Therese 013

Results-driven Customer Service Specialist with 9+ years of experience delivering high-impact support across e-commerce, healthcare, telecommunications, financial services, and hospitality industries. Proven ability to resolve complex customer concerns, reduce escalations, and improve customer satisfaction across email, voice, and chat channels. Recognized for leadership as an SME/Tier 2 specialist, driving process improvements and mentoring team members.

Highly skilled in remote operations, CRM tools, and end-to-end order management, consistently meeting and exceeding performance and quality KPIs.

Customer Service Representative at Qentori Services (2026-01 – 2026-04)

• Managed high-volume email support for a global beauty brand, resolving inquiries related to orders, returns, and subscriptions
• Reduced response time by maintaining efficient ticket handling and prioritization
• Improved customer satisfaction by delivering clear, accurate, and timely resolutions

Customer Service Representative at TTEC (2025-10 – 2025-12)

• Delivered voice support for a healthcare account, assisting customers with billing, coverage, and service inquiries
• Maintained high compliance and quality standards in a regulated environment
• Effectively de-escalated sensitive customer concerns, improving overall experience

Business Support Associate at Global Virtuoso Inc. (2023-05 – 2025-03)

• Coordinated with international hotel partners to collect and validate invoices, ensuring accuracy and timely processing
• Strengthened partner relationships through proactive communication and issue resolution
• Contributed to improved billing efficiency and reduced discrepancies

Customer Experience Executive / SME / Tier 2 at Probe Group Philippines Inc. (2020-07 – 2023-04)

• Handled complex escalations for US-based e-commerce clients, resolving high-impact customer issues
• Served as Subject Matter Expert (SME), mentoring team members and improving resolution quality
• Identified process gaps and recommended improvements that enhanced workflow efficiency and reduced repeat contacts

Client Support Specialist at Transworld Systems Inc. (2020-05 – 2020-07)

• Provided inbound support for US student loan accounts, addressing account inquiries and payment concerns
• Ensured compliance with financial regulations while maintaining customer satisfaction

Technical Support Representative at TP-Link Customer Service (2020-01 – 2020-02)

• Resolved technical issues for residential telecom customers, improving service usability and satisfaction
• Guided customers through troubleshooting steps, reducing repeat calls

Customer Support Representative at Ibex Global Solutions (2019-10 – 2019-11)

• Delivered voice support for telecom services, resolving billing and technical concerns efficiently

Operations Customer Service Representative at Telus International Philippines, Inc. (2019-08 – 2019-09)

• Supported North American telecom accounts, ensuring accurate account handling and issue resolution

Order Manager at Accenture Philippines, Inc. (2016-05 – 2018-11)

• Managed end-to-end order lifecycle, ensuring timely processing, delivery, and completion
• Improved order accuracy and reduced delays through detailed tracking and coordination
• Collaborated cross-functionally to resolve order issues and enhance customer experience

Customer Support Representative at Convergys Philippines, Inc. (2014-08 – 2016-04)

• Supported US financial accounts, assisting with corporate gift card services
• Maintained high accuracy in account handling and transaction processing

TLE Teacher at Diadem Christian Academy (2012 – 2013)

Game Master at I-Games Network Philippines (2008 – 2008)

Pharmacy Assistant/Cashier at South Star Drug (2007 – 2007)

Kitchen Crew at Chef Donatello (2005 – 2006)

Cashier at Shopwise, SM Supermarket (2004 – 2004)

Owner at SOPCOM Internet and Games (2003 – 2005)

Bachelor of Science in Entrepreneurial Management – Polytechnic University of the Philippines – Sta. Mesa

Continuing Professional Education in LET – Marikina Polytechnic College