Maria Cathrina Tejares
Cabuyao
Summary
Proven customer service specialist with expertise in dispute resolution and escalation handling. Committed to enhancing customer satisfaction through effective communication and problem-solving.
Dynamic customer service representative with strong abilities in critical thinking, multitasking, and process improvement. Successfully resolved complex customer inquiries while collaborating with teams to enhance service delivery and achieve high satisfaction rates.
Overview
11
11
years of professional experience
Work History
Customer Service Representative Specialist
Iqor
Santa Rosa, Province Of Laguna, Philippines
03.2023 - 05.2026
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Provided product information and troubleshooting assistance to enhance customer satisfaction.
- Collaborated with team members to streamline processes and improve service delivery efficiency.
- Documented customer interactions accurately in CRM systems to ensure consistent follow-up.
- Handled escalated calls professionally by remaining calm under pressure while working towards mutually agreeable resolutions for all parties involved.
- Achieved high levels of customer satisfaction with precise management of inquiries, complaints, and feedback.
Subject Matter Expert
Teleperformance
Taguig, Metro Manila, Philippines
02.2015 - 02.2022
- Led cross-functional teams to enhance customer support processes and improve service delivery.
- Facilitated knowledge-sharing sessions to promote best practices among staff members.
- Collaborated with product development teams to integrate customer feedback into service offerings.
- Spearheaded initiatives that increased customer satisfaction through enhanced support strategies.
- Mentored junior team members, fostering professional growth and skill development within the department.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Served as a liaison between technical experts and business stakeholders to ensure alignment on project objectives and deliverables.
Education
Business Accountancy
Holy Angel University
Angeles City, Province Of Pampanga, Philippines03-2005
Skills
- Complaint handling
- Microsoft office
- Call center experience
- Escalation handling
- Dispute resolution
- Customer service
- Critical thinking
- Multitasking and organization
Timeline
Customer Service Representative Specialist
Iqor
03.2023 - 05.2026
Subject Matter Expert
Teleperformance
02.2015 - 02.2022
Business Accountancy
Holy Angel University