SHYLKA MARIENE TOME
Minglanilla
Summary
Skilled Customer Service Representative with a history of building customer satisfaction and loyalty by delivering top-notch support and service. Talented in troubleshooting problems with excellent analytical and critical thinking skills. Team player offering 10+ years in BPO environments.
Overview
12
12
years of professional experience
Work History
Customer Service Advisor II
Concentrix Philippines (formerly CONVERGYS Philippines)
06.2017 - 11.2023
- Assisted onsite technicians for Comcast over the phone during installation processes in case they encounter issues with their tools, like adding equipment to customer's accounts or sending activation hits.
Customer Service Advisor II
Concentrix Philippines (formerly CONVERGYS Philippines)
01.2015 - 06.2017
- Comcast - Self-Install Kit Activation Repeat Caller Queue - Assisted repeat callers on the phone with activating their cable, phone, or internet services in a calm and professional manner.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Advisor II
Concentrix Philippines (formerly CONVERGYS Philippines)
07.2013 - 01.2015
- Amazon US Voice/Chat and UK Voice - Assisted customers over the phone and chat with order-related issues like lost or damaged packages, processing replacement or refunds, and walking customers through making an order on the website.
- Investigated and resolved customer inquiries and complaints quickly.
Medical Surgical Orthopedic Nurse
Zamboanga del Norte Medical Center
10.2011 - 06.2013
- Communicated with healthcare team members to plan, implement and enhance treatment strategies.
- Delivered high level of quality care to diverse populations while overseeing patient admission and triaging based on acuity and appropriate department admission.
Education
Bachelor of Science - Nursing
MSU - Iligan Institute of Technology
Tibanga Highway, Iligan City04.2011
High School Diploma -
Zamboanga Del Norte National High School
Estaka, Dipolog City04.2006
ELEMENTARY -
Dipolog Pilot Demonstration School
04.2002
Skills
- Proficient in Microsoft Word and PowerPoint
- Fast learner and can work unsupervised
- Team player
- Therapeutic Communication Skills
- Proficient in customer service, ie, active listening and speaking, positive positioning, and resolving customer issues in a professional manner
- Complaint Investigation
- Call center experience
- Calm and Professional Under Pressure
- Retail store support
- Proficient with technical support, ie assisting with technical issues with customer services or helping technicians with installations
Nursing Licensure Exam
07/02/2011 - 07/03/2011, 80.80%
References
- Maria Ruvic Chan, Concentrix Team Leader, 09178073563
- Miriam Miramar, Concentrix Team Lead Trainee, 09672285854
Training
- Product Specific Training for Amazon.com Voice, Amazon.com Chat, Amazon.co.uk and COMCAST SIK
- Communications and Culture Training - Convergys Philippines
- DNA Analysis and Autopsy Seminar Crime Scene Investigation, and; Forensic Nursing and Disaster Victim Identification Seminar at Dipolog Medical Center, December 3, 2011
- Basic Intravenous Therapy Training at Iligan Medical Center Hospital (October 5-7, 2011)
- Basic Life Support - CPR Training for Healthcare Providers at Vicente Sotto Memorial Medical Center, (March 1-2, 2010)
Timeline
Customer Service Advisor II
Concentrix Philippines (formerly CONVERGYS Philippines)
06.2017 - 11.2023
Customer Service Advisor II
Concentrix Philippines (formerly CONVERGYS Philippines)
01.2015 - 06.2017
Customer Service Advisor II
Concentrix Philippines (formerly CONVERGYS Philippines)
07.2013 - 01.2015
Medical Surgical Orthopedic Nurse
Zamboanga del Norte Medical Center
10.2011 - 06.2013
Bachelor of Science - Nursing
MSU - Iligan Institute of Technology
High School Diploma -
Zamboanga Del Norte National High School
ELEMENTARY -
Dipolog Pilot Demonstration School
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