Wilma Dimaculangan
Customer Service Specialist
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About
Customer service professional with 8+ years of experience in BPO and high-volume support environments. Proven track record of achieving 95%+ CSAT, handling 80+ calls daily, and improving first call resolution (FCR). Skilled in customer experience (CX), technical support, CRM tools, and upselling, with a strong focus on KPI performance, quality assurance, and customer satisfaction.
Adaptable, team-oriented, and committed to delivering world-class service aligned with Foundever and TaskUs standards.
Experience
Customer Service Representative - Task Us
(2022-09 - 2025-08)
- Handled 80–100 inbound calls daily, achieving 95%+ CSAT and 90% FCR
- Increased revenue by 15–20% through effective upselling and customer engagement
- Maintained 98% accuracy in account handling and improved response time by 20%
Technical Customer Support Specialist - Sykes
(2021-11 - 2022-09)
- Managed 60–80 technical cases daily with 85%+ first-call resolution
- Reduced repeat contacts by 15% through effective troubleshooting
- Maintained 99% CRM accuracy while meeting SLA and QA standards
Customer Service Representative - Results CX
(2020-03 - 2021-10)
- Handled 70–90 interactions daily, maintaining 93–95% CSAT
- Reduced escalations by 25% through strong conflict resolution
- Increased sales by 10–15% through upselling strategies
Customer Sales Representative - Alorica
(2019-09 - 2020-02)
- Managed 80+ calls daily with high customer satisfaction
- Improved sales conversion by 20% through effective communication
- Recognized as a top performer for achieving sales targets
Sales & Customer Service (Retail & Field Work) - Multiple Employers
(1999 - 2012)
- Delivered consistent customer service and sales support across multiple roles
- Built strong customer relationships, contributing to repeat business
Education
Food and Beverage NC II - TESDA Lipa City (2012)
Undergraduate - Computer Secretarial - Lipa City Colleges
