Mary Joy Yap

Customer-focused support professional with experience handling inquiries through chat and voice communication. Skilled in providing clear, accurate responses, following processes, and maintaining organized records in a fast-paced environment. Quick to learn new systems, adaptable, and committed to delivering quality customer support that ensures customer satisfaction and retention.

Customer Support Agent (Non-Voice / Chat Hybrid) at CP360 (2025-01 – Present)

• Managed customer inquiries via live chat, phone, and email, delivering clear, professional, and empathetic support.
• Resolved concerns related to orders, accounts, billing, and general inquiries following standard procedures.
• Provided accurate and timely responses while managing multiple chats simultaneously.
• Documented interactions properly using CRM/ticketing systems and internal notes.
• Escalated complex issues to appropriate teams with complete and organized details.
• Met productivity targets such as response time, resolution rate, and customer satisfaction.

Vocational & Technical School – MOLAVE VOCATIONAL TECHNICAL SCHOOL (2015-01 – 2021-12)

Hospitality Management in Hospitality Management – SOUTHERN MINDANAO COLLEGES (2021-01 – 2024-12)