Customer Service & Retention
Technical Troubleshooting & Product Expertise
Research & Data Entry
Video Editing
Social Media Management
Graphic Design

Google Workspace
Microsoft Office
Canva
LiveChat
Intercom
Gladly
Slack
Zendesk
JIRA

Bachelor of Science in Information Technology
Our Lady of Lourdes Tech. College
1st Year Undergraduate | 2010 - 2011

I bring six years of valuable experience in customer service to the table. Throughout my career, I've cultivated flexibility and reliability as key traits, ensuring that I consistently deliver top-notch service to customers. In my previous role, I embraced the freelance lifestyle, working as a contractor from the comfort of my home. This experience honed my ability to manage time effectively and excel in a remote work environment.

Customer Support Agent
Red Pocket Mobile
Feb 24, 2022 - Jan 28, 2024
I managed emails and inbound/outbound calls to follow up with dealers, ensuring their needs were met promptly. I provided exceptional customer service via phone, email, and chat, including basic troubleshooting and coordinating with other teams for optimal solutions. Additionally, I performed data entry and efficiently managed the database to maintain accurate and up-to-date records.

Customer Service Representative
Inspiro
Oct 22, 2021 - Jan 2, 2022
It was a seasonal campaign where I provided product information via phone, live chat, and email, tracked orders, processed refunds, and accurately documented customer interactions.

Customer Support Agent
Red Pocket Mobile
Aug 27, 2018 - Aug 27, 2019
As a rock-star customer support representative, I handled inbound and outbound calls for dealers, assisted customers via live chat, phone, and email, performed basic troubleshooting, resolved tickets, and escalated priority issues to the appropriate team members. Additionally, I conducted call evaluations, conducted outbound sales, and supported other departments by completing any assigned tasks.

Sales Associate | Chat Support
Convergys
Apr 21, 2014 - Oct 4, 2016
I provided accurate information about products and services via live chat,processed orders, and resolved customer issues and complaints efficiently. Ialso identified opportunities for new sales by up-selling and cross-selling toestablished customers and focused on customer retention.

Customer Service Representative
California Telemarking Inc.
Jun 17, 2013 - Apr 18, 2014
handled inbound calls to assist customers with their applications and renewals for free phone services. My responsibilities included guiding customers through the process, addressing inquiries, and ensuring they met the necessary requirements to receive the service.

Hazel Vergara
Red Pocket Mobile / QA Manager
Contact No.: +63-945-778-5014
Email: MVergara@goredpocket.com