MARY BERNADETTE M. MATERA
Bacoor City
Summary
Dynamic Customer Service Specialist with a strong background in effective communication and problem-solving within chat-based environments. Proven track record of managing high volumes of inquiries while ensuring swift resolutions and elevated customer satisfaction levels. Expertise in multitasking and technical troubleshooting supports team objectives and upholds exceptional service quality. Committed to fostering positive customer experiences through attentive service and proactive solutions.
Overview
2022
2022
years of professional experience
Work History
Chat Support Representative
TSA Telco Group
2022 - 2023
- Provided real-time assistance to customers, addressing inquiries and resolving issues effectively.
- Utilized CRM tools to document interactions and track customer feedback for service improvement.
- Collaborated with team members to ensure consistent communication and service delivery across channels.
- Implemented best practices for chat response times, enhancing overall customer satisfaction rates.
Customer Service Representative
Alorica Philippines
01.2021 - 01.2022
- Resolved customer inquiries and issues via phone, email, and chat to enhance satisfaction.
- Collaborated with team members to improve response times and service quality for customers.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Chat Support Representative
247.ai Philippines
01.2020 - 01.2021
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Achieved high levels of customer satisfaction by consistently meeting or exceeding response time targets.
- Boosted customer retention, maintaining a professional and empathetic tone throughout all interactions.
- Exceeded established KPIs related to response time, resolution rate, and overall quality scores in chat support metrics.
- Promoted upselling opportunities where appropriate while remaining focused on delivering exceptional service within each interaction.
Human Resource Development Service (Internship)
Department of Labor and Employment
01.2020 - 01.2020
Internship (Clinical Setting)
EMMANUEL MEDICAL AND DIAGNOSTIC CENTER
01.2019 - 01.2019
Online Casino Shuffler
G.W. INTERNATIONAL MANAGEMENT INC.
01.2014 - 01.2016
Education
Bachelor of Science - Psychology
Lyceum of The Philippines University-Manila
01-2020
Secondary School -
Bacoor National High School Molino
01-2012
Secondary School -
St. Thomas More Academy
01-2010
Skills
- Fast Learner
- Observational Skills
- Can work under pressure
- Listening and Reading Comprehension Skills
- Computer Literate (Internet Surfing, Software Applications, Multi-tasking)
- Quick typing
- Empathy display
- Performance tracking
- Social media monitoring
- Teamwork and collaboration
- Customer service
- Attention to detail
- Multitasking Abilities
- Adaptability and flexibility
- Problem resolution
- Professionalism
Timeline
Customer Service Representative
Alorica Philippines
01.2021 - 01.2022
Chat Support Representative
247.ai Philippines
01.2020 - 01.2021
Human Resource Development Service (Internship)
Department of Labor and Employment
01.2020 - 01.2020
Internship (Clinical Setting)
EMMANUEL MEDICAL AND DIAGNOSTIC CENTER
01.2019 - 01.2019
Online Casino Shuffler
G.W. INTERNATIONAL MANAGEMENT INC.
01.2014 - 01.2016
Chat Support Representative
TSA Telco Group
2022 - 2023
Bachelor of Science - Psychology
Lyceum of The Philippines University-Manila
Secondary School -
Bacoor National High School Molino
Secondary School -
St. Thomas More Academy