MONICA CURA
Caloocan City
Summary
Experienced Customer Service Agent with a strong background in providing quality customer support. Most of my career has been focused on assisting customers, handling inquiries, and resolving issues efficiently. I also have some experience in sales from the beginning of my career. Skilled in communication, problem-solving, and working in fast-paced environments while maintaining a high standard of service.
Overview
19
19
years of professional experience
Work History
Operations Manager/Customer Service Manager
GUITARCONTROL.COM
10.2009 - 12.2023
- Oversight of operations, sales, finance, human resources and compliance
- Worked directly with management to brainstorm, discuss strategy and mitigate issues
- Studies latest trends to add new products to course lineup, improving sales revenues
- Handle customer service concerns
Customer Service Representative - American Express
VXI
10.2006 - 11.2007
- Answer incoming calls and assist customers with questions and concerns related to their credit card accounts
- Demonstrate a genuine interest in customers and ask questions to resolve the customers concern while understanding how American Express can help meet their financial needs
- Present options to customers about ways to make their banking easy and convenient, while ensuring the needs of the customer always come first
- De-escalate situations involving dissatisfied customers, offering patient assistance and support
- Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service
Customer Service Agent - Expedia
TELEPERFORMANCE
10.2006 - 11.2007
- Respond to customer inquiries regarding travel options, itineraries, and pricing via telephone, email, and chat platforms
- Assist clients with booking ground transportation, and other travel-related services as requested
- Provide accurate and up-to-date information on travel-related policies, procedures, and documentation requirements
- Reschedule and modify travel arrangements promptly in response to unforeseen events or client requests
- Resolve any issues or concerns raised by clients regarding their travel arrangements with professionalism and efficiency
Inbound Sales Agent - Sprint/Nextel
ETELECARE
09.2005 - 10.2006
- Receive calls from customers regarding Sprint/Nextel
- Manage high volume of phone calls and provide response to all maintaining high quality of services and performance standards
- Provide upselling to existing customers
- Identify customer issues and provide appropriate solutions via upselling additional products and services while obtaining customer commitment by developing plans
- Ensure optimal level of client satisfaction at all times and process all orders on phone
Trade Show Organizer
PRIMETRADE ASIA,INC
05.2005 - 09.2005
- Gain a general understanding of firm culture industry and business objectives and Apply this understanding by building client relationships and working collaboratively to plan and events
- Promote client relationships by handling the logistics involved in executing each event - handled both independently and as part of a team
- Coordinate the dissemination of marketing collateral and materials to and from events
- Research venues and vendors for event use
- Manage registration, collateral associated with event Planning - maintain event schedule and analyze results of events
Education
AB - Communication Arts
St. Paul University Manila
03.2005
Skills
- Exceptional communication and networking skills
- Teamwork
- Independence
- Ability to work under pressure
- Multi-tasking
- Following instructions
- Delivering quality results
Timeline
Operations Manager/Customer Service Manager
GUITARCONTROL.COM
10.2009 - 12.2023
Customer Service Representative - American Express
VXI
10.2006 - 11.2007
Customer Service Agent - Expedia
TELEPERFORMANCE
10.2006 - 11.2007
Inbound Sales Agent - Sprint/Nextel
ETELECARE
09.2005 - 10.2006
Trade Show Organizer
PRIMETRADE ASIA,INC
05.2005 - 09.2005
AB - Communication Arts
St. Paul University Manila
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