MARY ROANN VERSALES
Senior Representative- Escalations Analyst
Kinsang-an Pardo Cebu City
Summary
Customer service professional handling complex inquiries, complaint resolution, and follow-up across voice and chat support. Supports a Senior Customer Service Representative direction by taking ownership of difficult cases, clarifying policy details, and keeping customers informed through resolution. Brings steady communication and accurate documentation to high-volume service queues.
Overview
3
3
Languages
4
4
years of professional experience
Work History
Technical Support Representative
Intouch CX
10.2020 - 01.2023
- Handled customer questions through chat and phone with a calm, professional approach.
- Documented issue details accurately to support timely follow-up and resolution.
- Responded to customer concerns with clear explanations and appropriate next steps.
- Escalated unresolved cases with accurate notes to support faster team review.
Customer Service Representative
TeleperformancePhils
08.2019 - 09.2022
- Resolved 30+ customer chats per shift while documenting issues accurately and keeping responses timely.
- Managed inbound calls and chat support, clarifying customer needs and routing issues to the right resolution path.
- Reviewed account details and updated records to support accurate customer account support and documentation.
- De-escalated complaints with calm, professional communication and practical service recovery steps.
- Escalated complex cases promptly, coordinating follow-up until issues reached closure.
- Maintained clear case notes and issue tracking to support consistent handoffs across shifts.
Customer Service Representative / Chat Support
Concentrix Philippines
05.2019 - 07.2019
- Handled customer account support across chat and call channels with consistent attention to service quality.
- Applied conflict resolution skills to address customer concerns calmly and maintain positive service interactions.
- Documented customer interactions accurately to support follow-up and reduce repeat clarification requests.
- Escalated unresolved issues to appropriate teams while preserving context and customer history.
Education
Bachelor of Science - Computer Engineering
AMA Computer College
Mabolo Cebu City01-2000
High School Diploma - undefined
Cebu Institute of Technology-University
N Bacalso Ave Cebu City03-1998
Skills
- Customer service
- Chat support
- Call handling
- Issue tracking
- Customer account support
- Conflict resolution
- Complaint handling
- Escalation management
- Service recovery
- Documentation accuracy
Personal Information
- Date of Birth: January 13, 1981
- Gender: Female
- Nationality: Filipino
- Marital Status: Married
Timeline
Technical Support Representative
Intouch CX
10.2020 - 01.2023
Customer Service Representative
TeleperformancePhils
08.2019 - 09.2022
Customer Service Representative / Chat Support
Concentrix Philippines
05.2019 - 07.2019
High School Diploma - undefined
Cebu Institute of Technology-University
Bachelor of Science - Computer Engineering
AMA Computer College