2000
Bachelor of Science in Hotel and Restaurant Management
Philippine Women's College of Davao
More Info About Me
As a Customer Service Agent, I bring 3 years of expertise in providing exceptional service and delivering personalized solutions to customers. I have had the privilege of serving diverse client bases in industries such as healthcare, logistics and online services. My strong communication skills allow me to connect with customers, actively listen to their needs, and provide timely and accurate information. I excel in problem-solving, leveraging my analytical thinking to identify root causes and resolve issues efficiently. My genuine empathy enables me to understand and empathize with customers, ensuring their concerns are addressed with care and compassion. I am committed to promote long-term customer loyalty by consistently delivering outstanding service and exceeding expectations. I want to belong to a company who believes in my capabilities as a premier customer service agent so let's collaborate to create exceptional customer experiences that drive satisfaction and loyalty. I am also a mother of a beautiful boy with special needs. I am so blessed with what I have right now but still I want to give the best for my son.
My Skills and Competencies
Social Media Management
Graphic Designer
Data Entry
Content Creator
Certificates
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My Experience and Education
2023
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2023
City Health Office of Davao
(Call Taker and Data Encoder)
In addition to providing support to hospitals and Barangay Health Centers, our role involves data entry for various COVID-19 related services. We assist in handling COVID-19 patient requests for home isolation, accurately encoding the necessary information. Furthermore, we ensure that COVID-19 patients experiencing adverse effects after receiving vaccines are connected with doctors for appropriate medical attention.
Moreover, we extend our assistance to all COVID-19 patients and individuals facing depression by facilitating connections with psychologists who can provide the necessary support. This involves encoding relevant details and maintaining data confidentiality.
Additionally, we coordinate with the 911 team to address patient inquiries or concerns specifically related to COVID-19. Through efficient data entry and communication, we ensure that patient information is accurately recorded and promptly shared with the appropriate parties for timely resolution.
2022
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2023
Vaccine Cluster Office for COVID-19 - City Health Office of Davao
(Call Taker)
We provide comprehensive assistance to clients regarding COVID-19 vaccinations, irrespective of the brand or vaccination site they choose. We guide them through the process, addressing any concerns or queries they may have.
Additionally, we assist clients in obtaining their vaccination certificates, providing them with all the necessary information and guiding them on how to access it online.
In case of any issues with vaccination cards, we are there to support clients and help them understand the requirements for obtaining a new one. We handle their concerns with utmost care and ensure that they have the necessary information and assistance throughout the process.
As part of our commitment to maintaining accurate records, we diligently perform data entry into Google spreadsheets for all calls and information requests received. This ensures that client details are properly documented and easily accessible for future reference.
2020
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2021
Kreatv Online Services
(Sales & Customer Support Specialist)
In our team, we play a vital role in providing exceptional client support and managing sales bookings across various social media platforms, including Facebook, Instagram, Zohomail, and Shopify. Our responsibilities encompass efficiently downloading new orders from Shopify and transferring them to a Google spreadsheet. We meticulously confirm each new order through calls or SMS, ensuring all details are accurate and validated.
A significant part of our role involves making follow-up calls to provide updates on various scenarios, such as replacements, failed delivery attempts, RTS parcels, lost baggage, and phased-out files. We extend our assistance to clients by keeping them informed about their parcels, facilitating request changes, processing replacement orders, and handling refund requests. Moreover, we collaborate closely with the fulfillment team, supporting them in tasks like tagging, packing, and sorting orders before dispatch.
To deliver comprehensive support, we promptly address all client questions, requests, claims, and general inquiries received through Facebook and Instagram using Pancake. Additionally, we diligently manage Shopee orders, responding to various requests, processing orders, handling claims, and attending to general inquiries via Shopee chat. Effective coordination with the fulfillment team is vital for facilitating express delivery and pick-up orders at the office as requested by our valued clients.
I am delighted to have an extra responsibility as an online host for PasaliPH, which is an engaging role that the owner has entrusted to me as a side hustle. I am eager and enthusiastic about fulfilling this task.
2020
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2020
DHL Philippines
(Customer Service Advisor and Backline Advisor)
As a valued member of the Frontline team, our role is to ensure a seamless experience for clients by providing shipment quotes and bookings, assisting with incoming shipments, and addressing their concerns promptly. We take the initiative to initiate traces and provide timely updates to keep clients informed about their shipments, including delivery schedules and new consignee information. Staying up-to-date on product knowledge and company policies is a priority, enabling us to provide accurate information to clients. We offer flexible payment options, such as credit card or upon delivery, for duties and taxes. Our commitment extends to promptly responding to all email inquiries and guiding clients in utilizing the DHL website for payment and booking convenience. The positive commendations received from customers reflect our dedication to exceptional service.
As a valuable member of the Backline team, we excel in handling escalated calls when clients require the assistance of a supervisor. Our expertise lies in resolving intricate issues, such as damaged or missing items, switched shipments, updated consignee information, customs clearance delays, and more. We pay meticulous attention to detail, ensuring that all necessary paperwork is efficiently processed for returned, undelivered, damaged, or missing shipments. Keeping clients informed is paramount, which is why we prioritize providing daily updates on their shipment concerns in a timely manner. Collaborating closely with our network DHL counterpart is essential for effectively resolving both inbound and outbound shipment issues. Continuous collaboration with the management team allows us to stay well-informed about any changes in company policies and product knowledge. As part of our unwavering commitment to providing comprehensive support, we diligently address all email inquiries under Customer Care and Special Account, guaranteeing prompt and accurate responses for our valued clients.
2019
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2020
Teleperformance Philippines
(Customer Service Representative)
As a newbie in this role, I have received numerous 5-star ratings weekly, which is the highest rating one can receive. Here are the services we provide to our members:
We assist members in verifying the status of their active policies for medical and dental coverage. Additionally, we handle the processing of their monthly premium payments through various methods such as check by phone, debit and credit card, check by mail, or cash.
We support members in making changes to their primary care physicians or verifying if their doctors are in-network. We cater to the specific HMO or PPO plans of our members.
Our team is available to help members obtain ID cards and policy kits upon request, ensuring they have the necessary documentation.
We gather all the required information from members before connecting them to claims and benefits, Medicare, Medicaid, the provider line, and the marketplace. We also process policy cancellations based on members' requests. Furthermore, we provide guidance and walk-throughs for members navigating the Blue Access for Members website, promoting ease of use.
By providing comprehensive assistance and maintaining a high level of customer satisfaction, we strive to ensure that our members' needs are met effectively and efficiently.
2018
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2018
Telus Philippines
(Courier Service Representative)
Our team provides assistance to Caviar couriers, supporting them with their daily tasks.
We coordinate with couriers using live chat and calls to manage various aspects such as their current location, estimated arrival time at the restaurant, rerouting needs, GPS locations, changes in diners' food orders and addresses, reroute and wait time charges, as well as any accidents occurring to and from the restaurant.
We also work closely with the Diner Service Support team to coordinate information regarding the courier's time of arrival, any changes in the food orders, and additional charges, ensuring a smooth dining experience for customers.
Additionally, we collaborate with the San Francisco Hub Team specifically for VIP and Corporate orders that have a food order value of $500 and above. This involves coordinating the necessary details to ensure the timely and accurate delivery of these high-value orders.
My Services
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
Content Creator
Promote companies' products and services by developing copy for websites, social media, marketing materials.