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Lovely Hope S.D Tapar
CSR Coach / Customer Experience Specialist
Antipolo City
Summary
Experienced and proactive team player with exceptional organizational skills and a can-do attitude. Skilled in effectively managing and prioritizing multiple tasks simultaneously while maintaining meticulous attention to detail.
Capable of coaching and mentoring team members to ensure success and achieving team goals with proficiency in maintaining accurate reports and documentation to support decision-making processes.
Overview
12
12
years of professional experience
3
3
years of post-secondary education
Work History
Customer Experience Coach,
Staff Domain Inc.
Ortigas Center, Pasig
03.2022 - Current
- Managed the training and development for highly effective customer experience team.
- Assessed program resources effectiveness on regular basis and improved upon deficient areas.
- Developed knowledge checks to align with corporate service goals.
- Reviewed and evaluated bad survey returns.
- Maintained and prepared reports for entire team's KPI and customer satisfaction (92-97% consistently).
CSAT Analyst and Voice of the Customer Scrubber,
Teleperformance (Telephilippines, INC.)
Antipolo City
08.2019 - 02.2022
- Reviewed and analyzed customer satisfaction surveys returns.
- Identified underlying factors behind both positive and negative feedback.
- Compiled and organized all reports related to Voice of the Customer on a bi-weekly and monthly basis.
- Facilitated open discussions for the refinement of customer service approach
- Trained and guidance to program's new recruits on effective approach for optimal service results.
Customer Service Subject Matter Expert
Teleperformance (Telephilippines, INC.)
Antipolo City
08.2019 - 02.2022
- Provided guidance and instruction to newly hired personnel regarding program policies.
- Conducted interviews, evaluations, and assessments to ensure candidate suitability for the program.
Technical and Customer Support Representative
Teleperformance (Telephilippines, INC.)
Antipolo City
07.2017 - 08.2019
- Demonstrated excellent customer and technical service skills through chat, phone, and email communication channels
- Represented the company professionally - fostering positive relationships with customers. (garnering high CSAT return).
- Provided expert guidance to customers regarding the client's products, addressing general queries and troubleshooting browser and app issues.
- Collaborated with internal teams to effectively resolve customer concerns and escalate issues as needed.
Homestay Program Coordinator
Paradasia Travel and Tours
Cainta, Rizal
02.2012 - 02.2015
- Created customized menu packages for international clients.
- Handled administrative tasks related to managing and coordination with partner clients.
Cafeteria Manager and Creative Cook
Bluegrass Creative Learning Center
Cainta, Rizal
01.2011 - 03.2012
- Created a menu that promotes health and nutrition for young children in daycare and preschool settings.
- Catered food for various special occasions, such as graduations and birthday parties.
- Managed day-to-day cafeteria operations.
Education
Associate of Arts - Hotel, Motel, And Restaurant Management
Asian School of Hospitality Arts
Quezon City, Philippines 06.2011 - 04.2014
Skills
Coaching experience
Software
Microsoft Office [Outlook, Excel, PowerPoint, Word]
CRM [Salesforce, Zendesk]
COMMUNITY INVOLVEMENT
Children’s Garden of the Philippines - Volunteer for social projects
- Assisted in organizing social projects helping street kids
- Handled communication and translation tasks with foreign parties
- Provided meals for international teams involved in charity programs.
Kim Dong-Woo Vision Academy (Child and Teenager Homestay Program) - Volunteer
- Taught culinary courses to Korean students
- Developed recipes prepared in various workshops specific to pastry baking
- Aided in coordinating the opening and closing activities of the camp
Timeline
Customer Experience Coach,
Staff Domain Inc.
03.2022 - Current
CSAT Analyst and Voice of the Customer Scrubber,
Teleperformance (Telephilippines, INC.)
08.2019 - 02.2022
Customer Service Subject Matter Expert
Teleperformance (Telephilippines, INC.)
08.2019 - 02.2022
Technical and Customer Support Representative
Teleperformance (Telephilippines, INC.)
07.2017 - 08.2019
Homestay Program Coordinator
Paradasia Travel and Tours
02.2012 - 02.2015
Associate of Arts - Hotel, Motel, And Restaurant Management
Asian School of Hospitality Arts
06.2011 - 04.2014
Cafeteria Manager and Creative Cook
Bluegrass Creative Learning Center
01.2011 - 03.2012
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