Robilyn M. Otella
Tanza, Cavite
Summary
To work in a reputable institution where I can use my knowledge and skills. Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
11
11
years of professional experience
Work History
Customer Service Representative/ Tech Support
Open Access Marketing BPO
01.2024 - 01.2025
- Used Zendesk for managing support tickets and omnichannel communication.
- Provide resolution to the customer’s concern about their financial tracking app.
- Help the customer to troubleshoot the issue with their app.
- Assist to refund the payment of the subscription if there’s any discrepancy (duplicate charge).
- Cancellation of the account if the app is not working properly in the customer’s location.
- Offer credit, promotion if the customer’s not satisfied with the service.
- Collaborated with team members to streamline support processes, improving response times.
- Analyzed customer feedback to identify trends and recommend service improvements.
Independent Contractor
SSENCE
08.2022 - 12.2023
- Customer Service Representative
- Account: SSENCE
- Retail account based in Canada
- Used Gorgias to streamline the tickets, answering emails and responding to a live chat.
- Provide resolution to the customer’s concern, inquiry about the product they purchased online.
- Handle customer’s concern via phone, chats and email.
- Make a necessary outbound calls for follow-up.
- Skilled at working independently and collaboratively in a team environment.
Customer Service Representative
Teletech
05.2018 - 07.2022
- Account: DoorDash
- Used Zendesk to track interactions, ensuring accurate updates and timely follow-ups for customers.
- Answering emails and live chats.
- Call the restaurant to place the customer’s order.
- Answers customer inquiry/complaint about customer’s order.
- Collaborated with cross-functional teams to streamline order processing and improve delivery efficiency.
- Got promoted as a Fraud Analyst. Receive calls about the fraudulent activity with the customer’s account and someone using their card to place an order.
Customer Service Representative
Concentrix
01.2016 - 03.2018
- Account: AMAZON
- Assist the customer via phone with their inquiry and concern about the product they purchased.
- Resolved customer inquiries through multiple communication channels, enhancing satisfaction and loyalty.
Travel Consultant
Interglobe Technologies
01.2015 - 01.2016
- Travel Consultant in a travel agency located in Australia.
- Do inventory with all the hotels affiliated.
- Call the hotel to clarify the email they’ve sent for the available rooms for the specific date or month.
- Call the customer if need to change their reservation due to room availability.
Customer Service Representative
Teleperformance
03.2014 - 12.2014
- Account: Expedia
- Receive calls about the customer’s concerns with their hotel, flight, cars, and ticket reservation.
- Analyzed feedback data to identify trends, driving initiatives that improved service quality and response times.
Education
Vocational HRM
ACCESS School of Technologies
01.2011
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Carlos P. Garcia High School
01.2007
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Bagong Diwa Elem School
01.2003
Skills
- Able to work on a shifting schedule
- Dedicated to the assigned task
- Can easily adapt to different computer tools/programs
- Problem resolution
References
Character reference upon request., I hereby certify that the above information is true and correct to the best of my knowledge.
Timeline
Customer Service Representative/ Tech Support
Open Access Marketing BPO
01.2024 - 01.2025
Independent Contractor
SSENCE
08.2022 - 12.2023
Customer Service Representative
Teletech
05.2018 - 07.2022
Customer Service Representative
Concentrix
01.2016 - 03.2018
Travel Consultant
Interglobe Technologies
01.2015 - 01.2016
Customer Service Representative
Teleperformance
03.2014 - 12.2014
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Carlos P. Garcia High School
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Bagong Diwa Elem School
Vocational HRM
ACCESS School of Technologies