Lourdes Guevarra
Customer Service Associate
Bacoor
Summary
To make use of my interpersonal skills to achieve goals of a company that focuses on customer satisfaction and customer experience.
Excellent communication skills. Ability to handle high-pressure situations. Good problem solving abilities. Strong decision making and analytical abilities. Have good listening skills and to multitask effectively. Have basic troubleshooting skills to navigate on various systems and databases.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
1
1
Language
Work History
Customer Service Associate
NCH Customer Service Inc
05.2024 - Current
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.
- Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
Optical Assistant (UK country)
Microsourcing Phils
05.2022 - 01.2024
- Greeting customers and making them feel welcome.
- Taking inbound calls and emails for customer's query
- Answering inbound calls and emails for customer order and providing some updates
- Creating and updating customer's account
- Tracking orders for the customer order.
- Selling customers eyewear solutions that best suit their fashion sense and needs.
- Assisting customers in selecting frames and types of lenses according to their needs.
- Assisting customers to create an account and to navigate the website.
- Measuring eyewear frames.
Customer Service Advocate (health insurance for US)
Hinduja Global Solutions
07.2021 - 05.2022
- Managing and overseeing the financial aspect of patient account within a healthcare facility or organization.
- Communicate with providers and office staff regarding patients' ongoing plan of care and progress towards health goals. Develop partnerships and encourage program participation.
- Refers members to community-based resources that can assist the member with self care needs.
- Verifying insurance coverage, providing billing statements to customers and resolving billing discrepancy.
- Maintaining accurate and up-to-date financial records.
- Attention to detail, strong organizational skills, and a solid understanding of healthcare billing.
- Answering incoming calls from patients and addressing requests for support. Transfers members to coaching staff or refers back to the patient's provider as necessary.
- Demonstrates a strong commitment to the mission and values of the organization.
- Performs other duties as assigned.
Support staff / Encoder
RED CROSS Volunteer
01.2021 - 07.2021
- Company Overview: Las Pinas Chapter
- Assist in office management and organization procedures.
- Organize and schedule meetings and appointments.
- Take minutes of meetings.
- Perform RT-PCR saliva testing to customers.
- Tracking the result of the test confidentially to the customer.
- Maintain files and records so they remain updated and easily accessible.
- Maintain contact lists.
- Las Pinas Chapter
Customer Service (Insurance For AU)
Collabera
01.2020 - 07.2020
- Company Overview: Headhunter that caters service to EXL
- Learning and understanding company insurance products.
- Answering calls and responding to customer complaints.
- Accessing customer accounts and policy schedules.
- Providing customers with detailed information about policies and products.
- Assist clients in selecting the appropriate car and insurance coverage for their vehicle and property.
- Evaluate clients needs, access potential risks, and recommend insurance policies that provide adequate protection.
- Responsible for explaining policy features, terms, and conditions to clients, as well as assisting them with claims processing and providing ongoing customer support.
- Headhunter that caters service to EXL
Customer Service Tier 2 (white pages for ads)
Teletech
05.2019 - 11.2019
- Listen to customers' concerns, issues and questions.
- Resolve customers' concerns and answer customers' questions to your best ability.
- Maintain a positive attitude and calmly respond to customers' complaints.
- Open new customer accounts.
- Attract customers by promoting the product and company positively, answering questions and addressing concerns as they arise.
Customer Service advocate (Telco AU - Virgin Mobile)
Concentrix formerly Convergys
10.2018 - 04.2019
- Manage large amounts of incoming phone calls.
- Generate sales leads.
- Identify and assess customers' needs to achieve satisfaction.
- Build sustainable relationships and trust with customer accounts through open and interactive communication.
- Taking payments and updating customer's account.
- Provide accurate, valid and complete information by using the right methods/tools.
Customer Service for collection (Telco AU)
24/7a.i Phils. Inc.
11.2016 - 09.2018
- Monitor accounts to identify outstanding debts.
- Investigate historical data for each debt or bill.
- Find and contact clients to ask about their overdue payments.
- Take actions to encourage timely debt payments.
- Process payments and refunds.
- Taking payment arrangements for customers who can't pay their bill on time.
- Performing basic troubleshooting on customers account if necessary.
Customer Service (hotel reservations)
TelePerformance (Former Aegis People support Inc.)
03.2014 - 10.2016
- Performs telemarketing functions when assigned.
- Ensures guest/customer needs are met and service is provided in a quick and efficient manner.
- Promotes positive traits to guest, employee and public relations at all times.
- Responsible for the quality, consistency and presentation of all products and services delivered to guests.
- Must be able to handle multiple tasks.
Waitress/Barista
ADNEC (Abu Dhabi National Exhibition Center)
07.2013 - 01.2014
- Company Overview: ADNH COMPASS ME LLC
- Welcoming customers, informing them about specials or new items, answering questions, and accepting orders and payments.
- Preparing foods, such as sandwiches or baked goods, and grinding and blending coffee beans, brewing coffee and tea, and serving items to customers.
- Packaging food and beverages for sale.
- Selling coffee and tea blends and brewing equipment, highlighting the differences between items, and educating customers about brewing methods.
- Cleaning and restocking work and dining areas, emptying trash and sanitizing equipment and utensils.
- ADNH COMPASS ME LLC
Food Handler/ Waitress
Dubai Hospital
06.2012 - 07.2013
- Company Overview: ADNH COMPASS ME LLC
- Preparing various food items for customers following the instructions provided.
- Appropriately packaging all food items for delivery.
- Cleaning and disinfecting all food preparation tools, instruments, and equipment before and after each use.
- Ensuring that all food surfaces, as well as refrigerators, ovens, freezers, and microwaves, are clean.
- Promptly notifying the supervisor of any incidents or suspicions of food contamination.
- ADNH COMPASS ME LLC
Sales Clerk/ Cashier
Farmer's Plaza/ Ali Mall
04.2009 - 11.2010
- Greeting customers as they enter the store.
- Working at the point-of-sale counter to process transactions.
- Assisting customers in locating products by going through the inventory.
- Calling other store locations to find items that are not available in the store based on customer requests.
- Suggesting new items to customers based on their selections.
Education
Housekeeping Course - NC2
TESDA
San Pedro, Laguna 01.2011 - 03.2011
B.S. Commerce - Major in Computer Management
UNIVERSITY OF PERPETUAL HELP RIZAL
Secondary - undefined
Mapua Institute of Technology
01.1990 - 01.1995
Skills
Customer support
Customer service
Team collaboration
Problem resolution
Product knowledge
Product and service solutions
Inbound and outbound calling
Merchandise upselling
MS office proficiency
Multitasking
Computer skills
Adaptability and flexibility
MS office
Understanding customer needs
Problem-solving aptitude
Customer service orientation
Attention to detail
Microsoft office
Problem-solving abilities
Calm and professional under pressure
LiveChat messaging
Written communication
Self motivation
Problem-solving
Remote office availability
Call documentation
Training
- Basic Food Hygiene, ADNH COMPASS ME LLC, Dubai Municipality, United Arab Emirates, 03/23/13
- 60-Hour Call Center Pro, SABRAS Training, Review and Consultancy Inc., 07/12/10 - 07/25/10
- Call Center Basics/ Computer Fundamentals, SABRAS Training, Review and Consultancy Inc., 06/29/10
Timeline
Customer Service Associate
NCH Customer Service Inc
05.2024 - Current
Optical Assistant (UK country)
Microsourcing Phils
05.2022 - 01.2024
Customer Service Advocate (health insurance for US)
Hinduja Global Solutions
07.2021 - 05.2022
Support staff / Encoder
RED CROSS Volunteer
01.2021 - 07.2021
Customer Service (Insurance For AU)
Collabera
01.2020 - 07.2020
Customer Service Tier 2 (white pages for ads)
Teletech
05.2019 - 11.2019
Customer Service advocate (Telco AU - Virgin Mobile)
Concentrix formerly Convergys
10.2018 - 04.2019
Customer Service for collection (Telco AU)
24/7a.i Phils. Inc.
11.2016 - 09.2018
Customer Service (hotel reservations)
TelePerformance (Former Aegis People support Inc.)
03.2014 - 10.2016
Waitress/Barista
ADNEC (Abu Dhabi National Exhibition Center)
07.2013 - 01.2014
Food Handler/ Waitress
Dubai Hospital
06.2012 - 07.2013
Housekeeping Course - NC2
TESDA
01.2011 - 03.2011
Sales Clerk/ Cashier
Farmer's Plaza/ Ali Mall
04.2009 - 11.2010
Secondary - undefined
Mapua Institute of Technology
01.1990 - 01.1995
B.S. Commerce - Major in Computer Management
UNIVERSITY OF PERPETUAL HELP RIZAL