Customer Service Professional
Metro Manila, Taguig, Philippines
With 5 years of experience in the Customer Service and BPO industries, I am committed to consistently delivering high-quality work, recognized for my strong work ethic, organizational skills, attention to detail, and ability to surpass productivity targets. I perform well in fast-paced environments, handling multiple tasks efficiently while maintaining accuracy and quality. My career has allowed me to develop strong leadership, research, documentation, and interpersonal skills, enabling me to overcome various challenges with resilience and efficiency. I am dedicated to contributing to team success, aligning with company goals, and firmly believe that integrity and passion are essential for organizational growth.
American Avenue Property Management LLC (One CoreDev IT), full_time
Apr 2025 to Oct 2025
• Screened 30–50 rental applications daily via a third-party system, ensuring compliance with company policies, Fair Housing laws, and legal requirements. • Verified credit, income, background, and rental history to accurately assess financial capability, leasing risk, and detect potential fraud. • Managed applicant communications, following up on incomplete submissions and providing timely updates via phone, email, chat, and SMS. • Approved qualified applicants, issued denial notices, and prepared management reports on application trends, screening outcomes, and compliance metrics. • Enhanced fraud prevention by implementing a rigorous verification process, achieving 100% compliance with federal housing regulations and internal standards, minimizing legal and financial risk.
Coinbase (eTeam Workforce Private Corporation), full_time
Feb 2025 to Apr 2025
• Provide multi-channel support for Coinbase customers via messaging (live chat) and email. • Investigate, troubleshoot, and resolve customer issues while upholding high service standards. • Act as a trusted advisor by demonstrating empathy, ensuring customers feel valued, and accurately documenting issues for resolution. • Take ownership of customer concerns, apply critical thinking to resolve issues on first contact, and escalate defects as necessary. • Enhance the customer experience through education, proactive communication, and clear expectation management. • Maintain a high level of professionalism, setting performance and work ethic standards.
SiteMinder Philippines, full_time
May 2024 to Aug 2024
• Served as Acting Team Lead and Point of Contact for ad-hoc tasks and project requests, while also supporting a 24/7 rotating schedule across APAC, ASIA, EMEA, and AMERS regions. • Delivered comprehensive performance reports and insights into senior management, supporting strategic decisions and continuous process improvement. • Acted as Subject Matter Expert in Configuration and Customer Success, identifying client needs, resolving issues, and consistently meeting KPIs. • Facilitated training for new hires, conducted coaching sessions, and fostered a collaborative team culture to support growth and alignment. • Ensured balanced workloads, effective task delegation, and cross-departmental collaboration to maintain smooth operations and achieve monthly targets. • Assigned to master a new booking platform (VRBO); became highly proficient within 2–3 weeks, documented issues via Jira, developed a process library and training materials, and was appointed SME and process pioneer to train new team members. • Top Senior Performer for the month of July in the year 2024 • Successfully managed four projects within a span of five days ahead of the deadline, contributing to increase company revenue in June.
SiteMinder Philippines, full_time
Jun 2023 to May 2024
• Delivered back-end technical support and troubleshooting for SiteMinder, an Australian SaaS company in the hospitality industry, ensuring seamless product configuration and prompt issue resolution via email and chat. • Assisted internal and external customers with platform setup, configuration (including mapping hotel rates, inventory, and room types), troubleshooting, and testing for system issues or bugs. Handled account authentication and managed integrations between Property Management Systems (PMS) and third-party booking channels. • Provided exceptional onboarding and customer success support by building trusted relationships, driving customer retention, managing billing and contract renewals, and identifying upselling and cross selling opportunities to maximize customer value and satisfaction. • Analyzed customer setups and provided strategic insights to optimize product usage and increase guest acquisition across platforms such as Airbnb, Booking.com, and Expedia. • Managed support tickets within SLA and KPI targets, escalating complex cases when needed and prioritizing workloads across global regions (APAC, ASIA, EMEA, AMERS). • Supported a 24/7 rotating roster, adhering to security protocols and ensuring compliance with internal processes while addressing both technical and service-related concerns • Top Performer for the month August in 2023.
TELUS Digital Philippines, full_time
Feb 2021 to Apr 2023
• Handled inbound/outbound calls, emails, and Google Chat to resolve inquiries from new and existing customers, ensuring excellent service. • Managed and resolved tickets via LYNX and i800 Freshdesk, escalating issues when necessary and delivering timely, professional solutions. • Coordinated with major telecom clients (AT&T, Cogeco, Rogers, Bell, Shaw) through Google Meet for project discussions and implementation. • Maintained and analyzed large spreadsheets with client data to support accurate service alignment and reporting. • Documented meetings created Minutes of Meeting and ensured follow-through on action items to support ongoing projects and initiatives. • 3-time nominee for the “We Passionately Put our Customers and Communities First” • Won an award for “We Passionately Put our Customers and Communities First” • Top Performer for the month of June, August, and November in year 2021 • Over-all Top Performer for Quarter 1, 2, and 4 in Year 2022