Senior Customer Associate - Accenture - Verizon Business - Remote
(2025-03 - 2026-07)
Recognized consistently for top performance, earning Best in Productivity, Best in ARPC, June Top Seller for ARPC, June Weekly Top 3 ARPC, and August Weekly Top 3 ARPC awards, reflecting dedication to excellence and high productivity. Delivered remote enterprise customer support to Verizon Wireless customers handling billing, technical, and account inquiries through inbound and outbound calling channels, ensuring a positive, seamless customer experience.
- Coordinated customer deliveries, installations, and shipping-related concerns.
- Managed order fulfillment by creating shipping labels, scheduling pickups, and tracking shipments from start to finish.
- Maintained and updated shipment trackers, pending order lists, and created purchase orders to ensure accurate inventory and delivery workflows.
- Utilized Microsoft Excel and Google Sheets for comprehensive data monitoring, tracking operational metrics, updating records, and generating reports across daily enterprise workflows.
- Utilized WorkHub, project management platforms like Asana and ClickUp, and CRM tools to streamline daily operational workflows, track tasks, manage accounts, and process transactions efficiently in a work-from-home environment.
- Collaborated internally with team members and cross-functional departments using Slack for real-time remote communication, escalation tracking, and operational alignment.
- Managed credit repair initiatives for business accounts, directly contacting credit bureaus and financial institutions to resolve credit disputes, correct reporting inaccuracies, and clear enterprise credit standing.
- Processed customer payments across multiple payment methods and established structured payment arrangements to support account management and financial resolution.
- Resolved complex fiber, 5G, and SD-WAN connectivity escalations to minimize network downtime for enterprise clients.
- Drove revenue growth by executing targeted sales initiatives, processing add-a-line requests, and managing purchases for mobile devices, accessories, and networking equipment (e.g., enterprise routers).
- Handled high-value business disputes, executing strategic de-escalation protocols to drive client retention and ensure full SLA compliance.
- Assisted enterprise clients with comprehensive overseas travel communication setups, managing international roaming services, global data plans, and cross-border connectivity.
- Conducted detailed billing audits to reconcile multi-location enterprise accounts and resolve complex contract discrepancies.
- Supported corporate device fleets, including eSIM provisioning, Mobile Device Management (MDM) configurations, data entry, report preparation, and urgent special assignments.
Tier 2 - Customer Service Associate - Entain Manila - BetMGM & Ladbrokes - Remote
(2023-07 - 2025-03)
Recognized as Top Performer for CSAT in December, Top Performer in January, and ranked among the Top 7 Agents overall. Achieved Top CSAT Performer and a 100% CSAT rating for February (Email), showcasing dedication to delivering exceptional customer experiences.
- Utilized Microsoft Excel for ongoing data monitoring, performance tracking, and logging of daily customer interactions and support metrics.
- Provided remote omni-channel support utilizing Zendesk for efficient chat and email management alongside Avaya for voice/call operations across global gaming brands like BetMGM and Ladbrokes.
- Leveraged Microsoft Teams for remote internal communication, team alignment, and operational updates.
- Handled customer inquiries and resolved issues, ensuring smooth and positive experiences through accurate information and professional support.
- Optimized customer lifetime value through targeted conversion and retention initiatives using a "Sales through Service" approach.
- Performed administrative and support duties including data entry, report preparation, updating customer records, and assisting with special projects or urgent requests to drive team efficiency.
- Achieved and exceeded Quality Assurance (QA) KPIs consistently across annual performance review cycles while ensuring prompt first-time resolution (FTR).
Customer Service Representative - Alorica Philippines Inc.
(2022-11 - 2023-07)
Managed US-based customer accounts across Healthcare and Telecommunications sectors, providing timely and effective resolution for product and service inquiries utilizing Avaya for voice/call handling.
- Utilized Microsoft Excel for data monitoring, documentation of call details, and maintaining accurate logs of customer inquiries and updates.
- Accurately documented call details, maintained up-to-date customer databases, and promoted new or enhanced services to increase upsell metrics.
- Performed supplementary administrative tasks including creating reports, managing data updates, and supporting team initiatives to ensure efficient daily operations.
- Adapted to the fast-paced contact center environment as a first-time customer service professional, consistently meeting performance goals, maintaining service quality, and contributing to overall team success.
Payment Processor & Team Leader (Investment Sales) - WBridges Manpower Inc.
Project-Based role involving payment processing and team leadership for investment sales.
- Utilized Microsoft Excel for transaction data monitoring, reconciliation, and tracking financial metrics and team sales targets.
- Handled and verified online transactions for a Chinese e-commerce platform, ensuring accuracy, security, and strict regulatory compliance while resolving payment concerns and chargebacks to improve payment workflows and customer satisfaction.
- Led and motivated an investment sales team to successfully achieve revenue targets, promoting financial products and enhancing productivity through active coaching and strategic support.
- Built strong, long-term client relationships to drive business growth, assisted with administrative workflows, prepared and updated regular reports, and coordinated team schedules.
- Supported recruitment and training activities, handled special project assignments, and ensured seamless day-to-day operations and cross-functional efficiency.
Office Staff (Data Entry Specialist & Liaison) - Itabashi Seiki Phils. Inc.
(2019-01 - 2022-03)
- Utilized Microsoft Excel for systematic data monitoring, database management, and the preparation of daily, weekly, and monthly management reports.
- Performed a variety of administrative and coordination tasks to support daily operations, ensuring smooth communication and efficient inter-departmental workflows.
- Managed document preparation, clerical duties, record-keeping, and the creation and announcement of official company memos.
- Handled urgent errands, coordinated with external offices, and provided production and operational support to maximize team efficiency.
- Assisted with special projects, prepared daily/weekly/monthly management reports, updated databases, and managed departmental schedules and purchases.
- Assisted personnel with legal documents, inquiries, and personal items, earning recognition for reliability, attention to detail, and a strong work ethic.
Virtual Assistant / Order Processing & Procurement Specialist - Local Dumpster - Remote
(2025-04 - 2025-06)
Executed end-to-end order processing and vendor coordination for a U.S.-based third-party solid waste management company, managing dumpster rentals ranging from 10 to 70-yard sizes.
- Utilized CRM and AI-driven tools to identify, vet, and contract the most cost-effective and available third-party dumpster providers based on customer location and delivery dates.
- Conducted strategic price negotiations directly with dumpster businesses to secure competitive rates while ensuring optimal profit margins on every transaction.
- Managed end-to-end delivery scheduling, tracked order progression, and coordinated collection timelines to guarantee on-time fulfillment across nationwide U.S. time zones.
- Handled vendor billing, managed additional delivery fees, and resolved logistical bottlenecks to prevent order stagnation and maintain high operational efficiency.
