Ma. Fatima Hernandez
Makati City, Metro Manila,00
Summary
Developed strong communication and problem-solving abilities in fast-paced service environment. Proven track record of managing and resolving customer inquiries efficiently and effectively. Seeking to transition into new field where these skills can be leveraged to enhance team performance and customer satisfaction.
Overview
2
2
years of professional experience
Work History
Customer Service Representative
Telus International
10.2023 - Current
- Handled multiple chats and emails simultaneously, ensuring timely responses without sacrificing quality of service.
- Participated in training programs to enhance product knowledge and customer service skills.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative
Alorica
03.2023 - 10.2023
- Developed and implemented proactive strategies to retain high-value accounts, reducing churn rates and enhancing loyalty.
- Built strong, personalized relationships with retention accounts through tailored email and phone communication.
- De-escalated situations with dissatisfied customers, working to resolve issues and restore trust in the company.
Education
Bachelor of Science - Industrial Engineering
University of The Philippines Los Baños
Los Banos, Province Of Laguna, PhilippinesUpper Secondary Education - STEM
University of Makati
Makati City, Metro Manila, PhilippinesLower Secondary Education - STEM
Pitogo High School
Makati City, Metro Manila, PhilippinesSkills
- Customer Relations
- Engaged Listening Skills
- Strategic Decision Making
- Efficient Data Input
Timeline
Customer Service Representative
Telus International
10.2023 - Current
Customer Service Representative
Alorica
03.2023 - 10.2023
Bachelor of Science - Industrial Engineering
University of The Philippines Los Baños
Upper Secondary Education - STEM
University of Makati
Lower Secondary Education - STEM
Pitogo High School
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