Sherlyn Rose Fortaliza
Cagayan De Oro City
Summary
Results-driven BPO professional with over 8 years in voice and chat support, specialising in telecommunications and technical troubleshooting. Experienced in CRM systems, data entry, and documentation, with strong communication and problem-solving abilities. Quick to adapt and manage competing priorities while ensuring high service quality. Seeking remote back-office or non-voice opportunities to leverage my customer service expertise and contribute to efficient operations, while also open to voice-based roles.
Overview
9
9
years of professional experience
Work History
Customer Service Specialist – Voice & Chat Support
Accenture Inc.
12.2021 - 08.2026
- Delivered efficient customer support through voice and chat channels by handling billing, technical, and service-related concerns, guiding customers through step-by-step troubleshooting, and providing clear, effective solutions to ensure a positive customer experience.
- Resolved customer concerns and provided clear information, fostering positive experiences through effective interactions across voice and chat channels.
- Resolved customer concerns by investigating issues, identifying root causes, and delivering effective solutions that promoted timely resolution, improved customer satisfaction, and enhanced the overall support experience.
- Effectively managed multiple customer inquiries and competing priorities in a fast-paced environment while meeting productivity targets, maintaining service quality, and ensuring timely issue resolution.
- Utilised CRM systems and digital tools for accurate data entry, maintaining organised customer records and documenting interactions with attention to detail, ensuring data accuracy and efficient case tracking.
- Adapted to new systems, updated procedures, and changing workflows while sustaining productivity and compliance with established quality standards.
Customer Service Representative – Voice & Chat Support
Concentrix
09.2017 - 10.2021
- Resolved customer inquiries and complaints across voice and chat channels by delivering accurate information, timely solutions, and customer-focused support to ensure a positive service experience.
- Applied problem-solving and communication skills to assess customer concerns, identify appropriate solutions, and manage multiple inquiries efficiently while ensuring accurate and effective issue resolution.
- Identified root causes through active listening and issue clarification, leading to accurate troubleshooting and effective resolutions.
- Maintained service quality in fast-paced BPO environment by adapting to evolving processes and responding to changing customer needs.
Education
Bachelor of Science - Agribusiness
Visayas State University
Visca Baybay City Leyte06-2017
Skills
- CRM & Digital Tools Proficiency
- Technical support
- Data Entry & Records Management
- Root cause analysis
- Customer experience
- Multitasking & Time Management
- Effective communication
- Critical thinking
Timeline
Customer Service Specialist – Voice & Chat Support
Accenture Inc.
12.2021 - 08.2026
Customer Service Representative – Voice & Chat Support
Concentrix
09.2017 - 10.2021
Bachelor of Science - Agribusiness
Visayas State University