Rica Mae L. Pilapil
Taytay, Province Of Rizal
Summary
Aiming to use my knowledge, expertise in the field of customer service, and communication skills. To effectively provide resolution with efficiency and accuracy via email, phone, or social media contacts. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Microsourcing
Quezon City, Metro Manila, Philippines
2018.09 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Kept up-to-date with industry best practices, sharing insights with colleagues to facilitate continuous improvement across all aspects of e-commerce operations.
- Conducted thorough market research to identify trends and opportunities for future growth in the e-commerce sector.
- Assisted customers with inquiries regarding products, orders, returns, and exchanges.
- Developed and maintained product listings on e-commerce sites.
- Monitored delivery status to ensure timely deliveries were made on schedule.
- Coordinated with vendors, carriers, and customers to manage freight costs and transit times.
- Maintained accurate records of incoming and outgoing shipments.
Customer Service Representative
The Results Companies
2015.04 - 2016.12
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Repair Customer Care
Sitel
2013.08 - 2015.02
- Supported sales efforts by up-selling and cross-selling relevant products and services, boosting overall revenue while ensuring customer needs were met.
- Recognized as a top performer among peers due to consistent achievement of key performance indicators related to call handling time, quality assurance scores, and survey feedback from customers.
Customer Service Representative
Expert Global Solutions
2012.11 - 2013.06
- Answered constant flow of customer calls with minimal wait times.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
High School Diploma -
Francisco P. Felix Memorial National High School
Cainta, Province Of Rizal, Philippines04.2010
Rosario Elementary School
Pasig, Metro Manila, Philippines04.2006
Some College (No Degree) - English Major
Rizal Technological University
Pasig, Metro Manila, PhilippinesSkills
- English Proficient
- Multi-tasking capable
- Customer Service
- Problem-solving abilities
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Complaint Handling
- Payment Processing
- Live chat support
- Email correspondence
- Fast Learner
- Shipment Tracking
- Effective Communication
- Company Procedure Adherence
- Customer Relations
Certification
- Social Media Marketing
- TikTok Marketing
- Lead Generation
- Content Creation
- Facebook Ads
- Bookkeeping Short Course
- Real Estate Virtual Assistant
Timeline
Customer Service Representative
Microsourcing
2018.09 - Current
Customer Service Representative
The Results Companies
2015.04 - 2016.12
Repair Customer Care
Sitel
2013.08 - 2015.02
Customer Service Representative
Expert Global Solutions
2012.11 - 2013.06
- Social Media Marketing
- TikTok Marketing
- Lead Generation
- Content Creation
- Facebook Ads
- Bookkeeping Short Course
- Real Estate Virtual Assistant
High School Diploma -
Francisco P. Felix Memorial National High School
Rosario Elementary School
Some College (No Degree) - English Major
Rizal Technological University
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