ZARA MARIA GUBATAN
Tagaytay City
Summary
Experienced with managing client relationships and delivering exceptional service. Utilizes effective communication to resolve issues and enhance client satisfaction. Track record of fostering client loyalty and ensuring seamless client interactions.
Overview
9
9
years of professional experience
Work History
Client Relations/Account Management
MyLAB Box Inc
01.2024 - 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.
12.2021 - 01.2024
- 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.
Fulfillment Manager
MyLAB Box Inc
12.2020 - 12.2021
- 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 Lead
myLAB Box Inc
01.2020 - 12.2020
- 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.
Customer Service Representative
myLAB Box Inc
05.2018 - 01.2020
- 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
03.2017 - 05.2018
Customer Service Representative
Credit Card Services / Capital One SITEL
11.2015 - 12.2016
Education
National Certificate NC II Commercial Cooking -
Basic Hotel Operation -
Hotel Salcedo De Vigan
Restaurant Management -
Asian Institute of Science and Technology
National Certificate NC II Housekeeping -
National Certificate NC II Food & Beverages NC II -
Skills
- Teamwork and Collaboration
- Problem-Solving
- Multitasking Abilities
- Excellent Communication
Timeline
Client Relations/Account Management
MyLAB Box Inc
01.2024 - Current
Lead Subject Matter Expert
MyLAB Box Inc.
12.2021 - 01.2024
Fulfillment Manager
MyLAB Box Inc
12.2020 - 12.2021
Customer Service Lead
myLAB Box Inc
01.2020 - 12.2020
Customer Service Representative
myLAB Box Inc
05.2018 - 01.2020
Customer Service Representative Team of Experts/Accounts Assistant
T-MOBILE IQOR
03.2017 - 05.2018
Customer Service Representative
Credit Card Services / Capital One SITEL
11.2015 - 12.2016
Basic Hotel Operation -
Hotel Salcedo De Vigan
Restaurant Management -
Asian Institute of Science and Technology
National Certificate NC II Housekeeping -
National Certificate NC II Food & Beverages NC II -
National Certificate NC II Commercial Cooking -
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