MIRACLE GRACE D. PASCUAL
Marilao
Summary
Customer Service Representative with expertise in delivering exceptional support and resolving inquiries, leveraging psychological principles to enhance customer interactions. Proficient in communication and problem-solving, fostering positive relationships that drive customer satisfaction and loyalty. Proven track record of improving service outcomes through attentive engagement and effective issue resolution. Dedicated to team performance enhancement by sharing insights and best practices rooted in psychological understanding of customer behavior.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Service Associate
CONCENTRIX CORPORATION
07.2019 - 10.2020
- Fraud Specialist - Capital One Bank
- Investigate and analyze suspected fraudulent transactions and activities on customer accounts
- Identify and prevent fraudulent activity, including credit card fraud, identity theft, and other forms of financial fraud
- Conduct thorough reviews of customer accounts, transaction records, and other relevant data to identify potential fraudulent activity.
- Develop and implement strategies to prevent fraudulent activity, including monitoring transactions, reviewing account activity, and identifying patterns of suspicious behavior.
- Communicate with customers to resolve fraud-related issues and provide guidance on how to prevent future fraud.
- Maintain accurate records of fraud investigations and resolutions.
- Stay up-to-date with the latest fraud trends and techniques to ensure effective detection and prevention of fraud
Customer Service Associate
SITEL PHILIPPINES CORPORATION
03.2015 - 07.2019
- Make outbound calls to delinquent customers to collect overdue debts and negotiate payment plans
- Utilize customer relationship skills to build trust and establish rapport with customers
- Conduct thorough interviews with customers to understand their financial situation and identify potential solutions
- Analyze customer data and make informed decisions to determine the best course of action
- Negotiate and finalize payment agreements, including installment plans and settlement offers
Customer Service Assistant/Sales Clerk
INTERNATIONAL TOY WORLD INC.
12.2010 - 05.2011
- Help customers discover new toys and games, and provide expert advice on which toys are best suited for their interests and skill levels.
- Showcase new arrivals, recommend toys based on customer preferences, and provide demos and tutorials on popular toys.
Clinical Intern
JOSE R. REYES MEMORIAL MEDICAL CENTER
Santa Cruz, Manila
03.2025 - 05.2025
- Assisted in administering neuropsychological tests to clients and employees, ensuring accurate data collection.
- Supported patients with follow-up check-ups, facilitating continuity of care.
- Drafted comprehensive psychological reports to support clinical assessments.
Student Teaching Intern
OUR LADY OF FATIMA UNIVERSITY - PSYCHOLOGY DEPARTMENT
Marulas, Valenzuela City
01.2025 - 02.2025
- Delivered engaging classroom instruction to enhance student learning outcomes.
- Developed comprehensive lesson plans aligned with educational objectives.
- Managed administrative responsibilities, including organizing and recording quiz scores.
School Guidance Counselor Intern
CENTER FOR GUIDANCE SERVICES- OUR LADY OF FATIMA
Marulas, Valenzuela City
03.2025 - 05.2025
- Conducted focus group discussions to gather insights and improve counseling services.
- Facilitated chat programs to enhance student communication and support.
- Managed the issuance of various slips to ensure smooth administrative processes.
Education
Bachelor of Science - Psychology
Our Lady of Fatima University Valenzuela Campus
Valenzuela, 1440 Metro Manila07-2025
International Studies
Hanbat National University
Yuseong District, Daejeon, South Korea06.2024
Jesus Is Lord Colleges Foundation
Bocaue, Bulacan12.2010
Jesus Is Lord Colleges Foundation
Bocaue, Bulacan12.2003
Skills
- Interpersonal skills
- Public speaking
- Customer service
- Communication skills
- Customer relationship management
Certification
CERTIFIED HUMAN RESOURCES ASSOCIATE (CHRA), Batch 50 Passer, 08/2024
References
References are available on request.
Timeline
Clinical Intern
JOSE R. REYES MEMORIAL MEDICAL CENTER
03.2025 - 05.2025
School Guidance Counselor Intern
CENTER FOR GUIDANCE SERVICES- OUR LADY OF FATIMA
03.2025 - 05.2025
Student Teaching Intern
OUR LADY OF FATIMA UNIVERSITY - PSYCHOLOGY DEPARTMENT
01.2025 - 02.2025
Customer Service Associate
CONCENTRIX CORPORATION
07.2019 - 10.2020
Customer Service Associate
SITEL PHILIPPINES CORPORATION
03.2015 - 07.2019
Customer Service Assistant/Sales Clerk
INTERNATIONAL TOY WORLD INC.
12.2010 - 05.2011
Bachelor of Science - Psychology
Our Lady of Fatima University Valenzuela Campus
International Studies
Hanbat National University
Jesus Is Lord Colleges Foundation
Jesus Is Lord Colleges Foundation
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