Mariflo Angeles
Gen. Trias
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
16
16
years of professional experience
Work History
Customer Service Representative (Remote)
Destify
Illinois
04.2021 - Current
- Processed over 50 plus reservation/transportation requests received
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Described solutions to customers to assist in problem resolution.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Responded to customer requests for products, services, and company information
- Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.
Customer Service Representative (Remote)
Vio.com formerly Findhotel
Amsterdam
04.2020 - 12.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Communicated with vendors regarding cancellation and refund requests, and special requests for existing reservations.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Suggested new procedures to persuade canceling customers to stay with the company, resulting in an 86% decrease in cancellations.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Provided primary customer support to internal and external customers.
Customer Service Supervisor (Remote)
Jemjem
Irvine
10.2018 - 12.2022
- Promoted as Supervisor after 11 months working as Customer Service Agent.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Increased efficiency and team productivity by promoting adherence to operational best practices and company policies.
- Interpreted management directives to define and document administrative staff processes.
- Compiled and analyzed customer feedback data to develop new strategies and corrective action.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Assessed and authenticated customer exchanges, voids and returns.
- Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
Reservation Agent (Remote)
Globe Homes and Condos LLC.
Los Angeles
11.2012 - 09.2016
- Promoted as Team Lead after 2 yrs working as Reservations Agent
- Managed online booking inquiries and assisted guests and travel partners with questions throughout the entire booking cycle
- Prepared customer invoices, accept payments, and processed refund and cancellation requests
- Provided high level of customer service to each person by engaging customers and using active listening and effective interpersonal skills
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Provided customers with information about availability and pricing.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
AT&T - Customer Service Representative
Convergys
Quezon City
07.2011 - 06.2012
- Answered average of 50 calls per day by addressing customer inquiries, solving problems, and providing new product information
- Described products to customers and accurately explained details of bill charges.
- Provide technical troubleshooting steps over the phone.
AT&T SBEUC - Customer Service Representative -
Teleperformance
Ortigas
05.2010 - 09.2011
- Consistent Top Agent for entire team
- Managed wide variety of customer service tasks to resolve customer issues quickly and efficiently
- Learned, referenced and applied product knowledge information
- Handle billing and technical issues as well
EBay NA ATO - Customer Service Representative
Sutherland Global Services
Taguig
05.2007 - 05.2010
- Scored top 10% of employees in successful resolution of issues.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems on spot.
- Provided primary customer support to internal and external customers in a fast-paced environment
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
Bachelor of Science - Electronics and Communications Engineering
Technological Institute Of The Philippines
Quiapo, Manila2006
High School Diploma - undefined
Lopez National High School
Lopez, Quezon1998
GED -
International Baptist Academy
Mandaluyong City1994
Skills
- Excellent customer service skills
- Strong client relations
- Team leadership
- Conflict resolution
- Contributed To Company Success
References
Maisa Breve
Front Office Manager at Vio.com (formerly Findhotel)
maisabreve@findhotel.net
+55 19991784934
Jay Kim
CEO at Jemjem
+1 949 398 2620
Neslee Pamintuan
Manager at Majorel
+63 919 999 9175
Timeline
Customer Service Representative (Remote)
Destify
04.2021 - Current
Customer Service Representative (Remote)
Vio.com formerly Findhotel
04.2020 - 12.2022
Customer Service Supervisor (Remote)
Jemjem
10.2018 - 12.2022
Reservation Agent (Remote)
Globe Homes and Condos LLC.
11.2012 - 09.2016
AT&T - Customer Service Representative
Convergys
07.2011 - 06.2012
AT&T SBEUC - Customer Service Representative -
Teleperformance
05.2010 - 09.2011
EBay NA ATO - Customer Service Representative
Sutherland Global Services
05.2007 - 05.2010
Bachelor of Science - Electronics and Communications Engineering
Technological Institute Of The Philippines
High School Diploma - undefined
Lopez National High School
GED -
International Baptist Academy
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