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
Angeles City, Province Of Pampanga, Philippines
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
Bussum, Netherlands
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
Europe
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
Eastwood, Pasig City
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)
Ligao, Province Of Albay, Philippines
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
Legazpi, Province Of Albay, Philippines
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 -