Maria Mercedes Carlos
Scarborough,ON
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Chinabank Corporation
12.2017 - 10.2024
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Identified and resolved discrepancies and errors in customer accounts.
Education
Bachelor of Science - Hospitality And Restaurant Management
Central Escolar University
Manila04-2017
Skills
- Customer service
- Problem-solving
- Active listening
- Adaptability and flexibility
- Computer proficiency
- Team collaboration
- Customer relations
- Problem resolution
- Customer satisfaction measurement
- Relationship building
- Critical thinking
- Complaint handling
Timeline
Customer Service Representative
Chinabank Corporation
12.2017 - 10.2024
Bachelor of Science - Hospitality And Restaurant Management
Central Escolar University
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