Erica Solis

Experienced call center professional with a background in financial services, healthcare scheduling, and telecommunications (T-Mobile postpaid). Skilled in customer service, communication, problem-solving, and client retention. Seeking to further develop my expertise in the BPO industry while delivering excellent customer experiences and supporting company growth.

CUSTOMER SERVICE REPRESENTATIVE - ALORICA

(2025-04 - 2025-07)

• Answer their inquiries and help customers to understand why their bill so high.
• If the customer satisfied with the resolution then trying to upsell.
• Consistently exceeded monthly sales target.
• Help customers to understand why insurance or protection with their phone is so important.

CUSTOMER SERVICE REPRESENTATIVE - TELUS DIGITAL

(2025-01 - 2025-04)

• Responsible for scheduling patient appointments.
• Verify patient's insurance eligibility.
• Maintain patient's confidentiality.
• Handles new patients referrals, gathers necessary information, patients choose what date, time and location, then schedules appointments.

CUSTOMER SERVICE REPRESENTATIVE - TELEPERFORMANCE

(2024-01 - 2025-01)

Provides quality customer service and support to customers on a daily basis, including phone interaction, problem resolution, and account transaction processing in a timely manner.

• Investigates and corrects errors in customer accounts and statements.
• Assists customers with banking transactions, checks for any fraud transactions.
• Helps clients to remove holds on their accounts or block their cards to create new ones.

CUSTOMER SERVICE REPRESENTATIVE - FOUNDEVER

• Processed itinerary modifications, cancellations, and relocations efficiently using Global Distribution Systems (GDS) and internal booking platforms.
• Managed emergency traveler relocations by sourcing and securing alternative accommodations Guest displaced by overbookings, cancellations, or severe weather.
• Maintained high performance metrics across key performance indicators (KPIs), consistently meeting targets for Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Average Handling Time (AHT).

BACHELOR OF SCIENCE - TOURISM MANAGEMENT - EDSA TAFT (2021 - 2023)

High School - PASAY CITY EAST HIGH SCHOOL (2019 - 2021)

Elementary - APELO CRUZ ELEMENTARY SCHOOL (2013 - 2016)