Customer Serive Representative/Escalation Agent
Benguet
I have over 10 years of combined work experience, including more than 6 years of remote work. I worked as a Customer Service Representative for 6 years, where I handled customer inquiries, billing concerns, shipping issues, and product information. I also served as an escalation agent, managing complex customer concerns and ensuring timely and accurate resolutions to create a positive customer experience. When handling difficult customers, I remain calm, take the time to understand their concerns, and respond with empathy while working toward an effective resolution. In addition to this role, I have experience as a fraud analyst, collections agent, outbound sales representative, and medical receptionist. These diverse roles have strengthened my ability to handle different types of customers and adapt my communication style to match their needs and behavior.
Helpgrid Philippines , full_time
Mar 2023 to Feb 2026
I contacted customers who had abandoned their carts, identified their concerns, handled objections, and clearly explained the product benefits, terms, and conditions. I then guided and persuaded them to complete their purchase.
Administrative Assistantant/Medical Receptionist, full_time
Jan 2022 to Feb 2023
Managed calendars and inboxes, scheduled, canceled, and rescheduled appointments, and coordinated closely with medical practitioners regarding their schedules. Created invoices and handled inbound calls for general inquiries, ensuring accurate information and a smooth patient experience.
Fraud Analyst/Credit Card collection Agent , full_time
Jan 2019 to Sep 2021
Handled complex fraud-related concerns by thoroughly investigating account activities, including reviewing details such as check alterations, signatures, and unusual transaction patterns. Conducted collections calls, working closely with customers to help them understand the impact of delinquent accounts and guiding them toward appropriate solutions.
Sitel Philippines , full_time
Jan 2016 to Dec 2018
Handled incoming calls to assist with booking inquiries, including flight reservations, rescheduling, and cancellations. Managed complex customer concerns and escalated calls when necessary. Ensured all issues were resolved accurately and in a timely manner while maintaining professionalism throughout each interaction.
IBM -Concentrix, full_time
Sep 2012 to Dec 2015
Handled fund transfers between accounts and addressed customer inquiries related to billing and overdue accounts. Monitored calls and provided constructive feedback to agents to support performance improvement and service quality.