Chazel Joy Larayos

Dedicated and dependable customer support professional with over three years of experience providing exceptional service through telephone and email channels within the telecommunications and airline industry. Experienced in customer recovery, account management, billing support, technical troubleshooting, and customer retention. Highly organized, detail-oriented, and quick to adapt to new systems, with a proven ability to manage multiple priorities in fast-paced remote environments.

Passionate about delivering outstanding customer experiences and eager to leverage my administrative, communication, and problem-solving skills in a remote Virtual Assistant role.

Customer Recovery Specialist at Ibex Global Solutions Inc. (2022-10 – Present)

• Deliver professional customer support through hotline and email while maintaining a friendly and empathetic approach.
• Resolve customer concerns efficiently, ensuring high-quality service and customer satisfaction.
• Investigate account issues and provide accurate solutions in accordance with company policies.
• Manage multiple customer inquiries whilst consistently meeting productivity and quality standards.
• Maintain accurate customer records and detailed case documentation.
• Collaborate with internal departments to ensure timely issue resolution.
• Consistently handled a high volume of customer inquiries while maintaining excellent service quality.
• Built strong customer relationships through effective communication, patience, and empathy.
• Demonstrated reliability by maintaining accuracy and professionalism in every interaction.
• Strengthened customer loyalty by providing efficient issue resolution and personalized support.

Customer Service Associate at Sutherland Global Services (2022-01 – 2022-09)

• Delivered exceptional customer service by managing a high volume of inbound telephone calls with professionalism, empathy, and efficiency.
• Assisted customers with billing inquiries, payment processing, account updates, service activations, plan changes, and feature modifications whilst ensuring compliance with company policies.
• Performed account management tasks, including customer verification, updating account information, and processing service requests using CRM and internal support systems.
• Diagnosed and resolved technical issues relating to mobile, internet, and telecommunications services through step-by-step troubleshooting and collaboration with technical support teams.
• Applied customer retention strategies by recommending suitable products, services, and plan upgrades tailored to customer needs, helping to reduce service cancellations.
• Accurately documented customer interactions, resolutions, and follow-up actions within CRM systems to maintain comprehensive records and support seamless customer experiences.
• Successfully managed high volumes of customer inquiries while maintaining service quality and accuracy.
• Built long-term customer trust through excellent communication, active listening, and problem-solving.
• Demonstrated strong attention to detail when handling confidential customer information and account updates.
• Contributed to customer retention by identifying appropriate solutions and recommending value-added services.

Senior High School Graduate with Honors – Philippine Academy of Sakya-Davao Inc. (2020)