Philippines Experience
Customer Service Representative
Delivered financial services support to international clients, maintaining 90%+ CSAT scores while handling high-volume inbound inquiries via phone.
• Reduced customer escalations by 10% quarter-over-quarter by proactively identifying pain points, documenting recurring issues, and recommending process improvements.
• Improved first-contact resolution rate by 15–20% through structured troubleshooting, active listening, and efficient use of internal knowledge bases and CRM systems.
• Processed and resolved account-related inquiries including billing disputes, transaction issues, and service requests in compliance with financial services regulations.
• Mentored new hires during onboarding, providing guidance on tools, escalation procedures, and client communication best practices.
Client Engagement & Social Media Associate
Managed end-to-end social media customer engagement, consistently responding to inquiries 25% faster than established SLA benchmarks across multiple platforms.
• Boosted post engagement by 12% through data-driven content scheduling, audience analysis, and campaign performance reporting.
• Strengthened brand reputation by delivering prompt, empathetic responses to customer concerns, reducing negative sentiment across social channels.
• Conducted research and compiled performance reports to identify trends, optimize messaging strategies, and present actionable insights to stakeholders.
• Collaborated with cross-functional teams remotely to align social media initiatives with broader marketing and customer experience goals.
• Maintained detailed documentation of engagement workflows, escalation procedures, and content calendars to ensure team consistency.
Experience
Customer Service Representative
Delivered financial services support to international clients, maintaining 90%+ CSAT scores while handling high-volume inbound inquiries via phone.
• Reduced customer escalations by 10% quarter-over-quarter by proactively identifying pain points, documenting recurring issues, and recommending process improvements.
• Improved first-contact resolution rate by 15–20% through structured troubleshooting, active listening, and efficient use of internal knowledge bases and CRM systems.
• Processed and resolved account-related inquiries including billing disputes, transaction issues, and service requests in compliance with financial services regulations.
• Mentored new hires during onboarding, providing guidance on tools, escalation procedures, and client communication best practices.
Client Engagement & Social Media Associate
Managed end-to-end social media customer engagement, consistently responding to inquiries 25% faster than established SLA benchmarks across multiple platforms.
• Boosted post engagement by 12% through data-driven content scheduling, audience analysis, and campaign performance reporting.
• Strengthened brand reputation by delivering prompt, empathetic responses to customer concerns, reducing negative sentiment across social channels.
• Conducted research and compiled performance reports to identify trends, optimize messaging strategies, and present actionable insights to stakeholders.
• Collaborated with cross-functional teams remotely to align social media initiatives with broader marketing and customer experience goals.
• Maintained detailed documentation of engagement workflows, escalation procedures, and content calendars to ensure team consistency.
