Lynda Jane Lico
VA CUSTOMER SERVICE EXPERT
Davao
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
1
1
Language
Work History
Agent 5 Star Coach
IQOR
Davao City
01.2023 - Current
- Coach agents to achieve better customer service experience among customers.
- Skilled at working independently and collaboratively in a team environment.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Gained strong leadership skills by managing projects from start to finish.
ESL TEACHER
ENGLISH CENTRAL
Davao City
11.2022 - Current
- Gave one-on-one attention to each student while maintaining overall focus on entire group.
- Educated students in basics of English grammar and conversational speaking.
- Increased ESL students' reading levels by integrating online word games and altering lesson plans for students needing extra guidance.
- Provided instruction using textbooks, worksheets, games and visuals to help improve reading, writing, speaking and listening skills.
- Combined students' personal interests with lesson objectives to create student-specific activities.
- Promoted critical thinking to build subject engagement and interaction.
Customer Service Subject Matter Expert
IQOR
Davao City
04.2022 - 09.2023
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
CUSTOMER SERVICE REPRESENTATIVE
iQor
Davao City
01.2019 - 06.2022
- 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.
- Responded to customer requests for products, services, and company information.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Responded proactively and positively to rapid change.
SUPERVISOR OIC
American Home Shield
Davao City
10.2019 - 06.2022
- Accomplished multiple tasks within established timeframes.
- Resolved agents conflicts, actively listening to concerns and finding appropriate middle ground.
- Managed and motivated agents to be productive and engaged in work.
Education
BACHELOR OF SECONDARY EDUCATION - BIOLOGICAL SCIENCE
Surigao Norte State University
06.2014 - 05.2019
Skills
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Timeline
Agent 5 Star Coach
IQOR
01.2023 - Current
ESL TEACHER
ENGLISH CENTRAL
11.2022 - Current
Customer Service Subject Matter Expert
IQOR
04.2022 - 09.2023
SUPERVISOR OIC
American Home Shield
10.2019 - 06.2022
CUSTOMER SERVICE REPRESENTATIVE
iQor
01.2019 - 06.2022
BACHELOR OF SECONDARY EDUCATION - BIOLOGICAL SCIENCE
Surigao Norte State University
06.2014 - 05.2019
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