Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Mary Ann Gallardo

Teresa Rizal,Rizal

Summary

Dynamic customer service representative with proven skills in problem resolution, active listening, and relationship building. Committed to enhancing customer satisfaction and managing high-stress situations effectively.

Overview

8
8
years of professional experience

Work History

Customer Service Representative

Alorica
Makati City, Metro Manila, Philippines (Remote)
09.2021 - Current
  • Resolved customer inquiries through multiple channels, ensuring timely and accurate responses.
  • Assisted in training new representatives on company policies and customer service protocols.
  • Utilized CRM software to track customer interactions and enhance service delivery.
  • Collaborated with team members to improve workflow efficiency and reduce response time.
  • Conducted follow-up calls to ensure customer satisfaction and address unresolved issues.
  • Implemented feedback mechanisms to gather insights for improving service processes.
  • 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.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.

Laundry Attendant

San Megs Laundry
Antipolo City, Province Of Rizal, Philippines
08.2018 - 07.2021
  • Operated laundry machinery to ensure efficient processing of garments
  • Maintained cleanliness and organization of laundry area to enhance workflow
  • Assisted customers with inquiries and service requests, providing exceptional support
  • Monitored inventory levels of detergents and supplies, ensuring timely restocking
  • Implemented best practices for stain removal techniques, improving garment care quality
  • Trained new staff in equipment operation and safety procedures to uphold standards

Education

Dr Arcadio Santos National High School
Paranaque City, Province Of Rizal, Philippines
03-2009

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Problem resolution
  • Customer relations
  • Relationship building
  • Call center experience
  • Computer proficiency
  • Conflict resolution
  • Microsoft Excel
  • Complaint handling
  • Complaint resolution
  • Payment processing
  • Client relations
  • Customer satisfaction measurement
  • Professional telephone demeanor
  • Microsoft outlook
  • Product knowledge
  • Order processing
  • Team development

Timeline

Customer Service Representative

Alorica
09.2021 - Current

Laundry Attendant

San Megs Laundry
08.2018 - 07.2021

Dr Arcadio Santos National High School
Mary Ann Gallardo