ZHASY LOU DEL PILAR
San Isidro
Summary
Experienced professional with a strong background in customer interactions and service solutions, demonstrating expertise in conflict resolution, communication, and problem-solving. I consistently ensure customer satisfaction and loyalty. An effective team collaborator, I adapt to changing needs and remain consistently focused on achieving results through efficient and empathetic service. Recognized for reliability and a proactive approach in meeting customer and organizational goals, I bring years of experience and training as a CSR/TSR, constantly evolving and growing. With strong creative and analytical skills, I am a team player with an eye for detail, successfully handling accounts both on the phone and in the back office. Additionally, I am open to working on graveyard shifts to accommodate business needs.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Intel Assist Inc.
04.2023 - Current
- 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.
- Process return/replacement/refund for product with issues via phone and has extensive knowledge with back end process of said process.
- Responded to customer requests for products, services, and company information.
Healthcare Customer Service Representative
Sequential Tech
09.2022 - 04.2023
- Promoted on my 2nd month as Senior Agent
- Trained to do Supervisor calls/Escalation
- Assist advocates in need of consultation
- Utilized problem-solving skills when faced with unexpected situations or emergencies within the healthcare setting.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
Technical Support Specialist for Samsung
Concentrix
08.2020 - 09.2022
- Process claims for refund or exchange
- Chat support for a inbound consultation
- Resolved multiple technical support inquiries per day.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Achieved high first-call resolution rates through diligent troubleshooting efforts and comprehensive product understanding.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
Customer Support for Project Home (Airbnb)
TDCX (Teledirect)
05.2019 - 07.2020
- Customer Education for reservations
- Perform Inbound, Email and Chat support for Host and Client
- Process refund, cancellation and negotiate for both member and host
- Managed high-volume inbound calls, providing exceptional service to customers in need of assistance.
- Reduced escalations by effectively addressing concerns at the first point of contact whenever possible.
- Adhered to company policies, procedures and system documentation requirements.
- Established positive relationships with clients through proactive communication and attentive listening skills.
- Provided expert guidance for customers navigating complex products or services, leading to greater understanding and satisfaction.
- Upheld strict confidentiality standards when handling sensitive customer information, instilling trust among clientele.
Education
Bachelor of Science - Management
ABE International Business And Accountancy
01-2007
Secondary School -
Francisco P Felix Mem National Highschool
01.2006
Skills
- Strong Communication
- Administrative support
- Technical support
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Product knowledge
- Order processing
- Customer education
- Delivery scheduling
ABOUT ME
- Date of Birth: September30,1988
- Place of Birth: Quezon City
- Civil Status: Single
- Citizenship: Filipino
- Languages: English and Filipino
- Religion: Christian
Languages
English
Intermediate (B1)
Timeline
Customer Service Representative
Intel Assist Inc.
04.2023 - Current
Healthcare Customer Service Representative
Sequential Tech
09.2022 - 04.2023
Technical Support Specialist for Samsung
Concentrix
08.2020 - 09.2022
Customer Support for Project Home (Airbnb)
TDCX (Teledirect)
05.2019 - 07.2020
Bachelor of Science - Management
ABE International Business And Accountancy
Secondary School -
Francisco P Felix Mem National Highschool
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