Ma. Isabel Dilag
Quezon City,Metro Manila
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
9
9
years of professional experience
Work History
Customer Service Professional II
Manulife Business Processing Services
Quezon City
2022.10 - 2024.05
- Responded to customer calls and emails to answer questions about products and services.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Surpassed performance goals by approaching interactions with resourcefulness, organization, and customer-centric solutions.
- Assisted customers by answering questions and responding to inquiries.
- Maintained and managed customer files and databases.
- Enhanced customer satisfaction by addressing and resolving complaints promptly and professionally.
Subject Matter Expert
Teleperformance Ph
2021.11 - 2022.09
- Mentored junior team members, contributing to their professional growth and development.
- Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering culture of continuous learning and improvement.
Technical Support Representative
Teleperformance Ph
2021.02 - 2021.11
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
Technical Support Representative
Concentrix
2020.09 - 2021.01
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
Customer Service Representative
Inspiro Relia Inc.
2019.10 - 2020.01
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Project Team Leader (Freelance)
Excite Touchpoint Solutions Inc.
2017.04 - 2019.05
- Identified potential risks and devised contingency plans, preparing team members to avoid and respond promptly to possible obstacles.
- Traveled to remote locations to interact with remanufacturing facilities and meet with business unit teams and dealers to develop product offerings.
- Led by example, applying thorough understanding of complex projects and business acumen to workplace challenges to motivate team members towards greater productivity.
- Developed and managed comprehensive project plans and associated project documents to keep ongoing development on schedule.
Sales Agent
Excite Touchpoint Solutions Inc.
2015.03 - 2017.04
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Spoke to customers in native language to increase loyalty and establish relationships.
- Increased sales and customer satisfaction through personalized servicing.
- Increased sales revenue by consistently meeting and exceeding sales targets.
Education
Bachelor of Science - Business Administration
City College of Tagaytay
2001.04 -
Skills
Ability to work independently or as part of a team
Highly organized and efficient
Flexible and Dependable
Proven leadership skills and ability to motivate
Customer service excellence
De-Escalation Techniques
Call center experience
Customer Service
Problem-solving abilities
Personal Information
Date of Birth: 08/05/98
Timeline
Customer Service Professional II
Manulife Business Processing Services
2022.10 - 2024.05
Subject Matter Expert
Teleperformance Ph
2021.11 - 2022.09
Technical Support Representative
Teleperformance Ph
2021.02 - 2021.11
Technical Support Representative
Concentrix
2020.09 - 2021.01
Customer Service Representative
Inspiro Relia Inc.
2019.10 - 2020.01
Project Team Leader (Freelance)
Excite Touchpoint Solutions Inc.
2017.04 - 2019.05
Sales Agent
Excite Touchpoint Solutions Inc.
2015.03 - 2017.04
Bachelor of Science - Business Administration
City College of Tagaytay
2001.04 -