2010
Bachelor of Science in Entrepreneurship
University of Nueva Caceres
More Info About Me
Proactive and results-driven professional with 8+ years of experience in customer support, technical, marketing/sales, trust & safety, collections, and administrative operations. Specialized in customer service, finance, e-commerce, healthcare, energy, and IT services across the U.S. and Australian markets. Skilled at enhancing client satisfaction, streamlining compliance, and supporting high-volume teams with 95–100% accuracy. Strong communicator with a commitment to service quality, time management, and continuous process improvement.
CORE SKILLS:
-Customer Support (Voice/Email/Chat) – Tier 1–3, Conflict Resolution, Policy Enforcement
-CRM & Tools – SAP, Salesforce, Cherwell, Zendesk, HubSpot, Oracle, Ariba
-Admin & VA Support – Email & Calendar Management, File Handling, Reporting, Scheduling
-Technical & Helpdesk Support – Tier 1, Remote Troubleshooting, Software Setup
-Medical Claims Processing, HIPAA Compliance & Data Privacy, Insurance Eligibility & Benefits Verification
-Finance/Claims – AP/AR, Deductions, Collections, Billing & Invoicing (SAP, Ariba)
-Social Media Assistance – Facebook Page Management, Basic Ads Strategy
-Communication – English C1 (EF SET), Zoom, Slack, Skype
-Digital Tools – Google Workspace, MS Office, Canva, Notion, Adobe
My Skills and Competencies
Customer Service Rockstar
Social Media Management
Graphic Designer
Data Entry
Content Creator
Certificates
My Experience and Education
2014
-
2015
Jollibee Foods Corporation
(Store Marketing Manager - South Luzon Area, Metro Manila)
- Responsible for local store marketing activities, implementation, and post evaluation via manual/digital survey or client feedback.
- Responsible for customer loyalty and brand awareness programs (nationwide and areawide promos) within the retail trade area.
- Ensure availability of all merchandising materials and stocks in the store.
- Ensure achievement of targets including but not limited to the highest quality in food, service, cleanliness and
condition during the shift.
- Ensure timely submission of reports and compliance to all QSR checklists including customer care and standard operating procedures during the shift.
- Conducts performance appraisals and evaluation for contractual employees and provides training as part of job improvement.
2012
-
2014
Convergys Philippines (now Concentrix)
(Senior Customer Service Associate)
- Customer service skills and ability to resolve customer issues based in USA.
- Assist customers with troubleshooting and billing issues for cable and internet services.
- Excellent listening and questioning technique with the ability to acknowledge the customer issue, display
empathy and concern over their problem, analyzing the root cause and reassuring the customer of resolution.
- Ability to multitask.
- Advance in computer skills; ability to navigate multiple screens and programs.
- Willingness and ability to up-sell additional features and services to existing customers to generate revenue for our client.
- Problem solving and critical thinking skills; ability to think outside the box
- Ability to collaborate among team members and share inputs for the project.
2017
-
2022
Accenture
(Customer Service Specialist)
-Assisting US clients through phone, chat, email or tickets raised via ticketing portal
following proper incident management processes and follow-up.
-Log, validate and diagnose user issues, on the full range of products and
software applications used.
-Provide users with a solution through information gathering, analytical
troubleshooting and problem research, or route or escalate the user to the
appropriate resolution group.
-Responsible for escalation and management of interaction and asking for
feedback.
-Being responsive to clients call, email or chat whilst following the principles
and procedures of the quality management system.
-Contribute to continuous improvement of the service via updating document
procedures.
-Meet balanced scorecard targets set in the project assigned per daily, monthly
and quarterly
-Customer Service Best Agent in 2017-2020
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.
Customer Service Specialist
Customer Service Success