Desiree Labra

Customer Service Professional with over 6 years of experience in voice, chat, and email support across the BPO industry. Experienced in technical support, travel reservations, appointment scheduling, and customer account management. Promoted to Subject Matter Expert (SME) and Trainer for consistently delivering excellent performance and mentoring new team members.

Spanish language learner with intermediate proficiency (A2–B1), seeking a Spanish Bilingual Customer Service Representative role where I can leverage my customer service expertise, leadership experience, and multilingual communication skills to deliver exceptional customer experiences.

Technical Chat Support at Accenture (2024-12 – Present)

• Provide technical support to UK customers through live chat.
• Assist customers with billing, internet connectivity, mobile orders, account management, and technical troubleshooting.
• Resolve customer concerns while meeting quality, productivity, and customer satisfaction goals.
• Accurately document customer interactions using CRM tools and internal systems.

Product Trainer at Foundever Cebu (2023-10 – 2024-12)

Promoted from Customer Service Representative based on consistent performance and leadership.

• Provided real-time floor support for agents handling complex customer concerns.
• Conducted coaching sessions and process training for new hires.
• Assisted supervisors in improving team performance and service quality.
• Shared product knowledge and best practices to enhance operational efficiency.

Travel Consultant Agent at Sykes / Foundever (2021-11 – 2023-09)

• Assisted customers with travel reservations, flight changes, cancellations, and itinerary modifications.
• Utilized Amadeus and Farelogix Global Distribution Systems (GDS) to manage travel bookings.
• Resolved customer inquiries while consistently meeting quality and productivity metrics.
• Delivered exceptional customer service through voice support.

Customer Service Representative at Teletech (2021-01 – 2021-11)

• Scheduled appointments for home repair and home renovation services.
• Coordinated service bookings with technicians and contractors.
• Assisted customers with appointment inquiries, scheduling updates, and service requests.
• Maintained accurate customer records while meeting company service standards.

Associate Customer Support at Tech Mahindra (2020-10 – 2020-12)

• Provided voice and email customer support for a retail account.
• Assisted customers with orders, returns, deliveries, product inquiries, and account-related concerns.
• Resolved customer issues while meeting service level agreements (SLAs).
• Accurately documented customer interactions using CRM systems.

Languages in Languages – GoSpanish (2026-07)

Senior High School – Ramon Duterte Memorial National High School (2020-01)

Junior High School – Ramon Duterte Memorial National High School (2018-01)

Primary School – Banawa Elementary School (2013-01)