Pearl Joy Lanozo
Customer Support Representative
Taoyuan City
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
6
6
years of professional experience
1
1
Language
Work History
Technical Support Expert
Asurion
08.2021 - 03.2022
- Maintained detailed documentation of all troubleshooting steps, customer interactions, and resolutions to ensure efficient knowledge transfer among peers.
- Collaborated with cross-functional teams for efficient problem-solving and knowledge sharing.
- Enhanced customer satisfaction with prompt and accurate solutions to their technical concerns.
- Implemented proactive monitoring measures that identified potential issues before they escalated into major incidents.
Customer Service Representative
Iqor Philippines
08.2019 - 01.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Customer Service Support Representative
StarTek
12.2015 - 08.2019
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries, complaints, and concerns.
- Participated in quality assurance initiatives by providing feedback on call recordings, helping identify areas for improvement within the team''s performance.
- Delivered exceptional support during peak call times, effectively managing stress and maintaining composure in challenging situations.
- Contributed to increased sales revenue by identifying potential upsell opportunities during customer interactions.
Education
Doctor of Medical Dentistry - Undergraduate
04.2001 -
Skills
Data entry
Customer service
Customer service expert
Active listening
Verbal and written communication
Multitasking
Adaptability and flexibility
Timeline
Technical Support Expert - Asurion
08.2021 - 03.2022
Customer Service Representative - Iqor Philippines
08.2019 - 01.2021
Customer Service Support Representative - StarTek
12.2015 - 08.2019
Iloilo Doctor's College - Doctor of Medical Dentistry, Undergraduate
04.2001 -