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
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