Mecca Therese Garces
Cebu City,Philippines
Summary
Customer Service Representative with proven experience in financial and retail services, e-commerce, and email support. Highly skilled in account management, payment processing, billing inquiries, transaction investigations, disputes, and managing customer inquiries, orders, refunds, investigation, and issue resolution across multiple channels. Demonstrates strong communication, empathy, problem solving, and multitasking abilities, consistently delivering efficient, customer-focused support.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Synchrony Global Services
Cebu City, Philippines
10.2025 - Current
- Handled inbound customer calls and account inquiries with a focus on clear communication and problem resolution
- Assisted customers with billing, payments, and transaction-related concerns, ensuring accurate information and guidance
- Explained account balances, minimum payments, fees, and due dates in a clear and understandable manner
- Managed card replacement, lost or stolen card reports, and activation inquiries while following required procedures
- Processed and supported billing and transaction disputes, gathering necessary details to move issues toward resolution
- Addressed and de-escalated customer concerns by using active listening, empathy, and appropriate solutions
- Investigated and resolved account concerns by reviewing account details, transactions, and prior interactions
- Provided accurate resolutions and initiated appropriate escalations when issues required additional review
- Documented customer interactions and account notes thoroughly and accurately in internal systems
- Followed authentication, compliance, and quality standards on every interaction to protect customers
- Maintained professionalism, empathy, and excellent customer service in all customer communications
Customer Service and Email Support
Wipro Philippines Inc
Cebu City, Philippines
05.2022 - 10.2025
- Handled inbound and outbound calls to address customer inquiries and concerns
- Provided customer service support via phone and email, ensuring clear and professional communication
- Investigated issues escalated by clients and followed through to resolution
- Assisted with various client requests, clarifying needs and providing appropriate solutions
- Provided timely updates on the status of customer issues to manage expectations
- Processed customer requests received through calls and emails, including refund handling
- Utilized cross-skills training to support multiple tasks and functions within the team
Email Support
Eteam Workforce
Cebu City
10.2021 - 05.2022
- Provided customer support through email, addressing customer inquiries and concerns in a professional and timely manner
- Sent email updates to customers on the status and progress of their reported issues to ensure clear communication
- Performed outbound and inbound calls when needed to clarify issues, provide updates, or gather additional information from customers
- Investigated lost items by reviewing reports, gathering relevant details, and coordinating appropriate next steps
- Demonstrated strong attention to detail when reviewing and handling reports escalated by clients to ensure accurate resolution
Shopify Virtual Assistant
Retail Asset Solutions
Cebu City, Philippines
02.2021 - 07.2021
- Provided customer support through email, addressing customer inquiries and concerns in a professional and timely manner
- Sent email updates to customers on the status and progress of their reported issues to ensure clear communication
- Performed outbound and inbound calls when needed to clarify issues, provide updates, or gather additional information from customers
- Investigated lost items by reviewing reports, gathering relevant details, and coordinating appropriate next steps
- Demonstrated strong attention to detail when reviewing and handling reports escalated by clients to ensure accurate resolution
Education
Bachelor in Elementary Education -
Benedicto College
Mandaue City05.2025
Senior High - Humanities and Social Studies
Benedicto College
Mandaue City04.2020
Secondary -
Batasan Hills National Highschool
Quezon City04.2018
Primary -
Baldomero S Euraoba Memorial Elementary School
Negros Oriental04.2013
Skills
- Email management, support
- Customer Service Representative
- Order Management
- Multitasking
- Flexibility
- Time management
- E-commerce management
References
Ruby Casipong,
Wipro Philippines Inc,
Phone Number: 09055026247
Happy Salvoro
Synchrony Global Services
Phone number: 09171700001
Jem Boy Nieva
Wipro Philippines Inc,
Phone number: 09171200570
Timeline
Customer Service Representative
Synchrony Global Services
10.2025 - Current
Customer Service and Email Support
Wipro Philippines Inc
05.2022 - 10.2025
Email Support
Eteam Workforce
10.2021 - 05.2022
Shopify Virtual Assistant
Retail Asset Solutions
02.2021 - 07.2021
Bachelor in Elementary Education -
Benedicto College
Senior High - Humanities and Social Studies
Benedicto College
Secondary -
Batasan Hills National Highschool
Primary -
Baldomero S Euraoba Memorial Elementary School