Veronica Buan
Subject Matter Expert (SME)
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About
Dedicated and customer-focused professional with 4 years of experience in the customer service industry, including one year as a Subject Matter Expert (SME). Proven ability to manage complex customer interactions, support team development, and uphold high service standards in fast-paced environments. Recognized for strong communication skills, problem-solving abilities, and a collaborative, leadership-driven approach.
Seeking to join a progressive company where I can continue to grow professionally and leverage my customer service expertise, leadership experience, workforce coordination, and process management skills to drive operational excellence and contribute to team success.
Experience
Customer Service Representative Subject Matter Expert at Concentrix San Lazaro (2023-01 – Present)
Serving as Subject Matter Expert supporting customer service operations with focus on order processing, complex issue resolution, and team training.
- Process customer orders, including placement, modifications, cancellations, and tracking orders.
- Handle escalated and complex customer concerns with effective and timely resolution.
- Serve as Subject Matter Expert (SME), supporting agents with process-related inquiries.
- Assist in onboarding, and coaching new hires to improve performance.
- Monitor adherence to KPIs, quality standards, and customer satisfaction metrics
Customer Service Representative at Concentrix San Lazaro (2021-11 – 2022-11)
Provided customer support services with focus on product information delivery, complaint resolution, and order management.
- Provide accurate and detailed product information, features, and benefits to assist customers in making informed purchasing decisions
- Handle complaints, concerns, and returns/refunds with empathy, patience, and professionalism, ensuring timely and effective resolution to maintain customer loyalty.
- Assist customers with order placement, modification, cancellation, and tracking, as well as payment processing and billing inquiries.
DESO Technical Support Staff (National Election) at Comelec Manila (2016 – 2025)
Provided technical support for national election processes including hardware and software configuration and testing.
- Install, configure, and test all hardware (computers, printers, scanners, voting machines, etc.) and software applications required for election processes.
Brand Ambassador at Brand Promotion Company (2018-06 – 2021-06)
Represented brand at public events and conducted product demonstrations and promotions.
- Interact with the public, answer questions, and share brand messaging to create memorable experiences.
- Conduct demonstrations, distribute samples or promotional materials, and explain product benefits clearly.
Education
Bachelor of Arts in Communication – Emilio Aguinaldo College-Manila (2022)
Senior High School in Accountancy Business and Management – Emilio Aguinaldo College-Manila (2018)
Junior High School – Manila High School (2016)
Primary – Laon-Laan Elementary School (2012)
