LEONORA M. MARAMOT
Whitehorse,Canada
Summary
Dedicated and results-driven customer service professional with over 5 years of experience in the business process outsourcing (BPO) industry. Proven ability to boost sales, resolve customer concerns effectively, and support operational processes with accuracy and professionalism. Strong communication and telemarketing skills, with a solid understanding of inbound and outbound call handling, sales strategy, and client satisfaction. Bilingual in English and Filipino.
Overview
11
11
years of professional experience
Work History
Passenger Service Agent
Erik Nielsen Whitehorse International Airport
Whitehorse, Canada
05.2024 - Current
Senior Process Executive
Cognizant Technology Solutions
Taguig, Philippines
01.2020 - 05.2022
- Boosted company sales by 30% over two years through targeted client engagement.
- Appointed as Subject Matter Expert (SME) in previous roles, mentoring new employees.
- Skilled in managing and reporting on project and call performance metrics.
Senior Customer Service Executive
Optum Global Services
Taguig, Philippines
02.2019 - 01.2020
- Acted as subject matter expert and supported the training of new employees.
- Handled client inquiries, managed process escalations, and ensured SLA compliance.
- Monitored process efficiency and assisted with improvement initiatives.
- Provided healthcare-related customer support via phone and chat.
- Resolved patient and provider concerns in a professional, empathetic manner.
- Maintained confidentiality and handled sensitive information accurately.
- Managed large volumes of customer interactions for international clients.
- Exceeded call handling quotas and contributed to department sales goals.
- Delivered product knowledge and tailored recommendations.
Customer Service Representative
Teleperformance
McKinley West, Taguig, Philippines
05.2016 - 01.2019
- Assist passengers with check-in, boarding, and general airport inquiries.
- Deliver excellent customer service under time-sensitive conditions.
- Ensure smooth and professional travel experiences for guests.
Hybrid Sales Agent
Globe Telecom
Taguig, Philippines
07.2015 - 05.2016
- Conducted outbound calls to market telecom products and services.
- Used upselling techniques to boost client acquisition and product adoption.
Education
Bachelor of Science - Tourism
Sta. Teresa College
Lady Fatima Montessori
Centro Escolar University
Taguig, PhilippinesSkills
- Customer Service
- Client Relations
- Inbound Call
- Outbound Call
- Sales
- Telemarketing
- BPO Process Management
- Team Leadership
- Training
- MS Office
- Internet
Additional Information
Dedicated and results-driven customer service professional with over 5 years of experience in the business process outsourcing (BPO) industry. Proven ability to boost sales, resolve customer concerns effectively, and support operational processes with accuracy and professionalism. Strong communication and telemarketing skills, with a solid understanding of inbound and outbound call handling, sales strategy, and client satisfaction. Bilingual in English and Filipino., Boosted company sales by 30% over two years through targeted client engagement., Appointed as Subject Matter Expert (SME) in previous roles, mentoring new employees., Skilled in managing and reporting on project and call performance metrics.
Timeline
Passenger Service Agent
Erik Nielsen Whitehorse International Airport
05.2024 - Current
Senior Process Executive
Cognizant Technology Solutions
01.2020 - 05.2022
Senior Customer Service Executive
Optum Global Services
02.2019 - 01.2020
Customer Service Representative
Teleperformance
05.2016 - 01.2019
Hybrid Sales Agent
Globe Telecom
07.2015 - 05.2016
Bachelor of Science - Tourism
Sta. Teresa College
Lady Fatima Montessori
Centro Escolar University