Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Nhema Manlapas

Quezon City

Summary

Dedicated customer service professional with knowledge of service delivery and proven multitasking abilities. Commited to maintaining professional relationship to increase profitability and drive business results. Committed to ensuring customers satisfaction by providing exceptional services to all customers.

Overview

6
6
years of professional experience

Work History

Tech Support

Afni Philippines
05.2024 - 11.2024
  • Assisted in the creation of user-friendly tech support resources, improving overall user experience and satisfaction.
  • Implemented a structured ticketing system for incoming tech support requests, expediting response times and increasing productivity levels within the IT department.
  • Provided timely technical support to end-users, troubleshooting complex networking issues as they arose.
  • Provided technical support to Number clients daily.

Customer Service Representative

Ibex Global Philippines
10.2022 - 01.2023
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

CSR-TECH

TELUS Philippines
02.2019 - 09.2022
  • Managed customers billing concerns and disputes that includes submitting billing corrections.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Implemented a structural ticketing system for incoming tech support request for copper landline,VOIP phone,wireless phone and internet.

Education

Bachelor Of Science In Agriculture - Agricultural Business And Management

University of The Philippines
Los Banos Laguna

Skills

  • Proficient in utilizing customer services best practices and adopt at exploring different solutions to address customers needs effectively

Additional Information

  • Character references: 1.Jasper Alejan-former Team Manager at Ibex and currently task us team member. Contact number:09272284801. 2.Janine Morgado- Colleague contact number:09911038483

Timeline

Tech Support

Afni Philippines
05.2024 - 11.2024

Customer Service Representative

Ibex Global Philippines
10.2022 - 01.2023

CSR-TECH

TELUS Philippines
02.2019 - 09.2022

Bachelor Of Science In Agriculture - Agricultural Business And Management

University of The Philippines

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Nhema Manlapas