MARY ANN VILLASIS
Pasig City
Summary
Dynamic professional with a proven track record at WNS Global Services, enhancing customer satisfaction and streamlining support processes. Skilled in troubleshooting network issues and fostering team collaboration, I excel in delivering exceptional customer service and empathetic communication. Achieved significant improvements in client retention and support efficiency through innovative problem-solving and organizational skills.
Knowledgeable with strong background in customer support and problem resolution. Proven track record of increasing customer satisfaction by efficiently addressing inquiries and resolving issues. Demonstrated ability to communicate effectively and manage high-volume workloads.
Diligent skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction.
Overview
17
17
years of professional experience
Work History
Customer Support Associate
WNS Global Services
07.2023 - 09.2024
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Collaborated effectively with cross-functional teams to address complex customer issues and achieve
- Enhanced customer satisfaction by addressing insurance-related inquiries and resolving issues promptly.
- Followed up on denials, late payments, extensions and other special circumstances.
- Provided exceptional service to clients by guiding them through the claims process stepbystep.
- Responded to customer calls swiftly to resolve issues and answer questions.
Customer Support Tier 1 Analyst
Concentrix
06.2022 - 06.2023
- Presented monthly reports on key customer support metrics, identifying trends and opportunities for improvement where necessary.
- Implemented proactive measures to prevent potential issues from arising by educating customers about best practices related to product usage.
- Contributed to the development of internal training materials, optimizing onboarding process for new hires.
- Utilized strong communication skills to establish rapport with customers and provide empathetic assistance in finding solutions.
Sales Specialist
VXI Global Solutions LLC
11.2020 - 03.2022
- Built rapport with customers and assessed needs to make product recommendations and upsell.
- Educated customers about product features and benefits to aid in selecting best options for each individuals' needs.
- Built strong client relationships through consistent communication and effective problemsolving.
- Provided first-rate service to all customers and potential customers.
Customer Support Associate
Teletech
03.2016 - 09.2020
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Collaborated effectively with cross-functional teams to address complex customer issues and achieve positive outcomes.
- Responded to customer requests for products, services, and company information.
- Issued credits for contested returns, shipping fees and damaged merchandise.
Customer Support Associate
Ingram Micro
01.2013 - 01.2016
- Improved internal documentation accuracy by regularly updating the CRM system with relevant information pertaining to client interactions and account status changes.
- Increased client retention rates by building strong relationships and providing personalized support for their business needs.
- Served as a trusted advisor to clients by keeping them informed of new product releases, promotional offerings, industry trends, and relevant company news.
Customer Support Associate
CONVERGYS
03.2008 - 12.2012
- Prepared purchase requisitions to obtain networking and telecommunications equipment, computer hardware and software and test equipment.
- Managed vendor relations effectively, negotiating favorable contract terms and strengthening partnerships for future collaborations.
- Interfaced with local area network and wide area network telecommunications operations on secure compatibility and connectivity matters.
- Ensured seamless communication across departments by establishing reliable telecommunication systems and protocols.
- Utilized CAD to evaluate and prepare network diagrams, site configurations, floor plans and new systems.
Education
Bachelor of Science - COMPUTER SCIENCE
JOSE RIZAL UNIVERSITY
Mandaluyong City, Metro Manila, Philippines03-2004
Skills
- Desktop support
- Laptop servicing
- Online chat support
- Teamwork
- Microsoft windows and office
- Multitasking Abilities
- Team collaboration
- Organizational skills
- Help desk support
- Troubleshooting network issues
- Customer service expert
- Goal setting
- Customer communication and empathy
- Support services
Timeline
Customer Support Associate
WNS Global Services
07.2023 - 09.2024
Customer Support Tier 1 Analyst
Concentrix
06.2022 - 06.2023
Sales Specialist
VXI Global Solutions LLC
11.2020 - 03.2022
Customer Support Associate
Teletech
03.2016 - 09.2020
Customer Support Associate
Ingram Micro
01.2013 - 01.2016
Customer Support Associate
CONVERGYS
03.2008 - 12.2012
Bachelor of Science - COMPUTER SCIENCE
JOSE RIZAL UNIVERSITY
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