Hi, I’m
Daisy Jane V. Calalang
Customer Care Representative
111 Pangasinan St, Bago Bantay Brgy. Sto. Cristo,Quezon 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
years of professional experience
Work History
24/7 In-Touch
Customer Service Representative
2021.09 - Current (3 years)
Job overview
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests for products, services and company information.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Educated customers about billing, payment processing and support policies and procedures.
- Handles Chat and Email inquiries as well
Teletech Philippines
Travel Specialist
2021.05 - 2021.10 (5 months)
Job overview
- Responded to clients' questions, issues, and complaints and found appropriate solutions when needed.
- Arranged travel accommodations for groups, couples, executives and special needs clients.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
- Maintained currency on airline policies, tariff regulations and travel laws to maximize effectiveness.
Sourcefit Philippines
Chat Support Representative
2021.01 - 2021.04 (3 months)
Job overview
- Handled inbound customer chat conversations from various websites.
- Asked open-ended questions to determine which products or services would be best fit for customer's needs.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Worked closely with each customer to carefully resolve issues within timely fashion.
- Assisted department with email-based and phone support when call center was busy or short-staffed.
- Investigated and resolved customer inquiries and complaints quickly.
- Recommended products to customers, thoroughly explaining details.
CGI Philippines
Service Desk Agent
2020.01 - 2020.11 (10 months)
Job overview
- Engaged in user support interactions via telephone, chat and email platforms.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Resolved common user concerns by utilizing preset issue resolution scripts.
CGI Philippines
Customer Care Representative
2018.05 - 2019.12 (1 year & 7 months)
Job overview
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
CGI Philippines
Customer Service Representative
2017.03 - 2018.04 (1 year & 1 month)
Job overview
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
Amberbase Solutions Leasing Corporation
Data Encoder
2007.10 - 2008.11 (1 year & 1 month)
Job overview
- Maintained daily production logs of activities and completed work.
- Prepared source data for computer entry by compiling and sorting information.
- Reviewed validation output and performed specified manual checks on data to evaluate consistency and completeness.
- Verified new system changes and upgrades by inputting new data and pulling extract reports for validation.
Education
Samson College Of Science And Technology , Cubao, Quezon City
Bachelor of Science from Computer Science
06.2019
University Overview
- Undergraduate
- First Year College only
Ernesto Rondon High School , Project 6, Quezon City
High School Diploma
04.1999
Bagong Pag-Asa Elementary School , Bagong Pag-Asa, Quezon City
No Degree
03.1995
University Overview
- Elementary Diploma
Sto.Cristo Elementary School , Kindergarten
No Degree
03.1989
University Overview
- Nursery and Kindergarten
Skills
- Building Customer Trust and Loyalty
- Call Documentation
- Upselling Products and Services
- Customer Account Management
- Understanding Customer Needs
- Customer Data Confidentiality
- Order and Refund Processing
- Upbeat and Positive Personality
- Calm and Professional Under Pressure
- Data Entry and Maintenance
- Credit Card Payment Processing
- Inbound and Outbound Calling
- Call Transfers
- Patient and Empathetic
- Generating Receipts
- Online Chat
- Computer Proficiency
- Answering Emails
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Resolved product issue through consumer testing.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Additional Information
CHARACTER REFERENCE:
- Grace B. Sevilla
Administrative Assistant
BDO SM North EDSA, Annex
0955 213 1070
- Amelia G. Paredez
Emergency Room Nurse
Chinese Genereal Hospital
0976 000 7260
- Shiela P. Gallanoza
Brgy. Kagawad
Sto. Cristo, Bago Bantay Quezon City
0918 405 6723
Hobbies
I always play the guitar in my free time because it helps me unwind, along with watching films about crime scene investigations. I occasionally cook as well, and spaghetti is my specialty.
Timeline
Customer Service Representative
24/7 In-Touch
2021.09 - Current (3 years)
Travel Specialist
Teletech Philippines
2021.05 - 2021.10 (5 months)
Chat Support Representative
Sourcefit Philippines
2021.01 - 2021.04 (3 months)
Service Desk Agent
CGI Philippines
2020.01 - 2020.11 (10 months)
Customer Care Representative
CGI Philippines
2018.05 - 2019.12 (1 year & 7 months)
Customer Service Representative
CGI Philippines
2017.03 - 2018.04 (1 year & 1 month)
Data Encoder
Amberbase Solutions Leasing Corporation
2007.10 - 2008.11 (1 year & 1 month)
Samson College Of Science And Technology
Bachelor of Science from Computer Science
Ernesto Rondon High School
High School Diploma
Bagong Pag-Asa Elementary School
No Degree
Sto.Cristo Elementary School
No Degree
Similar Profiles
Phani Kumar Babu ArdhaniPhani Kumar Babu Ardhani
Sr. Associate at Knoah solutions (24-7 in touch)Sr. Associate at Knoah solutions (24-7 in touch)
Maiwand UlhaqMaiwand Ulhaq
Customer Service Representative at 24-7 In-touchCustomer Service Representative at 24-7 In-touch
Pablo Obdulio Puac YupPablo Obdulio Puac Yup
Customer Success Advocate at 24-7 In Touch - SquareCustomer Success Advocate at 24-7 In Touch - Square