MIKAELA PRADO
Manila, Metro Manila
Summary
- Experienced and dedicated Customer Service Representative with three years of expertise in providing exceptional customer support.
- Proven track record in chat and email support for a retail account and success as a telesales outbound agent.
- Skilled in addressing customer inquiries, resolving issues, and driving sales through effective communication and interpersonal abilities.
- Consistently met and exceeded KPIs, demonstrating strong commitment to professional growth and delivering outstanding service.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Concentrix
Sta. Cruz, Manila
09.2019 - 01.2020
- Customer Service Representative in an International Retail Account, with 2 months of experience in voice support
- Proficient in handling customer inquiries, resolving issues, and ensuring customer satisfaction
- Skilled in providing exceptional service through effective communication and problem-solving skills
- Experienced in transitioning to email support for an additional 2 months, demonstrating adaptability and versatility
- Proficient in addressing customer concerns, managing escalations, and maintaining a high level of professionalism
- Committed to delivering outstanding customer service and exceeding expectations
Customer Service Representative
Transcosmos Asia Philippines, Inc.
Quezon City
09.2021 - 07.2024
- Experienced Customer Service Representative with nearly 3 years of experience
- Proficient in providing Chat and Email Support, handling escalations, and addressing customer inquiries
- Skilled in managing customer complaints and resolving issues in a retail account setting
- Experienced Telesales Outbound Agent, specializing in selling milk products and cleaning and disinfecting products
- Demonstrated ability to generate leads, convert prospects into customers, and deliver exceptional service
- Proficient in utilizing CRM tools, computer systems, and effective communication techniques
- Committed to ensuring customer satisfaction and fostering lasting relationships
Customer Service Representative
ENFRAUSA Solutions Inc.
Pasig, Metro Manila, Philippines
07.2024 - 01.2025
- 6 months of experience as an Information Analyst in a Building/Maintenance service account.
Managed client interactions through inbound and outbound calls, ensuring clear communication.
Drafted and sent emails to clients, including timely follow-ups to address their needs.
Created service calls/tickets based on client requests received via phone and email.
Coordinated technician dispatch to ensure they were assigned to the right jobs based on their skills.
Maintained accurate records of all client interactions and service requests for efficient tracking.
Utilized strong communication and organizational skills to enhance client satisfaction and service efficiency.
Education
Bachelor of Science - Criminology
Philippine College of Criminology
Sta.Cruz, Manila05-2018
Skills
- Customer Service
- Problem-Solving
- Communication Skills
- Data entry
- Analytical thinking
- Critical thinking
- Escalations
- Customer relations
- Microsoft
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Payment processing
- Customer satisfaction measurement
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Appointment scheduling
- Order processing
- Documentation
- Data collection
- Customer relationship management (CRM)
- Product sales
- Product and service solutions
- Service upselling
- Proofreading
- Sales closing
- CRM software
- Live chat support
- Microsoft Excel
LANGUAGES
Filipino
English
AWARDS AND RECOGNITIONS
6 T H H O N O R A B L E M E N T I O N
General Miguel Malvar Elementary School
B E S T I N C R I M I N O L O G I C A L R E S E A R C H
Philippine College Of Criminology
R E G I S T E R E D C R I M I N O L O G I S T
December 2018
Timeline
Customer Service Representative
ENFRAUSA Solutions Inc.
07.2024 - 01.2025
Customer Service Representative
Transcosmos Asia Philippines, Inc.
09.2021 - 07.2024
Customer Service Representative
Concentrix
09.2019 - 01.2020
Bachelor of Science - Criminology
Philippine College of Criminology