Vanne Margrett Lozano
Customer Service Representative, Complaints Manager, Teacher
Ternate Cavite
Summary
Experienced with handling diverse customer inquiries through chat support. Utilizes problem-solving techniques and effective communication to resolve issues promptly. Knowledge of technical troubleshooting and maintaining high service standards to ensure customer satisfaction.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Experienced with managing customer complaints and ensuring timely resolutions. Utilizes advanced problem-solving techniques to address and mitigate issues efficiently. Track record of effective communication and negotiation skills, essential for maintaining customer satisfaction and loyalty.
Compassionate, creative and effective Teacher with valuable experience in classroom administration, professional development and project planning. Equipped with extensive background in versatile education environments. Student-centric instructor, academic facilitator and motivational coach. Competent at performing independently or as member of teaching team. Well-versed in classroom and online technologies.
Overview
9
9
years of professional experience
2017
2017
years of post-secondary education
1
1
Certification
1
1
Language
Work History
Chat Support Representative
Freelance Virtual Assistant
01.2021 - 12.2025
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
- Promoted upselling opportunities where appropriate while remaining focused on delivering exceptional service within each interaction.
- Boosted customer retention, maintaining a professional and empathetic tone throughout all interactions.
Complaints Manager
Telstra International Philippines Inc.
12.2022 - 10.2025
- Acknowledged and responded to customers' concerns within set SLAs for compliance with company standards.
- Researched and resolved customer issues received via different channels for exceptional client experience.
- Engaged customers directly to seek clarifications, obtain additional information and follow up on services provided.
- Addressed and solved customer issues and complaints without difficulty.
- Streamlined complaint handling processes for increased efficiency and reduced response times.
Customer Service Representative
Telstra International Philippines
03.2021 - 12.2022
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- 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.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Customer Service Representative
Teletech (Healthcare Account)
08.2020 - 10.2020
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Complaints Manager
Teletech Telstra
07.2019 - 07.2020
- Prioritised urgent and high-risk complaints, ensuring they were escalated appropriately and resolved in a timely manner.
- Managed and resolved customer complaints efficiently, aiming for quick resolution and customer satisfaction.
- Maintained a calm and professional demeanor when dealing with challenging or upset customers, ensuring a positive interaction.
Customer Service Representative
Teletech Telstra
04.2019 - 08.2019
- 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.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Highschool Teacher - English
The Valley Cathedral Academy Inc.
03.2017 - 04.2019
- Established positive relationships with students, parents, fellow teachers and school administrators.
- Used effective teaching methods to assist with student development, including collaborative learning, positive reinforcement, modelling and explicit instruction.
- Maintained trusting student relationships by providing both educational and emotional support to students.
- Observed and assessed student performance to identify areas requiring improvement.
- Prepared unit and lesson plans for courses of study, following curriculum guidelines and common core standards.
- Adapted teaching methods and instructional materials to meet students' varying needs, interests, and abilities, promoting inclusive education.
- Monitored progress through classwork, coursework and project marking to provide extra support for struggling students.
- Assigned homework and quizzes to gauge performance of students.
- Collaborated with parents and guardians during parent-teacher meetings to discuss student progress and address concerns.
- Monitored and recorded student attendance, punctuality, and behaviour, addressing issues in accordance with school policies.
Education
Bachelor of Science - Secondary Education Major in English
Polytechnic University of the Philippines
Maragondon CaviteSkills
Customer engagement
CRM software
Performance tracking
Up-selling techniques
Social media monitoring
Quick typing
Empathy display
Language fluency
Adaptability and flexibility
Teamwork and collaboration
Customer service
Problem-solving
Active listening
Product knowledge
Complaint handling
Industry expertise
Policy enforcement
Teamwork
Computer skills
Positive attitude
Time management
MS office
Problem-solving abilities
Multitasking Abilities
Excellent communication
Accomplishments
- Earned a TEFL certification
Certification
TEFL certified
Education
other
Languages
5,C1
Timeline
Complaints Manager
Telstra International Philippines Inc.
12.2022 - 10.2025
Customer Service Representative
Telstra International Philippines
03.2021 - 12.2022
Chat Support Representative
Freelance Virtual Assistant
01.2021 - 12.2025
Customer Service Representative
Teletech (Healthcare Account)
08.2020 - 10.2020
Complaints Manager
Teletech Telstra
07.2019 - 07.2020
Customer Service Representative
Teletech Telstra
04.2019 - 08.2019
Highschool Teacher - English
The Valley Cathedral Academy Inc.
03.2017 - 04.2019
Bachelor of Science - Secondary Education Major in English
Polytechnic University of the Philippines