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Socorro Lyn De Guzman
Customer Servive Rep
Matag-ob Leyte,central visayas
Work Preference
Summary
Customer service representative with experience handling inbound calls, resolving complaints, and maintaining accurate CRM records. Strong in active listening, communication, and calm problem-solving under pressure.
Detail-oriented customer service professional with experience in call center support, billing inquiries, and account updates. Skilled in data entry, critical thinking, and adapting quickly to changing service processes. Focused on improving customer satisfaction through clear communication and timely follow-up.
Adaptable and professional customer service representative with experience supporting customers by phone and online. Known for active listening, complaint handling, and accurate documentation. Ready to contribute strong communication and issue-resolution skills to a high-performing support team.
Offering positive attitude and genuine interest in helping others, ready to thrive in customer-focused environment. Brings ability to quickly learn company products and services, ensuring accurate and efficient customer support. Ready to use and develop communication and problem-solving skills in [Desired Position] role.
Overview
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Certification
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1
year of professional experience
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Language
Work History
Customer Service Representative
Sitel Ortigas Manila
04.2017 - 01.2018
- Managed inbound customer calls, resolving inquiries with clear, professional communication.
- Documented account details accurately in CRM systems to maintain complete interaction records.
- Assisted customers with billing questions, service issues, and account updates.
- Applied active listening to identify concerns and provide appropriate troubleshooting steps.
- Escalated complex cases to appropriate teams while maintaining customer satisfaction.
- Followed call handling procedures and service standards to support quality expectations.
- Adapted quickly to changing support processes, tools, and customer service workflows.
- Maintained accurate case notes and timely follow-up to ensure issue resolution.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Representative
Tech Mahindra
10.2016 - 01.2017
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Education
High School Diploma -
Matag Ob National High School
Matag Ob Leyte 04.2001 -
Skills
Customer service
Active listening
Critical thinking
Data entry
Call center experience
Complaint handling
Certification
Sales Essentials Certificate
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Customer Relations - Achieved the highest ratings for customer satisfaction across the entire company.
reading
it kkeps me updated on indutry trends without being told. i always want to know whatnis happening in my sorroundings. it connects me to theoretical ideas.
Affiliations
- Connection
Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Software
Team Chat
Customer Relationship Management
Languages
English
Advanced (C1)
Interests
Listening and knowing how to help
Timeline
Customer Service Representative
Sitel Ortigas Manila
04.2017 - 01.2018
Customer Service Representative
Tech Mahindra
10.2016 - 01.2017
High School Diploma -
Matag Ob National High School
04.2001 -