Customer Support Specialist
Batangas, Lipa, Philippines
Customer-focused professional with over 4 years of experience in customer service across retail, customer retention, healthcare, and business information services. Skilled in providing support via phone, email, chat, and CRM systems, resolving customer inquiries, processing account and billing requests, maintaining accurate records, and building positive client relationships through clear and professional communication. Experienced in researching and verifying business information, preparing reports, and ensuring data accuracy while delivering exceptional customer experiences. Highly organized, proactive, and adaptable, with strong problem-solving and multitasking abilities in fast-paced, remote work environments. Proficient in Microsoft Office (Excel, Word, PowerPoint), Google Workspace, CRM systems, Avaya, Cisco, Canva, CapCut, and social media platforms including Facebook and Instagram.
Concentrix, full_time
Feb 2024 to Present
Researched, collected, and verified business information using internal databases and reliable online sources. Updated and maintained company profiles, contact details, financial information, and other business data to ensure accuracy and completeness. Conducted data research and validation to identify discrepancies, duplicate records, and outdated information. Used CRM and database systems to document research activities, update records, and maintain accurate customer and business information. Handled customer and business-related inquiries through phone, email, and other communication channels. Assisted clients by providing accurate information and resolving account or data-related concerns. Performed data entry and quality checks while meeting productivity, accuracy, and turnaround-time targets. Followed established procedures for data privacy, quality assurance, and information handling. Managed multiple tasks and high-volume workloads while maintaining attention to detail and accuracy. Collaborated with team members to meet daily and monthly performance goals.
Alorica, full_time
Jun 2023 to Dec 2023
Assisted customers through phone, email, and chat with orders, deliveries, returns, refunds, payments, and account-related concerns. Resolved customer issues efficiently by identifying the root cause and providing appropriate solutions based on company policies and procedures. Assisted with order tracking, cancellations, replacements, refunds, and delivery concerns. Handled billing and payment inquiries while ensuring accurate account information and transaction details. Managed high-volume customer interactions while maintaining professionalism, empathy, and excellent service. De-escalated difficult customer situations and addressed complaints with patience and effective problem-solving. Documented customer interactions, resolutions, and follow-up actions accurately in CRM and customer service systems. Coordinated with relevant teams or departments to resolve complex concerns and ensure timely resolution. Maintained customer satisfaction by providing clear, accurate, and personalized assistance. Consistently met quality, productivity, customer satisfaction, and adherence targets in a fast-paced e-commerce environment.
Teletech, contract
Oct 2022 to Feb 2023
Assisted members with health insurance benefits, coverage, claims, eligibility, and account-related inquiries. Provided support through phone and other communication channels while maintaining professionalism, empathy, and confidentiality. Explained healthcare benefits, plan details, coverage requirements, and member responsibilities in a clear and easy-to-understand manner. Assisted members with claims status, billing concerns, provider information, and benefit questions. Verified member information and eligibility while maintaining accuracy and following established procedures. Researched and resolved customer concerns by reviewing account and benefit information and providing appropriate solutions. Handled sensitive member information in accordance with privacy, security, and healthcare data-handling requirements. Documented customer interactions, inquiries, and resolutions accurately in CRM and healthcare systems. Escalated complex issues to the appropriate department when necessary and followed up to support timely resolution. Maintained productivity, quality, customer satisfaction, and compliance standards in a high-volume healthcare customer service environment
ResultsCX, full_time
Sep 2021 to Aug 2022
Assisted customers with subscription plans, account management, billing, payments, and service-related concernsthrough phone and other communication channels. Processed subscription upgrades, downgrades, renewals, cancellations, and reactivations accurately. Helped customers troubleshoot issues related to service access, account activation, and radio or streaming services. Addressed billing discrepancies, payment concerns, and account questions while providing clear and accurate resolutions. Handled customer retention and cancellation requests by identifying customer concerns and presenting suitable options to encourage continued service. De-escalated difficult customer interactions by demonstrating empathy, active listening, and effective problem-solving. Recommended appropriate plans, features, or solutions based on customer needs and account history. Maintained accurate customer records and documented interactions, resolutions, and follow-up activities in CRM systems. Managed high-volume customer interactions while maintaining professionalism, accuracy, and efficiency. Consistently worked toward customer satisfaction, quality, productivity, and retention targets.