2010
BS Economics
University of Eastern Philippines
My Skills and Competencies
Social Media Management
Graphic Designer
Data Entry
Content Creator
Customer Service
Certificates
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My Experience and Education
April, 2019
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October, 2022
Sutherland
(Customer Service/ Technical Support)
Disney+ Support
We ensure that our members will have a smooth and enjoyable entertainment experience. We help customers navigate the digital world of streaming.
Core Responsibilities:
1. Resolve technical issues: Troubleshoot streaming problems, such as buffering,
playback errors, connection issues, and device compatibility. Guide users through
steps to resolve issues independently or escalate complex problems to technical
teams.
2. Answer account inquiries: Address questions about subscriptions, billing, account
management (passwords, profiles), and content access. Explain different subscription
plans, promotional offers, and payment options.
3. Provide content support: Assist users in finding content, navigating the app's
interface, using search functions, and managing watchlists. Answer questions about
available shows, movies, and features.
4. Handle customer complaints: Address concerns about service quality, content issues,
billing disputes, and technical glitches. Strive to resolve complaints efficiently and
fairly, escalating when necessary.
5. Gather user feedback: Collect information about customer experiences, identify
common issues, and suggest improvements to the app or service.
6. Stay up-to-date: Maintain current knowledge of the streaming app's features,
content library, updates, and policies.
7. Promote a positive brand image: Represent the streaming service with
professionalism, enthusiasm, and a commitment to customer satisfaction.
January, 2018
-
Feb, 2019
TDCX
(Tier 2 (Case Manager))
Airbnb Customer Service Representatives are passionate about travel and dedicated to ensuring every guest and host has a positive experience. They are the friendly voice of Airbnb, resolving issues, answering questions, and going the extra mile to create a sense of belonging for all users.
Core Responsibilities:
1. Resolve customer inquiries: Address a wide range of questions and concerns from guests and hosts through various channels (phone, email, chat). This may include:
a. Booking assistance: Helping with reservations, modifications, cancellations, and
refunds.
b. Account support: Troubleshooting login issues, updating profiles, and answering
questions about payments.
c. Listing inquiries: Assisting hosts with managing their listings, setting prices, and
understanding Airbnb policies.
d. Resolution support: Mediating disputes between guests and hosts, addressing
complaints, and finding fair solutions.
As a Case Manager, we assist Tier 1 in resolving a case.
Core Responsibilities:
1. Handle escalated cases: Receive and manage customer issues escalated from Tier 1
support, requiring in-depth investigation and troubleshooting.
2. Customer advocacy: Act as a liaison between the guest and the host to resolve complex issues.
3. Knowledge base contribution: Contribute to the development and maintenance of the company's knowledge base by documenting solutions.
June, 2023
-
October 27, 2023
Amazon
(Customer Service (Project-based))
Amazon Customer Service Associates are the front line of Amazon's commitment to customer satisfaction. They are responsible for resolving customer inquiries and issues through various channels like phone, email, and chat. Here's a breakdown of what we do:
Core Responsibilities:
1. Resolve customer inquiries: Answer questions about products, orders, deliveries, payments, and account issues.
2. Process requests: Handle order modifications, returns, refunds, and exchanges.
3. Provide information: Guide customers on how to use Amazon's website and services, including navigating the site, placing orders, and tracking shipments.
4. Gather customer feedback: Collect information about customer experiences to identify areas for improvement.
5. Maintain a positive attitude: Represent Amazon with professionalism and empathy, even when dealing with challenging situations.
6. Adhere to policies: Follow Amazon's guidelines and procedures for customer service.
Dec, 2024
-
Present
Cognizant
(Health Insurance Customer Service)
Customer service representatives in the health insurance industry play a crucial role in helping people navigate the often-complex world of healthcare coverage. They are the primary point of contact for customers with questions about their plans, benefits, claims, and more.
Core Responsibilities:
1. Answer inquiries: Respond to customer questions about their health insurance plans, including coverage details, benefits, eligibility, and provider networks.
2. Explain complex information: Clearly communicate information about insurance policies, procedures, and healthcare regulations in a way that customers can understand.
3. Resolve issues: Assist customers with problems related to claims, billing, enrollment, and other policy-related matters.
4. Process transactions: Handle tasks such as updating customer information, processing payments, and managing policy changes.
5. Provide support: Offer guidance and assistance to customers navigating the healthcare system, including finding providers, understanding their treatment options, and accessing their benefits.
6. Maintain records: Keep accurate records of customer interactions and transactions in accordance with company policies and regulations.
7. Adhere to regulations: Comply with all relevant healthcare laws and regulations, including HIPAA (Health Insurance Portability and Accountability Act).
My Services
Customer Service
Provides excellent customer service.
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.