Mech D

Customer service professional with over 10 years of experience across BPO, process support, and client-facing operations for global brands including Maersk and Accenture. Skilled in handling high-volume inquiries, resolving complaints through root-cause analysis, and maintaining strict SOP/quality standards. Recognized performer (Accenture Q1 A-List Awardee) known for clear communication, accuracy under pressure, and a customer-first approach across phone, email, and written correspondence channels.

Process Expert - Maersk Global Service Center - Pasig City, Philippines

(2019-04 - 2023-09)

• Responded to a high volume of customer inquiries daily with speed and accuracy, following SOPs/IOPs and escalating complex issues appropriately.
• Maintained proactive communication with international clients through regular conference calls, keeping process flow seamless across teams and time zones.
• Applied a customer-centric, root-cause approach to recurring issues, reducing repeat errors and improving first-contact resolution.
• Prepared and submitted client documentation accurately and on time, keeping internal and external stakeholders informed at every step.

Admin Assistant / Client Support - Wimpey Specialty (Biocare Cleaning Services) - Dubai, UAE

(2016-08 - 2018-11)

• Acted as the main point of contact for client inquiries, quotations, and job confirmations, providing back-end support to sales and site teams.
• Managed the complaint resolution process end-to-end — coordinating root-cause analysis, corrective actions, and preventive measures with cross-functional teams to reduce non-conformances.
• Logged and tracked jobs from site supervisors, supported payment collection, and delivered accurate client reporting.

Member/Provider Correspondence Processor (Customer Service Rep.) - Accenture Delivery Center - Quezon City, Philippines

(2011-07 - 2016-05)

• Resolved customer questions on insurance benefits, eligibility, and claims via written correspondence and secure messaging, meeting quality and turnaround targets.
• Analyzed customer issues and provided clear, accurate information and solutions across internal and external requests.
• Documented inquiry outcomes thoroughly for tracking and trend analysis, contributing to team process improvements.
• Earned the Q1 2016 A-List Awardee recognition for outstanding performance.

Bachelor of Science - Computer Science - EARIST (2011)