Mary Clare Ceniza
Customer Service Representative
Liloan
Summary
Results-driven professional with a proven track record of exceeding performance targets and delivering exceptional customer experiences. Skilled in building lasting relationships and driving satisfaction. Seeking an international opportunity to apply expertise in customer service and technical support.
Overview
2
2
years of professional experience
2023
2023
years of post-secondary education
Work History
Customer Service Advocate
Citizens Disability | OP360
02.2024 - 11.2024
- Delivered exceptional service, assisting clients with disability benefits and exceeding expectations
- Provided empathetic, efficient support in sensitive interactions
- Surpassed retention and satisfaction metrics with a proactive approach
- Contributed to team success by exceeding department goals
- Recognized for outstanding service, enhancing customer satisfaction and trust
Technical Support Specialist
Verizon | TTEC
05.2023 - 11.2023
- Resolved technical issues efficiently, exceeding KPIs
- Provided proactive solutions, surpassing performance targets
- Delivered expert guidance on Verizon products, ensuring customer satisfaction
- Collaborated with teams to resolve complex issues and enhance service quality
Customer Service Representative
Qualfon | Tracfone Wireless
07.2022 - 02.2023
- Exceeded customer expectations by providing tailored solutions and resolving inquiries
- Surpassed key metrics, including call resolution and satisfaction
- Managed high call volumes while maintaining service quality
- Collaborated with teams to streamline processes and enhance customer experience
Education
Senior High School Graduate - General Academic Strand
Don Sergio Osmeña Sr. Memorial National High School
L. P. Balaga Drive, Labangon, Cebu City, PH07-2022
Skills
- Strong Communication – Good at expressing ideas clearly in both speaking and writing
- Problem Solving – Skilled at analyzing situations and coming up with practical solutions
- Multitasking – Efficient at juggling multiple tasks while maintaining focus on quality
- Attention to Detail – Always focused on accuracy and delivering high-quality results
- Exceeding Expectations – Committed to delivering more than what’s required and consistently meeting goals
- Customer Service Excellence – Proven ability to address customer needs, ensuring satisfaction and loyalty
- Technical Troubleshooting – Hands-on experience resolving complex issues related to internet, phone, and wireless services
- Conflict Management – Skilled in handling challenging customer situations with professionalism, turning potential complaints into positive outcomes
- Team Collaboration – Effective at working with colleagues and departments to solve problems and enhance customer experiences
- Sales Support – Ability to support sales goals through product recommendations and customer education
- CRM & Database Management – Proficient in using CRM tools (eg, Salesforce, Zoho, Microsoft) to manage customer interactions and maintain accurate records
- Quality Assurance – Ensuring high standards of service delivery, whether in customer interactions or internal processes
- Data Entry and Documentation – Ensuring accuracy in data entry and maintaining organized customer records
Timeline
Customer Service Advocate
Citizens Disability | OP360
02.2024 - 11.2024
Technical Support Specialist
Verizon | TTEC
05.2023 - 11.2023
Customer Service Representative
Qualfon | Tracfone Wireless
07.2022 - 02.2023
Senior High School Graduate - General Academic Strand
Don Sergio Osmeña Sr. Memorial National High School
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