Theresa Poliquit
Cebu City, Province Of Cebu
Summary
Dynamic customer service professional with a goal-oriented mindset, adept at enhancing customer satisfaction and loyalty at Synchrony Global Services. Proven ability in data entry and conflict resolution, driving efficient problem-solving and fostering positive relationships. Recognized for improving resolution times and streamlining processes to elevate the overall customer experience.
Overview
14
14
years of professional experience
Work History
Specialty Services Group Representative
Synchrony Global Services Philippines INC.
Cebu City, Province Of Cebu, Philippines
04.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and managing credit account online, improving overall user experience.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Participated in training programs to enhance product knowledge and customer service skills.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Representative
Synchrony Global Services Philippine INC
Cebu City, Province Of Cebu, Philippines
01.2020 - 04.2023
- Received inbound customer calls related to credit and accounts receivable.
- Enhanced customer satisfaction by efficiently addressing and resolving credit card issues.
- Collaborated closely with other departments like Collections or Fraud Prevention teams for seamless communication and better case management.
- Assisted customers in navigating online banking platforms and mobile applications, enhancing their overall digital experience with the financial institution.
- Supported customers with invoices, statements and other basic questions.
- Worked with customers to answer questions, resolve disputes and research discrepancies.
- Processed recurring automated payments and credit card payments.
- Managed sensitive customer data with utmost discretion, ensuring compliance with privacy regulations and maintaining trust between clients and the organization.
- Educated customers on credit card benefits, driving increased utilization of rewards programs and value-added services.
Customer Service Representative
Sykes Asia Inc
Cebu City, Province Of Cebu, Philippines
06.2015 - 06.2019
- Received incoming calls for prepaid mobile service provider company.
- Accepting payments over the phone for their mobile prepaid plans.
- Assisting mobile prepaid service subscribers with the activation of their mobile phones.
- Were assigned to the team who handled frequent callers.
- Trained to be a technical support representative to assist callers with technical issues with their prepaid services.
- Helping subscriber to port their existing mobile phone number from their previous service provider.
Sales Coordinator
Centrica One Int'l
Cebu City, Province Of Cebu, Philippines
05.2013 - 02.2014
- Worked closely with the sales team to prioritize tasks, set goals, and allocate resources efficiently; resulting in increased productivity and revenue.
- Maintained accurate records of all sales activities
- Streamlined sales processes for improved efficiency and customer satisfaction.
- Performing store Inventories
- Encoding sales submitted from the store branches
Executive Representative
Aegis Peoplesupport Cebu
Cebu City, Province Of Cebu, Philippines
01.2011 - 06.2011
- Received incoming calls for a Credit Bureau Online access Subscribers
- Offered plans to suit subscriber's needs to access their credit reporting online
- Help to retain subscriber when they called to cancel their subscription.
Education
Information Technology
Franciscan College of Immaculate Conception
City Of Baybay, Leyte03-2010
Skills
- Customer support
- Goal-oriented mindset
- Customer relations
- Data entry proficiency
Timeline
Specialty Services Group Representative
Synchrony Global Services Philippines INC.
04.2023 - Current
Customer Service Representative
Synchrony Global Services Philippine INC
01.2020 - 04.2023
Customer Service Representative
Sykes Asia Inc
06.2015 - 06.2019
Sales Coordinator
Centrica One Int'l
05.2013 - 02.2014
Executive Representative
Aegis Peoplesupport Cebu
01.2011 - 06.2011
Information Technology
Franciscan College of Immaculate Conception