Mary Grace M. Samson
Binangonan Rizal,Philippines
Summary
Delivers high-quality customer service across complex contact centre environments, resolving queries with accuracy and professionalism. Handles escalated disputes, trust and safety issues, and account reviews to support sound decisions and protect customers. Uses active listening, technical tools, and strong multitasking to improve service outcomes.
Overview
1
1
Certification
16
16
years of professional experience
Work History
Senior Customer Service Specialist
TDCX
11.2019 - 09.2026
- Managed supervisor calls regarding disputes, risk status, and rejected accounts by analysing escalated emails, chats, and calls to ensure effective resolution of trust and safety issues. Communicated with the SMB/PS representative through live consultations to answer customer questions, solve problems, and troubleshoot. Provided immediate resolutions to users by assisting account specialist agents. Evaluated the risk of fraudsters, scammers, and cashers, guiding SMB/PS agents to route them to the appropriate team.
- Consulted at risk and safety desk, resolving customer inquiries and concerns to enhance overall user experience.
- Evaluated risk based on payment activities and account status, escalating to the designated team for thorough investigation and review.
Senior Operation Specialist
Cash Flow Outsourcing Service
05.2016 - 05.2018
- Underwrote and decided on approval of borrower loan applications, ensuring adherence to lending guidelines.
- Evaluated risk presented by loan applications, identifying key factors to inform underwriting decisions.
- Assisted customers throughout application process, collecting documents and facilitating contract signing.
- Handled inbound and outbound calls to assist customers with their loan inquiries.
- Provided email and text support to keep customers informed about their application status.
- Conducted bank and pension verifications.
- We educate the customers with the process.
Customer Service Representative
Minacs INC. (now Concentrix)
09.2011 - 02.2016
- Provided dedicated customer service to address client needs and queries.
- Cater to pharmacists and patients by answering queries about insurance coverage, ensuring clarity and understanding.
- Guide pharmacists through the claims process, enhancing their ability to serve patients effectively.
- Educate patients on eligibility, indemnity, copay, co-insurance, and deductibles, facilitating informed decision-making.
- Medicare part D and Indemnity trained and addresses concerns related to patients' medical coverage.
Customer Service Representative
Allez BPO
07.2010 - 01.2011
- Provided customer service support by addressing inquiries and resolving issues to enhance customer satisfaction.
- Handled customer concerns regarding accounts, ensuring timely resolution.
- Cancelled accounts and processed refunds upon customer request.
Education
Bachelor of Science - Psychology
University of Rizal System
Morong, RizalSECONDARY -
Cainta Catholic College
Cainta, RizalELEMENTARY -
Darangan Elementary School
Binangonan, RizalSkills
- Risk assessment
- Risk Assessment
- Microsoft Office proficiency
- Leadership skills
- Multitasking
- Active listening skills
- People skills
Certification
- 2023-03 SMB/PO Chat Agents/ Smart Replies refresher /2023-03-15
- 2024-04 Privacy Training 2024 Edition
- 2024-03 Account Context- Risk and Compliance Plan "Traffic Lights"
- 2024-02 Physical Threats, Threats Self Harm by User and Abusive Users
- 2024-02 Call Recording Compliance Training
Disclaimer
I hereby certify that the above information is true and correct to the best of my knowledge.
Nickname
MG
References
- Rosario Gacutan, Senior Customer Service Representative, +601131343140, TDCX Malaysia
- Mary Ann, Herrera, Accounting Manager, +639209234086, Suburbia Automotive Ventures INC.
- Raven Jayd, Casala, Risk Ops- Underwriting Specialist, +601118940144, TDCX Malaysia
Timeline
Senior Customer Service Specialist
TDCX
11.2019 - 09.2026
Senior Operation Specialist
Cash Flow Outsourcing Service
05.2016 - 05.2018
Customer Service Representative
Minacs INC. (now Concentrix)
09.2011 - 02.2016
Customer Service Representative
Allez BPO
07.2010 - 01.2011
Bachelor of Science - Psychology
University of Rizal System
SECONDARY -
Cainta Catholic College
ELEMENTARY -
Darangan Elementary School