Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Timeline
CustomerServiceRepresentative

REBECCA LAGDA

Castillejos

Summary

Personable and dedicated Customer Service Representative with extensive experience in hotel sales and marketing, non-life insurance, customer service and BPO industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialising in quality, speed and process optimisation. Articulate, enthusiastic and results-orientated with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Staffme Online LLC
USA
10.2021 - 08.2022
  • Serves a U.S based client by providing a service through monitoring and regulatory compliance
  • Coordinate and report to supervisors regarding compliances issues
  • Maintain a high quality of results and production
  • Collected and analyzed customer information to prepare service reports.

Customer Service Representative II

Teletech (Telco Voice Account)
Pampanga
11.2021 - 01.2022


  • Inbound and outbound calls handling general inquiries, assists in basic technical troubleshooting, payments, payment arrangements, etc.
  • Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
  • Assisted in fulfillment of customer orders placed in person, via email, online and by telephone.
  • Answered over inbound calls per day, directing customers to designated individuals or departments for timely resolution.
  • Developed empathetic client relationships and earned reputation for consistently exceeding sales goals.
  • Escalated customer concerns, store issues and inventory requirements to supervisors.

Online English Tutor to Young and Adult Learners

51talk PHilippines
Manila
04.2020 - 09.2021
  • Online Teaching English language to young learners and adults.
  • Thrived in fast-paced environment with energy and enthusiasm.

Customer Service Representative

Skydev Solutions
Subic Bay Freeport Zone
11.2019 - 05.2020


  • Serves a U.S based client by providing a service through monitoring and regulatory compliance
  • Handle number of issues in regards to monitoring and compliance for the client's website
  • Coordinate and report to supervisors regarding compliances issues
  • Maintain a high quality of results and production

Banquet and Sales Coordinator

Subic Bay Yacht Club
Olongapo City
03.2001 - 04.2005
  • Handles including inquiries, oculars and room reservations necessary for the event
  • Coordinates all the needs of Club functions and events such as accommodations, transportations of the participants, food and venues for conferences and other occasions and all the required activities for every event
  • Produced sales reports informing team on performance and opportunities.
  • Promptly responded to quotation requests, completing within specified company timeframes.
  • Implemented seasonal and special discounts, driving customer engagement through promotions.
  • Ensure compliance of Banquet and Leisure Sales policies and procedures after each event including coordination with all the departments' concerned for the execution of the event successfully.

General Licensed Agent/Insurance Underwriter

FGU Insurance Corporation
Olongapo City
09.1997 - 03.2001
  • Establish claim insurance coverage, calculate premiums and provide information concerning group and individual insurance packages, the range of risk coverage, benefits paid and policy features.
  • Effectively communicated details of insurance and conditions, risk coverage, premiums and benefits to clients, promptly answering questions and concerns.
  • Accurately calculated premiums for clients, establishing method of payment and setting up recurring billing cycles.
  • Regularly reviewed clients' policies to ensure level and coverage of insurance remained appropriate during changes of circumstance.
  • Assisted clients to determine the type and level of coverage required according to their individual circumstances.
  • Settled and monitored insurance claims to ensure that both client and insurer were satisfied with the outcome.
  • Thoroughly interviewed clients to identify their insurance needs, creating detailed records throughout.
  • Presented and clearly explained insurance policy options based on clients needs and goals.
  • Responded to customer calls swiftly to resolve issues and answer questions.
  • Explained complex policy details in non-technical manner.
  • Prepared necessary paperwork required to process insurance sales and renewals.
  • Quoted comprehensive insurance policies equipped to meet client needs.

Education

Bachelor of Science - Hotel and Restaurant Management

Columban College
1998

Skills

  • 1 Proficient in Microsoft Office: Word, Excel, Powerpoint
  • 2 Canva
  • 3 Micros Fidelios System
  • Avaya
  • Telephone enquiries specialist
  • Live chat support
  • Multi-tasking
  • Regulatory compliance
  • Call centre experience (Inbound and Outbound)
  • Canva
  • SMM
  • Graphic Design (Basic)
  • Video Editing (Basic)
  • Facebook Ads
  • Lead Generation

Certification

November 23, 1999 Career Service Professional, Republic of the Philippines, Civil Service Commission May 25, 2000


Non-life Insurance Republic of the Philippines, Insurance Commission

Affiliations

  • Professional Civil Service Commission Eligible
  • Licensed non-life insurance agent in the Philippines

Timeline

Customer Service Representative II

Teletech (Telco Voice Account)
11.2021 - 01.2022

Customer Service Representative

Staffme Online LLC
10.2021 - 08.2022

Online English Tutor to Young and Adult Learners

51talk PHilippines
04.2020 - 09.2021

Customer Service Representative

Skydev Solutions
11.2019 - 05.2020

Banquet and Sales Coordinator

Subic Bay Yacht Club
03.2001 - 04.2005

General Licensed Agent/Insurance Underwriter

FGU Insurance Corporation
09.1997 - 03.2001

Bachelor of Science - Hotel and Restaurant Management

Columban College

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REBECCA LAGDA