Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Work Availability
Timeline
AssistantManager
Mary Ann Sonio

Mary Ann Sonio

Talisay City, Province Of Negros Occidental

Summary

Dynamic customer service professional with extensive call center experience at Ubiquity Global Services. Proven track record in complaint handling and relationship building, enhancing customer satisfaction through active listening and effective problem resolution. Skilled in CRM software, I consistently improved operational efficiency and fostered long-term client loyalty.

Positive and empathetic with excellent communication and problem-solving skills, consistently producing customer satisfaction and loyalty. Understanding of customer service principles and proficiency with CRM software ensures efficient and effective support. Dedicated to resolving issues swiftly and enhancing overall customer experience.

Overview

2
2
years of professional experience

Work History

CSR

Ubiquity Global Services Philippines
01.2023 - 05.2024
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
  • Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
  • Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
  • Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
  • Collaborated with management to develop strategies for enhancing overall customer experience.
  • Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Delivered prompt service to prioritize customer needs.
  • Educated customers about billing, payment processing and support policies and procedures.

CSR

Panasiatic Solutions Building 2
08.2022 - 01.2023
  • Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
  • Streamlined communication between departments, ensuring timely resolution of customer concerns.
  • Improved customer retention rates with exceptional product knowledge and personalized service recommendations.
  • Responded proactively and positively to rapid change.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Investigated and resolved accounting, service and delivery concerns.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
  • Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
  • Delivered prompt service to prioritize customer needs.

Education

Senior High School Graduate - ICT

Notre Dame of Talisay
Talisay, Province Of Negros Occidental, Philippines
06-2022

Dr. Antonio A. Lizares Memorial High School
Talisay, Province Of Negros Occidental, Philippines
06-2019

Elementary School -

San Antonio Elementary School
Talisay, Province Of Negros Occidental, Philippines
06-2016

Skills

  • Call center experience
  • Customer focus
  • Complaint handling
  • CRM software
  • Customer service
  • Active listening
  • Critical thinking
  • Relationship building
  • Computer proficiency
  • Customer relations
  • Payment processing
  • Call management
  • Problem resolution
  • Dispute resolution
  • Product knowledge
  • Product sales
  • Account updating
  • Live chat support
  • Escalation management
  • Technical support
  • Account management
  • Credit adjustments
  • Document control

Certification

  • DRT, CS email- cross skilling and dispute, Ubiquity Global Services - 2023

Accomplishments

  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

CSR

Ubiquity Global Services Philippines
01.2023 - 05.2024

CSR

Panasiatic Solutions Building 2
08.2022 - 01.2023

Senior High School Graduate - ICT

Notre Dame of Talisay

Dr. Antonio A. Lizares Memorial High School

Elementary School -

San Antonio Elementary School

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Mary Ann Sonio