Melody Roque
Mabalacat
Summary
Dedicated and customer-focused professional with more than 10 years of work experience. Skilled in resolving issues, managing customer inquiries, and ensuring satisfaction through effective email and Live chat communication.
Overview
12
12
years of professional experience
Work History
Non-voice Technical Support Representative
Exacot Philippines
12.2018 - 04.2025
- Assisted customers throughout the entire process, from pre-sale and order inquiries to installation, troubleshooting, and resolving billing concerns via Live chat and email communication.
- Provided remote assistance to customers experiencing technical difficulties.
- Collaborated with cross-functional teams to resolve customer issues.
- Followed processes carefully tom uphold brand standards.
- Stayed updated on policies and procedures to offer optimal support.
Customer Service Representative
Teletech Customer Care Management
07.2013 - 11.2018
- Experienced Chat Support Consultant across five different lines of business, including Billing, Sales, Order Inquiries, Complaints, and Offline Processing.
- Provided exceptional support and solutions to customers through live chat, ensuring high satisfaction and efficiency in handling various service requests.
- Assisted customers with billing inquiries and disputes.
- Assisted customers with any sales concerns and offered/promoted products.
- Checked and tracked the status of orders and reprocessed it if necessary.
- Case managed customer's complaint through chat, email, and call.
- Processed orders by customizing and submitting the orders created by consultants in different LOB (end-
to-end process).
Education
Associate of Science - Computer Science
Virgen Delos Remedios College
Olongapo City, Province Of Zambales, Philippines03-2003
Skills
- Technical support
- Remote support (LogMeIn)
- Customer service expert
- Zendesk (Live chat and email)
- Multi-tasking
Additional Information
- Date of birth : February 7, 1984
- Religion : Christian
- Nationality : Filipino
- Gender : Female
Timeline
Non-voice Technical Support Representative
Exacot Philippines
12.2018 - 04.2025
Customer Service Representative
Teletech Customer Care Management
07.2013 - 11.2018
Associate of Science - Computer Science
Virgen Delos Remedios College
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