Maria Olivia Olila
Senior Contact Support
Bulacan
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
11
11
years of professional experience
1
1
year of post-secondary education
Work History
Sr Contact Center Associate
Collective Solutions ( Agero Dispatcher)
Quezon City
10.2022 - 09.2023
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Provide real time resolution for stranded customers.
- Call service providers to check ETA's and confirm the locations for pick ups and drop offs.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
Client Service Associate
TDCX (Facebook)
Pasig City
03.2020 - 09.2022
- Communicated with clients regarding account services, statements, and balances.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Responded to customer calls and emails to answer questions about products and services.
Property Manager
Colin (Freelance WAH)
Bulacan
02.2020 - 11.2020
- Coordinated with janitorial and engineering staff on maintenance and upkeep.
- Introduced prospective tenants to types of units available and performed tours of premises.
- Maintained operational facilities attractive to potential tenants by organizing regular maintenance, major repairs, and capital improvement projects.
- Followed up on delinquent tenants and coordinated collection procedures.
- Maintained sufficient number of units market-ready for lease.
Senior Support Specialist
TDCX (Airbnb)
Pasig City
04.2017 - 02.2020
- Inbound, Outbound. Email and Chat support for guest and host. Making sure that both parties were supported fairly.
- Helps host maintain their calendar is up to date.
- Mediate and between the host and the guest if there were conflict during the stay.
- Make that the guest inquiries before and after booking were answered.
Customer Service Specialist
Sutherland Philippines (Homeaway, VRBO And Vacation Rentals)
Quezon City
11.2014 - 05.2017
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Provided primary customer support to internal and external customers.
- Took payment information and other pertinent information such as addresses and phone numbers to place rental bookings.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Customer Service Representative
NCO (Amazon)
Quezon City
11.2012 - 05.2014
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Education
Bachelor of Arts - BS Education
RMTU
San Marcelino Zambales 06.1998 - 10.1999
Skills
Service standard compliance
Timeline
Sr Contact Center Associate
Collective Solutions ( Agero Dispatcher)
10.2022 - 09.2023
Client Service Associate
TDCX (Facebook)
03.2020 - 09.2022
Property Manager
Colin (Freelance WAH)
02.2020 - 11.2020
Senior Support Specialist
TDCX (Airbnb)
04.2017 - 02.2020
Customer Service Specialist
Sutherland Philippines (Homeaway, VRBO And Vacation Rentals)
11.2014 - 05.2017
Customer Service Representative
NCO (Amazon)
11.2012 - 05.2014
Bachelor of Arts - BS Education
RMTU
06.1998 - 10.1999
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