Mary Grace Libo-on
Customer Service Representative
Santa Rosa
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
16
16
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Subject Matter Expert
Teleperformance Philippines
Ayala, Makati City
06.2023 - Current
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Team Coach
FIS Global Solutions
Makati City
01.2013 - 06.2023
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled customer inquiries and suggestions courteously and professionally.
Inbound Customer Service Representative
Sutherland Global Services
Taguig City
06.2010 - 12.2012
- Resolved complaints to satisfy customers and encourage future transactions.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
Inbound Customer Service Representative
EPLDT Ventus
Makati City
06.2008 - 06.2010
- Resolved complaints to satisfy customers and encourage future transactions.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
Education
Bachelor of Science - Business Administration And Management
Pamantasan Ng Cabuyao
Cabuyao City, Laguna 06.2004 - 04.2008
Timeline
Customer Service Subject Matter Expert
Teleperformance Philippines
06.2023 - Current
Team Coach
FIS Global Solutions
01.2013 - 06.2023
Inbound Customer Service Representative
Sutherland Global Services
06.2010 - 12.2012
Inbound Customer Service Representative
EPLDT Ventus
06.2008 - 06.2010
Bachelor of Science - Business Administration And Management
Pamantasan Ng Cabuyao
06.2004 - 04.2008
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