Summary
Overview
Work History
Education
Skills
Timeline
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Melky Sherlaine Dionela

Melky Sherlaine Dionela

Mabalacat, Province of Pampanga

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

9
9
years of professional experience

Work History

Customer Service Representative

Concentrix
06.2025 - Current
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer requests for products, services, and company information.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • 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.

House Cleaner

Self-employeed
04.2022 - 12.2024
  • Adhered to professional house cleaning checklist.
  • Organized tasks efficiently, prioritizing workload according to client preferences and property requirements.
  • Delivered customized cleaning solutions based on every specific property layouts and homeowner preferences, resulting in tailored experiences that met unique needs for different clients.

Au Pair

NA
11.2018 - 03.2022
  • Acted as a responsible role model by demonstrating respect, kindness, and healthy habits to the host family''s children.
  • Maintained open communication with parents regarding their children's progress, needs, and any concerns that arose during the au pair placement period.
  • Implemented daily routine to maintain structure and stability
  • Improved children''s language skills through engaging conversations and interactive language games.
  • Implemented creative activities that stimulated child development in areas such as motor skills, cognitive abilities, and social interactions.
  • Enforced rules and managed behavior through developmentally appropriate discipline.

Customer Service New Associate

Accenture
12.2017 - 06.2018
  • Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
  • Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
  • Facilitate effective communication with diverse healthcare professionals to retrieve client missing information for insurance processing.

Internship Student

Department Of Social Welfare And Development (DSWD)
01.2017 - 03.2017
  • Improved internship experience by efficiently managing assigned tasks and meeting deadlines.
  • Maintained accurate and timely clinical documentation, ensuring adherence to ethical guidelines and best practices in recordkeeping.
  • Sorted, organized, and maintained files.
  • Conducted psychological assessments and reports for patients.
  • Conducted intake interviews with new patients, gathering essential background information to inform subsequent treatment planning efforts.

Internship Student

Liberty Commercial Center
07.2016 - 09.2016
  • Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
  • Sorted and organized files, spreadsheets, and reports.
  • Assisted psychological assessments to employees and applicants.

Education

Bachelor of Science - Psychology

Divine Word College of Legazpi
Legazpi, Province Of Albay, Philippines
04.2001 -

Skills

  • Customer service
  • Active listening
  • Adaptability and flexibility
  • Time management
  • Computer proficiency
  • Product and service solutions

Timeline

Customer Service Representative

Concentrix
06.2025 - Current

House Cleaner

Self-employeed
04.2022 - 12.2024

Au Pair

NA
11.2018 - 03.2022

Customer Service New Associate

Accenture
12.2017 - 06.2018

Internship Student

Department Of Social Welfare And Development (DSWD)
01.2017 - 03.2017

Internship Student

Liberty Commercial Center
07.2016 - 09.2016

Bachelor of Science - Psychology

Divine Word College of Legazpi
04.2001 -

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Melky Sherlaine Dionela