Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
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Melody Roque

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, Philippines
03-2003

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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Melody Roque