Alyana Mateo

12+ years of experience in customer service, client relations, sales, and administrative support, with strong expertise in customer communication, issue resolution, and client relationship management. Experienced in supporting travel and telecommunications accounts, handling customer inquiries, bookings, cancellations, escalations, and service-related concerns in fast-paced environments. Currently providing administrative and client support for a remote US client, with experience handling confidential information, coordinating appointments, and managing multiple priorities.

Known for clear communication, professionalism, adaptability, and a strong commitment to delivering positive customer experiences.

Concierge / Legal Assistant - Rondesse - Remote – US Client

(2024-04 - 2026-08)

Provide professional client and administrative support in a remote US-client environment.

• Coordinate appointments, communications, and client inquiries while ensuring timely and accurate assistance.
• Maintain confidential client information and documentation with professionalism and discretion.
• Assist with administrative tasks, scheduling, documentation, and other day-to-day requirements.
• Manage multiple priorities while maintaining accuracy, organization, and professional communication.

Customer Support Representative - Sutherland Global - Bonifacio Global City, Taguig City

(2022-07 - 2024-04)

Provided customer support for a telecommunications account, handling inquiries, account concerns, and technical issues.

• Assisted customers through troubleshooting and provided clear and effective solutions.
• Handled escalated concerns professionally while maintaining a positive customer experience.
• Maintained accurate customer information and followed established procedures and service standards.
• Managed multiple customer concerns efficiently in a fast-paced environment.

Customer Service Representative / Mentor - Teleperformance - Ayala Malls Vertis North, Quezon City

(2019-04 - 2022-07)

Provided customer support for telecommunications clients, handling inquiries, service concerns, troubleshooting, and product-related assistance.

• Assisted customers in understanding products, services, and available solutions.
• Mentored and supported new team members through training, coaching, and guidance on company procedures.
• Helped maintain service quality and adherence to established standards.
• Developed strong communication, problem-solving, multitasking, and customer service skills.

Sales / Account Management - Acquire Asia Pacific (Phils.) Inc. - Eastwood City Cyberpark, Bagumbayan, Quezon City

(2014-08 - 2017-02)

Managed client relationships and handled account-related concerns within the telecommunications sector.

• Developed business opportunities and contributed to revenue growth through effective sales and client engagement strategies.
• Maintained client information and managed multiple accounts and transactions.
• Handled client inquiries, follow-ups, and communications professionally.
• Consistently worked toward and exceeded sales targets through effective account management and relationship building.

Customer Service Representative - WNS Global Services Philippines, Inc. - Eastwood City Cyberpark, Bagumbayan, Quezon City

(2012-02 - 2013-03)

Provided customer support for a travel account, assisting clients with bookings, cancellations, modifications, and general travel inquiries.

• Handled customer concerns and escalations while providing timely and appropriate resolutions.
• Assisted clients throughout the booking process and ensured accurate handling of travel-related transactions.
• Maintained professionalism and a customer-focused approach while managing multiple inquiries.
• Developed strong communication, problem-solving, multitasking, and customer service skills in a fast-paced travel environment.

Bachelor of Science in Commerce - Internal Auditing - Far Eastern University (FEU) (2010-2011)