Customer Service Representative
Philippines
Worked as Retail customer service representative for more than 12 years and for years Logistics Customer Service Representative. . I believe I developed excellent skills in working for the Customer Service Representative position posted. I was also upskilled several times in this field. And was chosen as well to be part of an expansion for a pioneer Line Of Business because of my dedicated performance.
Ibex - FedEx
Jun 2021 to Aug 2025
• Managed high-revenue client accounts handling critical and sensitive shipments via email and outbound calls. • Conducted in-depth case investigations and coordinated with multiple departments including terminals, warehouses, and international hubs for real-time issue resolution. • Handled pre-shipment and post-shipment activities, including quote requests, pickup scheduling, updates, and lost/damaged shipment reports. • Took full ownership of customer cases, ensuring resolution before closure while maintaining accuracy and professionalism. • Recognized for resolution-driven communication and prioritization of escalated concerns.
SITEL PHILIPPINES - JOHN LEWIS (U.K. Retail)
Feb 2020 to May 2021
JOHN LEWIS (U.K. Retail Account) – Email Customer Support – Back Office • Handled pre-sales and post-sales email support, ensuring professional and prompt written communication. • Analyzed complex customer concerns through thorough account review and research. • Delivered concise, effective, and customer-centric solutions via email.
SITEL PHILIPPINES - SEARS (U.S. Retail)
Jan 2001 to May 2020
• Negotiated and resolved customer complaints using company policy and procedure while minimizing business impact. • Delivered First Call Resolution for escalated cases, restoring customer confidence and brand trust. • Collaborated with managers and other departments for multi-level issue resolution. • Resolved post-sales delivery issues including damaged, missing, or defective items. • Applied root-cause analysis and critical thinking to propose best-case resolutions. • Consistently met performance metrics in a high-volume environment.