Ma. Theresa Samala
Tondo
Summary
Dynamic and results-driven Customer Support Specialist with over a decade of experience in high-volume, fast-paced environments. Demonstrates exceptional written and verbal communication skills, meticulous attention to detail, and a proactive approach to problem-solving. Adept at managing complex customer interactions, resolving technical and service-related issues, and fostering client satisfaction. A collaborative team player who embraces constructive feedback and continuously seeks opportunities for professional growth and operational excellence.
Overview
14
14
years of professional experience
Work History
Product Support Specialist
RealPage
02.2017 - Current
- Spearhead front-line engagement for U.S.-based property marketing initiatives and contact center operations.
- Champion the promotion of residential communities by articulating distinctive features and amenities aligned with client preferences.
- Orchestrate property searches, appointment scheduling, and secure access coordination through advanced digital platforms.
- Deliver responsive, high-quality email and phone support, adeptly addressing inquiries and resolving technical issues related to environmental concerns, ledger discrepancies, document management, and comprehensive lease lifecycle processes (move-in, move-out, transfers, renewals).
- Leverage Salesforce as the primary communication and transaction management tool for B2B clients, optimizing operational efficiency and enhancing daily workflows.
Customer Support Executive
Thomson Reuters Corp Pte Ltd
07.2016 - 12.2016
- Delivered expert-level advisory support on diverse financial instruments, including equities, bonds, indices, and macroeconomic datasets, within a B2B client environment.
- Provided precise and timely intelligence to empower client decision-making, strengthen investment analysis, and enhance economic forecasting capabilities.
- Safeguarded data integrity and optimized client satisfaction through rigorous research methodologies, comparative analytics, and proactive issue resolution.
Customer Service Representative / OJT Coach
UnitedHealth Group Global Services, Inc.
08.2014 - 07.2016
- Mentored and coached new hires during onboarding and nesting phases, tracking performance metrics and progress.
- Conducted weekly performance reviews with training supervisors and managers, recommending trainees for production readiness.
- Developed individualized coaching plans and facilitated knowledge-sharing sessions to reinforce product understanding and service excellence.
Customer Service Representative
24/7 Customer Philippines Inc.
04.2013 - 01.2014
- Delivered voice and chat support for postpaid and prepaid mobile services, including billing, plan details, and handset unlocking.
- Specialized in financial negotiations, offering tailored payment arrangements and empathetic solutions to enhance customer retention and satisfaction.
- Advocated for customer welfare while balancing company objectives, consistently achieving high Net Promoter Scores.
Global Agent
VXI Global Holdings B.V.
03.2012 - 07.2012
- Managed international money transfer services for Western Union via phone support.
- Educated customers on loyalty programs and ensured compliance with financial regulations.
- Maintained 24/7 availability to support global clientele with secure and efficient transactions.
Education
Bachelor of Arts - Asian Studies
University of Santo Tomas
01.1997
Skills
- Customer Experience Management
- Technical and Administrative Support
- Performance Coaching and Development
- Data Reporting and Analysis
- Microsoft Office Suite (Word, Excel, PowerPoint)
- Conflict Resolution and Negotiation
References
- Mary Anne, Aguilar, Team Lead Apprentice, +63 917 853 0227, RealPage
- Flordelisa, Largueza, Team Lead 1, +63 917 324 4104, RealPage
- Kirk Byron, Cortez, Team Lead, +63 915 906 2685, RealPage
- Marlowe, Manuel, Team Manager, +63 917 580 1814, Thomson Reuters
- Ruby, Noche, ASE, +63 915 979 3071, Thomson Reuters
- Kelly, Bautista, Operations Manager, +63 908 814 0328, UnitedHealth Group
Timeline
Product Support Specialist
RealPage
02.2017 - Current
Customer Support Executive
Thomson Reuters Corp Pte Ltd
07.2016 - 12.2016
Customer Service Representative / OJT Coach
UnitedHealth Group Global Services, Inc.
08.2014 - 07.2016
Customer Service Representative
24/7 Customer Philippines Inc.
04.2013 - 01.2014
Global Agent
VXI Global Holdings B.V.
03.2012 - 07.2012
Bachelor of Arts - Asian Studies
University of Santo Tomas