NOEMI ROYALES
Customer Service & Admin Support Specialist
Mandaluyong
Summary
Customer Service & Accounts Support Specialist with 10+ years in BPO customer care and 3 years in accounts receivable/admin. Skilled in handling inquiries, resolving issues, managing accounts, and providing high-quality support for Australian clients.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Salmat
11.2012 - 04.2014
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Improved resolution time with effective problem-solving for customer complaints.
Customer Care Representative
Acquire BPO
05.2015 - 03.2016
- Identified and resolved discrepancies and errors in customer accounts.
- Delivered prompt service to prioritize customer needs.
- Investigate and resolved any discrepancy on customer account / Plan
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Customer Support Specialist
Teletech
04.2016 - 11.2016
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
Customer Support Specialist / FTTB Support
TPG Telecom
01.2017 - 06.2018
- Elevated customer support experience by adopting customer-first approach in all interactions.
- Improved customer retention by offering personalized solutions and follow-ups for ongoing issues.
Customer Support Specialist /Administrative Assistant
Trec PacifIc Corporation
12.2018 - Current
- Answer inbound calls, emails, and messages from customers regarding repairs, warranties, and service inquiries
- Log repair requests accurately and create job orders in the system
- Provide clear updates on repair status, turnaround times, and costs
- Explain warranty coverage, service procedures, and basic troubleshooting steps
- Follow up with customers for approvals, collections, or outstanding information
- Handle customer concerns or complaints politely and escalate when needed
- Schedule repair bookings and manage technician calendars
- Receive and record incoming machines, including serial numbers and condition notes
- Coordinate with technicians regarding assessments, parts needed, and repair progress
- Prepare service reports, invoices, and warranty documentation
- Maintain organized digital and physical records of jobs and customer details
- Process payments, refunds, and warranty claims where applicable
Education
No Degree - Business Administration in Secretarial Studies
Lyceum of The Philiippines
Intramuros, Metro Manila, Philippines 04.2001 -
Skills
Customer care & client relations
References
References available upon request
Training & Development
- Customer Service Excellence Training
- Accounts Receivable & Collections Workshop
- Workplace Communication Skills
Timeline
Customer Support Specialist /Administrative Assistant
Trec PacifIc Corporation
12.2018 - Current
Customer Support Specialist / FTTB Support
TPG Telecom
01.2017 - 06.2018
Customer Support Specialist
Teletech
04.2016 - 11.2016
Customer Care Representative
Acquire BPO
05.2015 - 03.2016
Customer Service Representative
Salmat
11.2012 - 04.2014
No Degree - Business Administration in Secretarial Studies
Lyceum of The Philiippines
04.2001 -