ZARA MARIA GUBATAN
Lead Subject Matter Expert, Client Relation/Account Management
Tagaytay City
Summary
Focused and reliable bringing high enthusiasm and extensive knowledge of good customer satisfaction. Proven history of excellent customer service and conflict resolution skills. Dedicated to accuracy and streaming systems for efficient work. Personable customer service professional offering over 10 years of experience resolving account and service concerns for customers. Smoothly uncovered and solved challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Overview
4
4
years of post-secondary education
Work History
Client Relations/Account Management
MyLAB Box Inc.
02.2024 - Current
- Maintaining client communication
- Resolving issues quickly and effectively
- Meeting clients expectations and satisfaction
- Making sure we provide only best service to satisfy client
- Handling onboarding calls with new clients
Lead Subject Matter Expert
MyLAB Box Inc.
01.2024 - Current
- Problem-solving ability. Creating and providing effective solutions when unexpected challenges arise or issues occurs.
- Collaborating with other teams in the most productive ways.
- Able to oversee a project from start to finish.
- Supporting the Customer Service Team and handling managerial escalations.
- Supporting the Fulfillment and Sales team by communicating with clients.
Customer Service Lead
myLAB Box Inc
- Coached new team members on service techniques and provided scoring through quality assurance program
- Planned schedules and workflows based on expected customer demands
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations
- Maintained accurate and current customer account data with manual forms processing and digital information updates
- Trained, oversaw and mentored new team members to strengthen performance and job expertise.
Fulfillment Manager
myLAB Box Inc
- Tracked delivery goals and developed improvement plans to correct deficiencies
- Monitored inventory levels and collaborated with vendors to meet needs
- Used advanced planning tools to balance service, inventory and resource utilization levels
- Monitored and maintained high level of on-time delivery reliability service and performance
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Customer Service Representative
myLAB Box Inc
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Responded to customer requests for products, services and company information
- Answered customer telephone calls promptly to avoid on-hold wait times
- Offered advice and assistance to customers, paying attention to special needs or wants
- Answered constant flow of customer calls with up to 5 calls in queue per minute
- Recommended test kits to customers, thoroughly explaining details.
Customer Service Representative Team of Experts/Accounts Assistant
T-MOBILE IQOR
- Performed administrative and clerical duties such as word processing, data entry
- Organized data into multiple spreadsheets to streamline data
- Prepared itemized statements, bills or invoices and recorded amounts due
- Reviewed figures, postings and documents for correct entry, completeness and accuracy
- Communicated and resolved disputes with clients regarding outstanding invoices, payments and adjustments
- Communicated regularly with customers regarding account questions and issues.
Customer Service Representative
Credit Card Services / Capital One SITEL
- Provided primary customer support to internal and external customers in fast-paced environment
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Wine Steward and Audio Analysis
Reimo's Place Grill and Bar
1 2014
- Managed cellar and beverage storage maintenance to prevent inventory spoilage
- Inventoried bar supplies regularly to quickly identify supply shortages and detect problems such as theft
- Directed teams to keep workstations clean and neat for professional customer appeal.
Education
National Certificate NC II Commercial Cooking -
Vigan, Ilocos 10.2012 - 05.2013
Basic Hotel Operation - undefined
Hotel Salcedo De Vigan
Vigan, Ilocos 01.2012 - 05.2015
Restaurant Management - undefined
Asian Institute of Science and Technology
Dasmarinas, Cavite 04.2013 - 05.2013
National Certificate NC II Housekeeping - undefined
National Certificate NC II Food & Beverages NC II - undefined
Skills
Focused and reliable
Excellent customer service
Conflict resolution
Accuracy
Teamwork
Critical thinking
Detail-oriented
Excellent work ethic
Excellent problem-solving skills
Very good technical support
Very good account management
Excellent stock management
Excellent stocking and replenishing
Excellent communication skills in English
Flexible & adaptable
Creative problem solver
Timeline
Client Relations/Account Management
MyLAB Box Inc.
02.2024 - Current
Lead Subject Matter Expert
MyLAB Box Inc.
01.2024 - Current
Restaurant Management - undefined
Asian Institute of Science and Technology
04.2013 - 05.2013
National Certificate NC II Commercial Cooking -
10.2012 - 05.2013
Basic Hotel Operation - undefined
Hotel Salcedo De Vigan
01.2012 - 05.2015
Customer Service Lead
myLAB Box Inc
Fulfillment Manager
myLAB Box Inc
Customer Service Representative
myLAB Box Inc
Customer Service Representative Team of Experts/Accounts Assistant
T-MOBILE IQOR
Customer Service Representative
Credit Card Services / Capital One SITEL
Wine Steward and Audio Analysis
Reimo's Place Grill and Bar
1 2014
National Certificate NC II Housekeeping - undefined
National Certificate NC II Food & Beverages NC II - undefined
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