Mary Alva Tindongan
Call Center Agent
Bugallon
Summary
Dynamic and results-driven customer service professional with over three years of experience, specializing in resolving complex customer inquiries and providing comprehensive product knowledge. Proven track record of enhancing customer satisfaction through exceptional service, effective client engagement, and strong relationship building. In-depth understanding of company policies and proficiency in product knowledge enable swift and accurate assistance, consistently exceeding quality and productivity standards. Expertise in managing high-volume interactions and resolving intricate issues underscores a solid foundation in customer service principles, ensuring satisfaction and loyalty through effective communication and team collaboration.
Overview
6
6
years of professional experience
2
2
Languages
Work History
Senior Customer Service Representative
Iqor Philippines
01.2019 - 01.2021
- Handled customer inquiries, complaints, and concerns in a timely and professional manner.
- Developed strong relationships with customers by providing personalized service.
- Utilized problem-solving skills to identify and resolve customer issues.
- Analyzed customer feedback and used the data to improve customer service.
Record Clerk /Assistant HR Officer
MBP- Blessed Trinity General Hospital
08.2019 - 11.2019
- Maintained filing system and organized customer documents for easy retrieval of information.
- Enhanced office organization with regular maintenance of files, records, and supplies inventory.
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
- Supported administrative staff with timely completion of daily tasks, ensuring smooth office operations.
- Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
- Ensured confidentiality of sensitive documents through proper storage methods and restricted access control implementation.
- Maintained a professional atmosphere within the office setting through effective communication skills and polished presentation abilities.
Customer Service Representative
TTEC
04.2019 - 08.2019
- Worked in a team environment to ensure customer inquiries were answered promptly and accurately.
- Handled customer complaints and inquiries in a professional and courteous manner.
Customer Service Representative
Alorica
01.2017 - 01.2019
- Developed and implemented customer service policies, procedures and standards to ensure customer satisfaction.
- Coordinated with other departments to ensure customer service objectives were met.
- Handled customer complaints and inquiries in a professional and courteous manner.
Customer Care Associate /Senior Fraud Analyst
Convergys
10.2016 - 01.2018
- Contributed to continuous improvement team-wide by collecting data on calls and giving managers knowledgeable feedback.
- Maintained good call control to quickly uncover questions and keep call times low.
- Provided exceptional service by consistently meeting or exceeding key performance indicators.
- Resolved service failures, coordinated return appointments and executed referrals to specialists.
- Promoted brand loyalty through genuine empathy for customers'' needs and personalized support experiences tailored to individual preferences.
- Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.
Tier 2 Customer Service Representative
Teletech
01.2015 - 06.2016
- Utilized problem-solving skills to address customer complaints.
- Maintained detailed records of customer interactions for accurate tracking and analysis of trends or recurring issues.
- Contributed to a reduction in overall customer complaints by consistently delivering high-quality support interactions.
- Coordinated with the team to share workload during peak periods, ensuring optimal service delivery and minimal customer wait times.
Education
Associate of Science - Computer System Design and Programming
AMA Learning Center
04.2001 -
Skills
Can function excellently with minimum supervision
References
Junieden C., Dela Cruz, Facility Supervisor BPO Seats, juniedendelacruz@gmail.com, +639217587297
Timeline
Record Clerk /Assistant HR Officer
MBP- Blessed Trinity General Hospital
08.2019 - 11.2019
Customer Service Representative
TTEC
04.2019 - 08.2019
Senior Customer Service Representative
Iqor Philippines
01.2019 - 01.2021
Customer Service Representative
Alorica
01.2017 - 01.2019
Customer Care Associate /Senior Fraud Analyst
Convergys
10.2016 - 01.2018
Tier 2 Customer Service Representative
Teletech
01.2015 - 06.2016
Associate of Science - Computer System Design and Programming
AMA Learning Center
04.2001 -