Lovely Cabahug
Cebu City
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
15
15
years of professional experience
Work History
Customer Service Associate
Accenture Phils
10.2020 - Current
- Developed and actualized customer service initiatives to decrease wait times
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Responded to customer calls and emails to answer questions about products and services
- Evaluated account and service histories to identify trends, using data to mitigate future issues
- Resolved concerns with products or services to help with retention and drive sales
- Followed up with customers about resolved issues to maintain high standards of customer service.
Customer Service Specialist
TDCX
02.2020 - 05.2020
- Used consultative techniques to understand customer needs and make strategic referrals to business partners
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Provided primary customer support to internal and external customers
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- (Note: Employment ended after training due to pandemic issues.)
Customer Service Specialist
JP Morgan Chase & Co.
09.2016 - 12.2019
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Provided primary customer support to internal and external customers
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Answered customer telephone calls promptly to avoid on-hold wait times
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Responded to customer requests for products, services and company information
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
- Updated account information to maintain customer records.
Customer Service Specialist
Teleperformance (formerly Aegis People Support)
11.2009 - 06.2016
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Developed rapport with customers, fostering long-term relationships and repeat business.
Education
No Degree - Associate in Computer Science
University of San Jose Recoletos - Cebu City
Skills
- Professional telephone demeanor
- Complaint handling
- Quality assurance
- Inbound and outbound calling
- Assertiveness
- Customer service
- Service standard compliance
- Problem resolution
- Team collaboration
- Customer complaint resolution
- Product knowledge
Languages
English
Bilingual or Proficient (C2)
Hobbies and Interests
- I love books.
- I love to cook.
- I love the beach and the mountains.
- I love to travel if the funds allow.
- I am a minimalist and I love being alone sometimes.
Timeline
Customer Service Associate
Accenture Phils
10.2020 - Current
Customer Service Specialist
TDCX
02.2020 - 05.2020
Customer Service Specialist
JP Morgan Chase & Co.
09.2016 - 12.2019
Customer Service Specialist
Teleperformance (formerly Aegis People Support)
11.2009 - 06.2016
No Degree - Associate in Computer Science
University of San Jose Recoletos - Cebu City
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