Michelle Joy Ramos
City of Sta Rosa,Laguna
Summary
Proactive Customer Care Representative with extensive experience in problem-solving, team collaboration, and technical support. Skilled in utilizing CRM systems, maintaining accurate records, and managing difficult conversations with professionalism. Bringing strong product knowledge and a commitment to improving customer satisfaction and department performance.
Overview
5
5
years of professional experience
Work History
Customer Care Representative
Sunpower Philippines Ltd- ROHQ
03.2024 - 10.2024
- Managed high call volume with exceptional professionalism and efficiency.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
- Navigated multiple computer systems and applications to find information.
- Utilized CRM systems to accurately track customer interactions and update account information.
Healthcare Customer Service Representative
Teletech Manila
10.2022 - 03.2024
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
Technical Support Representative
Teleperformance Center Ayala
04.2021 - 09.2022
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Implemented feedback from customers to improve overall quality of support services provided by the team.
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
Dining Staff Member
Eat Drink Innovation- Nono's Restaurant
07.2019 - 07.2020
- Enhanced customer satisfaction by efficiently taking and serving meal orders with a friendly demeanor.
- Collaborated with kitchen staff to ensure timely delivery of meals, resulting in positive customer feedback.
- Resolved customer complaints professionally, turning potentially negative experiences into positive ones that encouraged repeat business.
- Improved team efficiency through clear communication with colleagues during high-volume shifts.
- Answered customers' questions, recommended items, and recorded order information.
- Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
- Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
- Contributed to increased revenue by upselling beverages and dessert items, resulting in higher average check values.
Education
Bachelor of Science - Tourism Management
Citi Global College
Cabuyao, Province Of Laguna, Philippines05-2019
Skills
- Customer Service
- Inbound Customer Service
- Data Entry
- Call center experience
- Complaint Handling
- Email correspondence
Timeline
Customer Care Representative
Sunpower Philippines Ltd- ROHQ
03.2024 - 10.2024
Healthcare Customer Service Representative
Teletech Manila
10.2022 - 03.2024
Technical Support Representative
Teleperformance Center Ayala
04.2021 - 09.2022
Dining Staff Member
Eat Drink Innovation- Nono's Restaurant
07.2019 - 07.2020
Bachelor of Science - Tourism Management
Citi Global College
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