Summary
Overview
Work History
Education
Education
Trainings Seminars
Certification
Height
Weight
Personal Information
References
Timeline
Generic
Maricel Gatchalian

Maricel Gatchalian

Alforja
Pasig City

Summary

Results-drive as a customer service associate promoting warm, inviting service for increased customer satisfaction and business retention. Thrives in fast-paced environments, ready to improve internal processes for easier cross-functional support. Team player happy to offer new employees advice on best practices for managing demanding workloads without sacrificing service quality.

Overview

12
12
years of professional experience
2
2
Certifications

Work History

Customer Service Associate

Sutherland Global Services
7 2023
  • Contributed to the enhancement of sales strategies by upselling relevant products or services during customer interactions.
  • Conducted follow-up calls to ensure complete satisfaction after issue resolution or product purchase completion.
  • Maintained a high level of product knowledge, providing accurate information to customers.
  • Cultivated lasting client relationships through consistent reliability and dedication towards achieving mutually beneficial results.

Customer Service Representative

Concentrix
11.2017
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
  • Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Customer Service Officer (Voice/Chat Support SEASONAL ACCOUNT)

IntounchCx
03.2023 - 06.2023
  • Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
  • Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
  • Streamlined communication between customers and internal departments for timely issue resolution.
  • Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.

Customer Service Officer (Chat/Email Support)

TDCX
11.2022 - 02.2023
  • Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
  • Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
  • Streamlined communication between customers and internal departments for timely issue resolution.
  • Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.

Technical Support Representative (PART-TIME)

Harte Hanks
04.2021 - 03.2022
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
  • Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.

Customer Service Representative

TaskUs
02.2021 - 03.2021
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.

Customer Service Representative

Teleperformance
01.2019 - 02.2021
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Enhanced customer satisfaction by resolving complex issues promptly and professionally.

Customer Service Officer

ANZ
04.2017 - 06.2017
  • Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
  • Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
  • Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
  • Reduced response time by managing high call volumes while maintaining a professional demeanor under pressure.

Customer Service Representative

Teleperformance
- 03.2017
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Enhanced customer satisfaction by resolving complex issues promptly and professionally.

MEMBER SERVICES EXECUTIVE

PCCW Teleservice
06.2016 - 08.2016
  • Streamlined financial reporting processes for more accurate forecasting and informed decisionmaking.
  • Led change management initiatives to drive cultural shifts towards continuous improvement mindsets.
  • Optimized operational efficiency by redesigning processes, systems, and workspaces for increased productivity.
  • Mentored junior staff members for accelerated career growth, developing future leaders within the organization.

Customer Service Representative

The Results Companies
01.2014 - 05.2016
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Enhanced customer satisfaction by resolving complex issues promptly and professionally.
  • Maintained a thorough knowledge of products and services to provide accurate information to customers.

Freelance Agent

MKG Creative Arts Advertising (Advertising & Marketing)
08.2011 - 01.2014
  • Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
  • Conducted comprehensive market research to identify emerging trends and inform decision-making processes within the agency.
  • Consistently met compliance requirements for the agency by promptly completing mandatory continuing education courses and staying current on industry regulations.
  • Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.

Education

Bachelor of Science - Pshychology

Centro Escolar University
Manila, Metro Manila, Philippines
04.2001 -

Education

College Level (Undergraduate), Others, BS psychology, Centro Escolar University, Manila, 06/1995 - 06/1997, Vocational Diploma / Short Course Certificate, Others, Nursing aid, Career Development Institute, Novaliches, 10/2006 - 10/2007

Trainings Seminars

  • 06/23/08 - 06/27/08, Finished the Course for Call Center Agent at WESOURCE Solutions, Mr. Gary Grey, 4/f Fortune Bldg. #144 Pasig Blvd. BagongIlog, Pasig City
  • 01/2006 - 04/2007, Internships: Nursing Assistant, Hospicio de San Jose, Ayala Bridge Manila; Quezon City General Hospital, Muñoz Quezon City; New Hope Sped Learning Center, Kamias Quezon City; Brgy. 175 Camarin Health Center, LibisCamarin Caloocan City

Certification

Finishing Course for Call Center Agent, CC-21945, 07/01/08

Height

63 cm

Weight

70 kg

Personal Information

  • Age: 45
  • Date of Birth: 01/19/78
  • Gender: Female
  • Nationality: Filipino
  • Marital Status: Married
  • Religion: Christian

References

  • Erwin B. Joseph, IT Manager, Rebisco Corporation, +639479981018
  • Mary Grace Casin, Manager, Mgrace Graphics, +639454131740
  • Sarrah Beth Dominguez, Trainer, ANZ, +639175491913
  • Gercel Magtibay, Supervisor, The Results Companies, +6391255427338

Timeline

Customer Service Officer (Voice/Chat Support SEASONAL ACCOUNT)

IntounchCx
03.2023 - 06.2023

Customer Service Officer (Chat/Email Support)

TDCX
11.2022 - 02.2023

Technical Support Representative (PART-TIME)

Harte Hanks
04.2021 - 03.2022

Customer Service Representative

TaskUs
02.2021 - 03.2021

Customer Service Representative

Teleperformance
01.2019 - 02.2021

Customer Service Representative

Concentrix
11.2017

Customer Service Officer

ANZ
04.2017 - 06.2017

MEMBER SERVICES EXECUTIVE

PCCW Teleservice
06.2016 - 08.2016

Customer Service Representative

The Results Companies
01.2014 - 05.2016

Freelance Agent

MKG Creative Arts Advertising (Advertising & Marketing)
08.2011 - 01.2014

Bachelor of Science - Pshychology

Centro Escolar University
04.2001 -

Customer Service Associate

Sutherland Global Services
7 2023

Customer Service Representative

Teleperformance
- 03.2017
Maricel GatchalianAlforja