Ma. Sheryl Valdez
Pasay City
Summary
Highly skilled and dedicated customer service professional with extensive experience in various roles within telecommunications and customer support. Proficient in handling a range of customer inquiries, billing issues, technical support, and B2B order management. Adept at problem-solving, multitasking, and providing excellent service. Demonstrates strong communication, technical troubleshooting, and conflict resolution abilities.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Emapta
02.2024 - Current
- Manage MORE and Tangerine Telco accounts
- Handle billing inquiries and process online payments
- Address customer concerns related to mobile and NBN services
Customer Service Representative
Inspiro
08.2021 - 12.2022
- Managed billing queries and processed online payments
- Upsold DISH services to customers
B2B Order Management Customer Support
Alorica
12.2018 - 11.2020
- Managed telephone number transfers and new start orders for Ethernet services
- Handled a high volume of emails and resolved customer concerns
- Reported and tracked incidents in the support system
Technical Support Representative
Alorica
06.2016 - 12.2018
- Ported telephone numbers for customers
- Documented call interactions and resolved inbound and outbound technical inquiries
Education
Bachelor of Science - Office Administration
Metro Business College
Pasay CitySkills
- Problem-solving and conflict resolution
- Active listening and empathy
- Multitasking and time management
- Technical troubleshooting and issue resolution
- Proficient in CRM software and ticketing systems
- Adaptability in handling diverse customer inquiries
- Product knowledge
- Order processing
- Documentation
- Credit adjustments
- Service upselling
- Active listening
Certification
- PROPHETS MANAGEMENT CONSULTANCY SERVICES, 2023, Basic Occupational Safety and Health (BOSH) - SO1
- ALISON, 2019, Diploma in Psychology, Psychology: Research and Methodology (Revised), Organizational Change: Managing and Supporting Employees
Timeline
Customer Service Representative
Emapta
02.2024 - Current
Customer Service Representative
Inspiro
08.2021 - 12.2022
B2B Order Management Customer Support
Alorica
12.2018 - 11.2020
Technical Support Representative
Alorica
06.2016 - 12.2018
Bachelor of Science - Office Administration
Metro Business College
- PROPHETS MANAGEMENT CONSULTANCY SERVICES, 2023, Basic Occupational Safety and Health (BOSH) - SO1
- ALISON, 2019, Diploma in Psychology, Psychology: Research and Methodology (Revised), Organizational Change: Managing and Supporting Employees
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