Shara Remiendo
Process associate
Hire this person
Send a job offer directly to this candidate
About
Customer Service Representative with 8 years of experience in customer support, escalations management, and customer retention. Skilled in resolving complex customer concerns, de-escalating difficult situations, and developing effective solutions to improve customer satisfaction and loyalty. Seeking to leverage strong communication, problem-solving, and conflict-resolution skills to contribute to the success of a customer-focused organization.
Experience
Process associate - interglobe technologies
(2016-05 - 2017-06)
Customer service representative who assisted customer for their hotel and car reservations in United States
Customer service representative - 24- 7 Intouch ph
(2019-04 - 2022-11)
Handled escalated customer concerns related to Airbnb reservations, accommodation issues, booking discrepancies, and host-related problems. Managed inbound and outbound calls, emails, and live chat interactions to provide timely assistance and effective resolutions. Assisted guests in finding and rebooking alternative properties when their original accommodations were unavailable, unsuitable, or affected by unexpected issues.
Coordinated with guests and relevant support teams to resolve urgent accommodation concerns and minimize disruptions to travel plans. Provided clear guidance on reservation changes, cancellations, refund processes, and available rebooking options in accordance with applicable policies. De-escalated difficult situations by demonstrating empathy, active listening, and strong problem-solving skills.
CUSTOMER SERVICE REPRESENTATIVE - TDCX PHILIPPINES – GAMMA CAMPUS
(2023-01 - 2023-10)
Assisted Facebook business users with advertising restrictions, ad disapprovals, and account-related concerns. Reviewed advertising issues and provided guidance on whether restricted or disapproved ads could be edited, appealed, or resubmitted for review.
Customer service representative iii - telus digital
(2023-11 - 2026-03)
Assisted customers with retaining their existing services by identifying their concerns, understanding their needs, and providing suitable solutions. Recommended service renewals, plan upgrades, and available options based on customers’ needs, preferences, and budget. Applied effective customer retention strategies to address cancellation requests, overcome objections, and improve customer loyalty.
Educated customers about available plans, service features, promotions, and upgrade options to help them make informed decisions. Provided basic technical troubleshooting to identify and resolve common service-related issues. Guided customers through step-by-step troubleshooting procedures to restore or improve service functionality.
Handled customer inquiries, complaints, and service-related concerns professionally and efficiently. Demonstrated active listening, empathy, and negotiation skills to build customer trust and maintain positive relationships.
Education
Bachelor in technical teacher education - electronics - west visayas state university – lambunao campus (2011 - 2016)
