Liana Pedrano

My background has fully equipped me to handle the demands. I bring nearly two years of high-volume operational experience in US telecommunications and US airline logistics, paired with a solid foundation in customer service. This history has honed my resilience, problem-solving abilities, workflow management, and client relation skills.

Additionally, my academic background in Political Science has further strengthened my discipline, critical thinking, and communication, enabling me to adapt quickly and manage administrative tasks with high precision.

Customer Service Advisor 1 at Concentrix (2024-08 – 2025-03)

• As a Customer Service Representative at Concentrix assigned to a telecommunications account, I initially handled customer care responsibilities—resolving billing issues, answering plan inquiries, and assisting with technical concerns. Through proven performance and adaptability, I was upskilled to the Activations Department, where I facilitated new service activations, SIM provisioning, plan upgrades, and account verification processes. My role demanded high attention to detail, strong communication skills, and the ability to follow compliance protocols under pressure, ensuring seamless and accurate customer experiences. • Introduction to telco products, services, billing systems, and call handling protocols. • Hands-on call flow practice and role-playing for customer complaint resolution. • Quality assurance feedback and metrics-based evaluation for upskilling eligibility. • Specialized instruction on activation tools, processes, compliance, and escalation procedures. • Live call shadowing and supervised hands-on support before full activation deployment.

  Customer Service Advisor 1 at Concentrix (2025-04 – 2025-07)

• As a Customer Service Representative at Concentrix under a global airline account, I worked on the Reservations Desk, assisting passengers with booking, modifying, and canceling domestic and international flights. My responsibilities included providing fare quotes, explaining travel policies, processing payments, and ensuring compliance with airline and international travel regulations. The role required accuracy, empathy, and the ability to work efficiently under pressure to deliver exceptional customer service to travelers worldwide.

  Customer Service Advisor at AFNI (2026-04 – 2026-08)

• As a Wireless Postpaid Customer Care Agent at AFNI, my main duty is handling inbound calls from contract-based customers to resolve complex billing, account, and device issues. Working in a secure, paperless environment, I must navigate multiple software systems to explain monthly plan charges, process payments, and de-escalate customer frustrations with empathy. Additionally, the role requires a sharp analytical eye to identify retention or upselling opportunities, ensuring that I present value-added features or plan upgrades while maintaining strict compliance with legal disclosures and security protocols.

AB Political Science in Political Science – St. Clare College of Caloocan (2025)

Senior High School in Humanities and Social Sciences – Southeast Asia Institute of Trade and Technology (2022 – 2023)

Junior High School – North Fairview High School (2020 – 2022)