Customer Service Professional with 20+ Years Experience
Batangas
Goal-oriented Customer Service Professional with 20+ years of experience in multi-channel support (phone, email, LiveChat & social media).
Lead Genius, part_time
Mar 2018 to Dec 2019
• Web researched and gathered leads in accordance with client specific criteria and compiled data in a spreadsheet • Validated email addresses through bounce checking; Utilized all available tools to ensure data accuracy • Achieved weekly productivity targets and a quality score of 100%
Super English, part_time
Dec 2017 to Jan 2018
• Helped Korean students prepare for IELTS and improve their score by conducting 1on1 video classes • Provided immediate feedback and suggestions to improve their responses • Prepared attendance and progress reports
DesignCrowd, full_time
Apr 2015 to Jun 2026
• Resolved high-volume client and designer inquiries via email, LiveChat and social media consistently meeting strict response time and quality KPIs. • Prevented revenue loss by negotiating creative solutions for refund requests, ensuring successful project completion. • Exceeded monthly sales targets and productivity quotas through proactive identification of upselling opportunities. • Optimized user experience by developing and executing process improvement ideas for the platform. • Awarded Most Valuable Player (MVP) in 2020, 2023 and 2025 for exceptional performance and dedication.
Sterling Backcheck, full_time
Jun 2014 to Apr 2015
• Managed a portfolio of premium client accounts, ensuring high levels of customer satisfaction, account retention, and long-term relationship management. • Prepared and delivered client-requested reports, including billing statements, background screening orders, and screening results, ensuring accuracy and timely completion. • Served as the primary liaison between clients and internal departments, coordinating cross-functional communication to resolve Tier 1 inquiries and service issues efficiently. • Maintained accurate client records and ensured compliance with company policies, service-level agreements, and data privacy requirements.
Thomson Reuters, full_time
Mar 2005 to Mar 2014
• Targeted a 30-minute turnaround for service requests via Siebel CRM, providing second-level support for global product content. • Verified key information for global buy-side and sell-side firms through rigorous data research and phone verification. • Conducted breach analysis and internal quality monitoring to ensure strict adherence to data processes. • Received multiple awards including the Above and Beyond Award (Q1 2013), the CSN Silver Award for Performance Matters (Q1 2012 & Q4 2012), the Bronze CSN Award (August 2012) and Certificate of Excellence for Timeliness (March 2011 and April 2011)
Riscuity Asia (now Admerex), full_time
Nov 2004 to Mar 2005
• Successfully managed high-volume inbound and outbound communications with US-based debtors to resolve outstanding balances. • Communicated complex legal requirements and financial obligations to clients, ensuring all collection activities adhered to strict regulatory standards and company policies. • Negotiated customized payment plans and secured settlements by identifying viable funding sources. • Maintained meticulous records of all account activities including payment histories, legal actions, and correspondence.