Love Amancia
Cebu City
Summary
I’m Love Amancia, an offshore virtual assistant, back office support & customer service representative with a 16 years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset. A specialist in handling and managing day to day variety of tasks to cater genuinely administrative services to an Australian, American & New Zealand clients.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Executive Customer Representative
EXL Services Inc.
10.2022 - Current
- Insurance Set up (Prudential and TransAmerica)
- Managed approximately 40-45 incoming calls per day from customers.
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Provided product information and support to enhance customer experience and satisfaction levels.
- Collaborated with cross-functional teams to streamline processes and improve service delivery efficiency.
- Conducted follow-up communications to ensure ongoing satisfaction and address any additional concerns.
- Mentored junior representatives, fostering a collaborative environment focused on continuous improvement.
- Handled high-stakes client escalations, demonstrating empathy and professionalism while working towards mutually beneficial resolutions.
- Championed process improvements that reduced average call handling time without compromising customer satisfaction levels.
Customer Care Representative
ePerformax Contact Centers & BPO
10.2021 - 09.2022
- VIOME AND DHGATE
- Handled 3-5 chats simultaneously.
- Responds to customer inquiries quickly, directly and concisely.
- Received 97% customer satisfaction ratings.
- Does multitasking effectively.
- Asked direct relevant questions.
- Quickly identifies customer pain points.
Officer-In-Charge
Ken Tourist Car Rental
07.2019 - 11.2020
- Oversaw daily operations, ensuring efficient vehicle availability and customer service excellence.
- Managed rental agreements, verifying customer information and processing transactions accurately.
- Coordinated vehicle maintenance schedules, enhancing fleet reliability and safety compliance.
- Trained staff on company policies and customer interaction techniques to improve service quality.
- Implemented process improvements that reduced turnaround time for vehicle preparation and delivery.
- Analyzed customer feedback, identifying trends to enhance service offerings and client satisfaction.
Executive Service Specialist
Cloudstaff
03.2018 - 09.2019
- OX TOOLS - NEW ZEALAND
- Entered and processed requested orders in purchasing software programs
- Performed arithmetic calculations.
- Does credits and change orders as per client's request.
- Does refund and cancel orders.
- Answered to inbound and do outbound calls.
- Trained colleague to some functions in Netsuite.
Global Customer Service
Fusion BPO
08.2014 - 02.2018
- OX TOOLS - AUSTRALIA
- Entered all orders within 1 hour of receipt.
- Responds to customer as well as clients emails and requests in a timely fashion.
- Planned a calendar for clients and for me to adhere to.
- Does customers credit requests as per instructions from daily DFS within 3 days of receipt.
- Database cleansing and updating.
- Carry out other duties as directed by management.
VetDermNurse
SupportSave Solution
02.2010 - 08.2014
- AVSARC -AUSTRALIA
- Managed record keeping well.
- Records account information, data input and back up files.
- Directly interfaced with clients.
- Does outbound and inbound calls
- Gave advice to owners about caring for their pets and breeding animals.
- Does follow ups and reminders of the owner's pet for their appointments.
Education
High School Diploma -
Holy Spirit School
Tagbilaran, Bohol, Philippines03-1992
Bachelor of Science And Arts - Optometry,Dental Medicine,BSPharmacy,BSPsychology
Southwestern University
Cebu City, Province Of Cebu, PhilippinesSkills
- Microsoft Office
- NetSuite Oracle
- Salesforce
- Skype
- Animal Intelligence
- Zoom
- Slack
- Genesys
- Avaya
- Citrix
- Windows App
- Detail-oriented
- Customer Service Satisfaction
- Integrity
- Inbound customer service
- Data entry
- Complaint handling
- Problem resolution
- First call resolution
- Order processing
- Multitasking and organization
- Empathy and patience
- Active listening
- Adaptability and flexibility
- Decision-making
- Quality assurance
- Security verification
- Punctuality and reliability
- Computer skills
- Calm under pressure
- Teamwork and collaboration
- Understanding customer needs
- Customer data confidentiality
Accomplishments
- Consistent employee of the month
- Weekly winner of Hively leaderboard in an Australian account
Certification
- Consistent Hively Winner 2019-2021
- Completion of Phase One & Phase Two Nesting, EXL Services Inc- August 2025
- Top QA Performer, EXL Services Inc - Nesting Period August 2025
- Top Reliability Performer, EXL Services Inc - 19 August 2025
- Top Agent, EXL Services Inc -29 October 2025
Timeline
Executive Customer Representative
EXL Services Inc.
10.2022 - Current
Customer Care Representative
ePerformax Contact Centers & BPO
10.2021 - 09.2022
Officer-In-Charge
Ken Tourist Car Rental
07.2019 - 11.2020
Executive Service Specialist
Cloudstaff
03.2018 - 09.2019
Global Customer Service
Fusion BPO
08.2014 - 02.2018
VetDermNurse
SupportSave Solution
02.2010 - 08.2014
High School Diploma -
Holy Spirit School
Bachelor of Science And Arts - Optometry,Dental Medicine,BSPharmacy,BSPsychology
Southwestern University