Writing
Milliscent Mirzah Galos
Customer Service Representative
Makati City
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
7
7
years of professional experience
Work History
Customer Service Representative(Non-Voice)
Teleperformance
Makati City
10.2019 - 06.2023
- Answered constant flow of customer calls with minimal wait times.
- Provided primary customer support to internal and external customers.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Processed customer service orders promptly to increase customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Responded proactively and positively to rapid change.
- Increased efficiency and team productivity by promoting operational best practices.
- Investigated and resolved customer inquiries and complaints quickly.
- Assisted department with email-based and phone support when call center was busy or short-staffed.
Chat Support Representative
Arvato
Muntinlupa City
01.2018 - 03.2018
- Worked closely with each customer to carefully resolve issues within timely fashion.
- Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.
- Assisted customers with order placement, product returns and order tracking.
- Researched customer inquiries to provide accurate and up-to-date information.
- Developed strategic online and offline partnerships to support fulfillment and direct sales programs.
- Conducted retail arbitrage to build inventory for resale via online platforms.
Customer Service Associate
Convergys
Makati City
09.2017 - 11.2017
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Developed and actualized customer service initiatives to decrease wait times.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Developed and implemented procedures to detect and prevent fraud.
Process Associate
Genpact LLC
Muntinlupa City
05.2016 - 06.2017
- Identified and resolved process issues to drive optimal workflow and business growth.
- Collaborated with team to define business requirements for organizational processes, achieve productivity standards, and adhere to accuracy standards.
- Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.
- Performed quality assurance checks on transactions and account actions to assess compliance with state and federal regulations.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Negotiated to collect balance in full.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Counseled debtors on payment options and arranged installment agreements.
Education
Bachelor of Arts - AB Communication
University of Perpetual Help System Dalta
Las Pinas City 04.2001 -
Skills
Complaint resolution
Shipping procedures understanding
Order fulfillment
International sales support
Report preparation
Administrative support
Interests
Timeline
Customer Service Representative(Non-Voice)
Teleperformance
10.2019 - 06.2023
Chat Support Representative
Arvato
01.2018 - 03.2018
Customer Service Associate
Convergys
09.2017 - 11.2017
Process Associate
Genpact LLC
05.2016 - 06.2017
Bachelor of Arts - AB Communication
University of Perpetual Help System Dalta
04.2001 -