Skills
Customer Service Representative
10+ Years
Experience highlights
Quality Assurance Specialist
Alta Resources
·
September/2018
–
Present
Performed quality audits across voice, chat, and email channels to ensure compliance with client and company standards. Analyzed performance trends, identified improvement opportunities, and provided actionable feedback to agents. Facilitated calibration sessions to maintain scoring consistency and collaborated with Operations and Training teams to resolve quality concerns, enhance performance, and drive continuous process improvement.
Customer Service Representative
TELUS International
·
August/2014
–
Present
Handled customer support via phone, chat, and email.
Resolved inquiries and issues while meeting quality and productivity KPIs.
Customer Support Representative
Total Net Research and Marketing
·
July/2013
–
Present
Provided customer support through chat, email, messaging platforms, and phone, ensuring timely and professional
responses.
Accurately documented customer orders and interactions using system notes and comments.
Consistently met performance goals and sales targets while maintaining service quality standards.
Assistant Supervisor / Customer Service Representative
SPI Global / Straive
·
January/2010
–
Present
Handled supervisory and escalation calls, resolving complex customer concerns and ensuring customer satisfaction. Monitored production floor performance, providing real-time support and guidance to agents. Communicated critical operational and customer issues to clients, managed inbound inquiries and complaints, and supported daily operations to maintain service levels, performance standards, and business continuity.
Customer Care Officer
Pilipinas Teleserv Inc.
·
March/2008
–
Present
Handled high-volume inbound customer calls in a fast-paced environment.
Provided accurate information on products, promotions, and services.
Resolved customer inquiries and complaints while maintaining a positive customer experience.
