MAY DAQUIOAG
CSR / VA
Cauayan,Isabela
Work Preference
Summary
Customer-focused professional with strong skills in communication and relationship building. Expertise in identifying customer needs and delivering effective solutions. Demonstrates exceptional time management and a comprehensive understanding of the customer service industry.
Work History
CSR/Call Center Agent (WFH Set up)
Humana RTE Health Care account, Everise PH
CITY OF CAUAYAN, ISABELA, Philippines
05.2024 - 09.2025
- Resolved customer inquiries through effective communication and problem-solving strategies.
- Managed high-volume call center operations while maintaining quality service standards.
- Collaborated with cross-functional teams to enhance customer experience initiatives.
- Trained new representatives on company policies, systems, and best practices.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
Virtual Assistant in Ticketing
Chets Travel and Tours
Cordon, Isabela, Philippines
10.2020 - 04.2024
- Managed scheduling and coordination of travel itineraries for clients.
- Processed customer inquiries efficiently via email and phone communication.
- Developed and maintained comprehensive databases to track client preferences.
- Assisted in organizing promotional events to enhance service visibility.
CSR/Call Center Agent
Sotherland PH
Tarlac City, Philippines
08.2019 - 09.2020
- Resolved customer inquiries and issues through various communication channels, ensuring satisfaction.
- Collaborated with team members to streamline service processes, enhancing overall efficiency.
- Managed order processing and tracking, ensuring timely delivery of products to customers.
- Provided detailed product information and assistance, promoting informed purchasing decisions.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
CSR / Ocean Bay Corp
Pasong Pasir Ave1
Singapore , Singapore
02.2017 - 07.2019
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted in training new team members on customer service protocols and best practices.
- Improved customer satisfaction by implementing feedback-driven service enhancements.
- Streamlined order processing procedures, reducing response time for customer requests.
Telephone Switchboard Operator
Online Exhibitions Stand LLC.
Dubai, UAE
02.2007 - 11.2013
- Operated multi-line switchboard to manage incoming and outgoing calls efficiently.
- Provided exceptional customer service by addressing inquiries and directing calls to appropriate departments.
- Maintained accurate call logs and records for improved communication tracking.
- Collaborated with team members to streamline call handling processes, enhancing overall productivity.
Guest Relation Assistant
Madinat Jumeirah International Hotel
Dubai, UAE
08.2005 - 01.2007
- Facilitated guest inquiries and resolved issues promptly to enhance overall satisfaction.
- Coordinated with various departments to ensure seamless service delivery during high occupancy periods.
- Developed and maintained guest feedback systems to identify areas for service improvement.
- Trained new team members on hospitality standards and operational procedures, fostering a collaborative environment.
- Implemented strategies to personalize guest experiences, resulting in increased loyalty and repeat visits.
- Enhanced guest satisfaction by promptly addressing inquiries and providing personalized assistance.
- Managed complaints professionally, taking appropriate action to rectify situations and avoid further dissatisfaction.
- Created welcoming and comfortable environment for guests.
- Handled customer complaints to satisfy and retain guests.
- Greeted guests upon arrival by providing warm welcome.
- Assisted guests with variety of services and local attraction information.
Telemarketer
HSBC Tower Ayala Makati City
Makati City, Philippines
02.2004 - 07.2005
- Maintained accurate records of interactions using CRM software.
- Engaged customers to assess needs and provide tailored solutions.
- Conducted outbound calls to promote financial products and services.
- Collaborated with team members to improve call scripts and strategies.
- Managed a high volume of calls daily while maintaining professionalism and efficiency.
- Answered calls, took messages, and transferred calls to correct individuals.
- Completed daily cold calling and outreach to build sales pipeline.
- Utilized effective time management strategies to prioritize tasks for optimal productivity.
- Qualified leads and set up customer appointments for outside sales team.
- Maintained accurate records of customer interactions, ensuring timely follow-up on leads and potential sales opportunities.
Education
Bachelor of Science Secondary Education -
Saint Ferdinand University
Ilagan City Isabela 06.1993 - 10.1994
High School -
Isabela National High School
Ilagan City Isabela 06.1989 - 03.1993
Elementary -
Dona Isidra Elementary School
Paniqui, Tarlac 06.1983 - 03.1989
Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Skills
Customer service
Customer engagement
Organizational capacity
Results-oriented
Critical thinking
Organizational capacity
Organizational capacity
CallSelect communication systems
Answering questions
Telemarketing expertise
Documentation and reporting
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Upper intermediate (B2)
Timeline
CSR/Call Center Agent (WFH Set up)
Humana RTE Health Care account, Everise PH
05.2024 - 09.2025
Virtual Assistant in Ticketing
Chets Travel and Tours
10.2020 - 04.2024
CSR/Call Center Agent
Sotherland PH
08.2019 - 09.2020
CSR / Ocean Bay Corp
Pasong Pasir Ave1
02.2017 - 07.2019
Telephone Switchboard Operator
Online Exhibitions Stand LLC.
02.2007 - 11.2013
Guest Relation Assistant
Madinat Jumeirah International Hotel
08.2005 - 01.2007
Telemarketer
HSBC Tower Ayala Makati City
02.2004 - 07.2005
Bachelor of Science Secondary Education -
Saint Ferdinand University
06.1993 - 10.1994
High School -
Isabela National High School
06.1989 - 03.1993
Elementary -
Dona Isidra Elementary School
06.1983 - 03.1989