Natividad G. Bercasio
Customer Support Specialist
Pasig City
Summary
Detail-oriented and customer-focused with over a decade of experience in customer support, basic troubleshooting, and process improvement. Adept at handling customer inquiries, providing basic technical assistance, and streamlining remote communication processes. Strong leadership, research, and documentation skills with a proven ability to enhance customer satisfaction and team performance.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
Work History
Senior Process Associate
Tata Consultancy Services
09.2018 - 08.2024
- Provide exceptional customer support via phone, ensuring high satisfaction rates
- Assisted customers with move in and move out request, billing inquiries, and account management
- Maintain accurate records of interactions and solutions in CRM systems
- Train and mentor new team members to improve overall performance
Subject Matter Expert / Lead – Customer Care Services
Concentrix Daksh Business Process Services Phils., Inc.
09.2009 - 08.2018
- Delivered floor support, coaching, and feedback to improve agent performance
- Monitored service level agreements (SLAs) and ensured timely issue resolution
- Handled escalated calls and provided expert-level customer service solutions
- Assisted in process improvement strategies to enhance efficiency
Education
Bachelor of Science - Business Administration (Major in Management)
Pasig Catholic College
01.2000 - 01.2004
Skills
Customer Support (Phone, Email, Live Chat)
Additional Information
Available upon request.
Timeline
Senior Process Associate
Tata Consultancy Services
09.2018 - 08.2024
Subject Matter Expert / Lead – Customer Care Services
Concentrix Daksh Business Process Services Phils., Inc.
09.2009 - 08.2018
Bachelor of Science - Business Administration (Major in Management)
Pasig Catholic College
01.2000 - 01.2004
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