Sol Adelia Cortez
Customer Service Specialist
Quezon City
Summary
Experienced Customer Service Representative dedicated to providing quality care for ultimate customer satisfaction. Proven ability to establish and maintain excellent communication and relationships with clients. Understands the importance of delivering the mission of a brand with each and every action and interaction that takes place involving customers.
Overview
5
5
years of professional experience
14
14
years of post-secondary education
Work History
Customer Support Representative
Brain Technologies
12.2021 - 07.2022
- Provided customers with quality assistance through emails, and internet chats.
- Assisted in order processing, fulfillment and tracking.
- Kept track and assessed customer’s payments and adjustments for possible fraud and abuse risks.
- Helped the Training Team by shadowing agents in their first week of handling tickets.
- Supervised agents as a Team/Shift - monitoring and prioritizing tickets.
ESL Teacher
51talk
11.2020 - 07.2022
- Facilitated fun and fruitful online classes for kids.
- Increased ESL students' reading levels by integrating online word games and altering lesson plans for students needing extra guidance.
- Attended online workshops and seminars to learn about student motivation and engaging learning activities.
Table Games Dealer
Bloomberry Resorts and Hotels Inc.
01.2020 - 08.2020
- Created enjoyable atmosphere for players by engaging patrons in positive and entertaining conversation.
- Maintained fast game pace by handling chips, cards, money and gaming equipment efficiently.
Customer Support Representative
Concentrix Daksh
09.2017 - 09.2019
- Supported customer questions and issues by gathering information, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Shared strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Assisted account's clients during onsite visits.
- Helped as a Subject Matter Expert and floorwalk as needed.
Technical Support Representative
LRA Pacific Management Consulting Inc
03.2016 - 05.2016
- Offered troubleshooting of connectivity issues and other technical problems during the Presidential Elections in 2016.
- Assisted with updating technical support best practices for use by team.
Education
Bachelor of Arts - Mass Communication
New Era University
06.2012 - 04.2017
High School Diploma -
Sta. Lucia High School
06.2008 - 04.2012
Elementary
Panducot Elementary School
06.2003 - 04.2008
Skills
Basic photo and video editing
Timeline
Customer Support Representative
Brain Technologies
12.2021 - 07.2022
ESL Teacher
51talk
11.2020 - 07.2022
Table Games Dealer
Bloomberry Resorts and Hotels Inc.
01.2020 - 08.2020
Customer Support Representative
Concentrix Daksh
09.2017 - 09.2019
Technical Support Representative
LRA Pacific Management Consulting Inc
03.2016 - 05.2016
Bachelor of Arts - Mass Communication
New Era University
06.2012 - 04.2017
High School Diploma -
Sta. Lucia High School
06.2008 - 04.2012
Elementary
Panducot Elementary School
06.2003 - 04.2008
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