Summary
Overview
Work History
Education
Skills
Timeline
Barista
Princess May Gatchalian

Princess May Gatchalian

Customer Support Specialist
Parañaque City Metro Manila,WSA

Summary

Experienced with providing high-quality customer support across various channels. Utilizes strong problem-solving skills to address and resolve customer inquiries efficiently. Track record of excellent communication and maintaining positive customer relationships.

Overview

8
8
years of professional experience
4
4
years of post-secondary education

Work History

Customer Support Specialist

TDCX
Mandaluyong City, Metro Manila, Philippines
07.2023 - Current
  • Omnichannel Support Management: Live Chat Support, Email Management, Inbound/Outbound Queues.
  • High-Volume Concurrency: Performed multi-tasking under pressure, 7-Chat Concurrent Processing, Concurrent Email Handling.
  • Financial Technology & Financial Compliance: Data Accuracy, Financial Technology Operations, Quality Assurance (QA).
  • Social Media & Tech Troubleshooting: Digital Ads Troubleshooting, Ad Campaign Support, Social Media Management.
  • Performance Excellence: First Quartile (Q1) Ranking, KPI Optimization, High SLA Delivery.

Customer Sales Representative

Acquire BPO
Pasig, Metro Manila, Philippines
03.2020 - 05.2021
  • Assisted customers with product inquiries, ensuring accurate information delivery.
  • Processed orders efficiently, utilizing CRM software to track sales activities.
  • Managed complex billing disputes and service plan inquiries for corporate clients, successfully leveraging conflict resolution into sales opportunities by closing an average of 2 new business lines per shift.

Customer Service Representative

IBEX Global
Mandaluyong City, Metro Manila, Philippines
06.2018 - 02.2020
  • Demonstrated exceptional performance and stamina in a fast-paced environment by efficiently answering and resolving 60 to 70 calls per shift while consistently maintaining a strict 3-minute Average Handle Time (AHT).
  • Utilized CRM software to track customer interactions and streamline service processes.
  • Collaborated with cross-functional teams to implement process improvements and increase efficiency.

Education

Bachelor of Science - Business Administration And Management

Laguna State Polytechnic University
Siniloan, Province Of Laguna, Philippines
06.2014 - 05.2018

Skills

Customer relationship management (CRM)

Call center experience

Technical troubleshooting

Live chat support

Conflict resolution

Problem-solving

Timeline

Customer Support Specialist

TDCX
07.2023 - Current

Customer Sales Representative

Acquire BPO
03.2020 - 05.2021

Customer Service Representative

IBEX Global
06.2018 - 02.2020

Bachelor of Science - Business Administration And Management

Laguna State Polytechnic University
06.2014 - 05.2018
Princess May GatchalianCustomer Support Specialist