MARIE CATHERINE V. OZOA
Dauin
Summary
Experienced Customer Service Representative with 10 years in the BPO industry, including 5 years specializing in quality assurance. A proactive team player with a positive attitude, extensive knowledge of healthcare insurance, and strong multitasking abilities. Highly motivated and skilled in customer service, with a proven ability to build lasting relationships and understand customer needs. Possess excellent communication and interpersonal skills, consistently delivering exceptional customer service.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
Work History
Account Manager
AgingCare
06.2023 - Current
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Established long-term customer relationships to enhance client loyalty and satisfaction.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
Shift Manager Intern
Qualfon
4 2023 - 06.2023
- Responsible for overseeing business operations, delegating tasks to team members and resolving problems that occur on their shift
Team Leader
Qualfon
10.2021 - 03.2023
- Managing the day-to-day activities of the team and monitor team performance and report on metrics.
Trainer Intern
Qualfon
08.2021 - 10.2021
- Responsible for training new customer service employees and supporting experienced employees to improve their performance.
Customer Service Representative
Qualfon
10.2020 - 08.2021
- Assisted customers with coverage questions including billing and enrollment concerns and provide appropriate solutions in a timely and quality support.
Customer Service Advocate
TTec
02.2020 - 10.2020
- Handled complaints, provide appropriate solutions and alternatives to ensure resolution.
Quality Specialist (Offshore and Onshore Account)
TTec
06.2015 - 02.2020
- Participated in client listening programs and process improvement meetings to identify customer needs and expectations.
Subject Matter Expert
Teletech
02.2015 - 05.2015
- Reviewed calls to ensure that agents are providing accurate information and following correct processes.
Customer Service Representative
Teletech
12.2010 - 05.2015
- Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives.
Education
Bachelor of Science - Chemistry
Visayas State University - Baybay City, Leyte
Philippines 06.2006 - 05.2010
Skills
Proficient in English both oral and written
Hardworking, reliable and dependable
Good sense in prioritization and time management
Able to manage conflicts and take immediate and necessary steps to quickly resolve the situation
Willing to be trained to gain more skills and knowledge
Exceptional customer service, trained to handle all types of customers through active listening skills and to maintain good professional relations
References
- Girly Alviola, +639669659750
- Dwight Maypa, +639969113995
Training
- Business Analytics
- Six Sigma: White Belt
- Critical Thinking Essentials: Applying Critical Thinking Skills
- Customer Experience
Timeline
Account Manager
AgingCare
06.2023 - Current
Team Leader
Qualfon
10.2021 - 03.2023
Trainer Intern
Qualfon
08.2021 - 10.2021
Customer Service Representative
Qualfon
10.2020 - 08.2021
Customer Service Advocate
TTec
02.2020 - 10.2020
Quality Specialist (Offshore and Onshore Account)
TTec
06.2015 - 02.2020
Subject Matter Expert
Teletech
02.2015 - 05.2015
Customer Service Representative
Teletech
12.2010 - 05.2015
Bachelor of Science - Chemistry
Visayas State University - Baybay City, Leyte
06.2006 - 05.2010
Shift Manager Intern
Qualfon
4 2023 - 06.2023
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