systemically assess employee performance, providing constructive feedback and targeted coaching to drive individual and team growth.
- Lead the orientation and comprehensive training of newly hired employees, equipping them with the specific tools, resources, and knowledge necessary for immediate operational success.
Logistic Representative - Encoder
Puregold Price Club Inc.
Abuyog, Leyte, PH
09.2020 - 02.2021
- Data Entry & Quality: Accurately enter, verify, update, and correct system records, spreadsheets, and databases.
- Filing & Reporting: Maintain physical/electronic filing systems, retrieve information, and generate reports on demand.
- Security & Compliance: Ensure timely processing while maintaining strict data confidentiality and security standards.
- Client & Team Coordination: Act as the primary contact for clients, providing status updates, ETAs, and resolving issues (lost cargo, damages, missed pickups).
- Cross-Department Collaboration: Work with other teams to clarify details and gather missing information.
- Logistics & Documentation: Prepare and process critical paperwork (Bills of Lading, commercial invoices, packing lists, customs declarations).
- Inventory & Warehousing: Coordinate temporary storage/consolidation and collaborate with warehouse staff to monitor stock and verify loads.
Education
Bachelor of Secondary Education - English
Abuyog Community College
Abuyog, Leyte, PH01-2020
Skills
- Attention to Detail
- Leadership skills
- Problem Solving
- Strategic Planning
- Documentation and Record Planning
- Customer Service Oriented
Languages
English
Advanced (C1)
Timeline
Client Representative
IQVIA
06.2025 - 07.2026
Customer Service Representative
Genpact Ltd.
12.2024 - 05.2025
Senior Customer Service Representative
HCL Technologies
07.2022 - 05.2024
Account Manager - Promoted
Puregold Price Club Inc.
02.2021 - 01.2022
Logistic Representative - Encoder
Puregold Price Club Inc.
09.2020 - 02.2021
Bachelor of Secondary Education - English
Abuyog Community College