Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Mary Abigail Wenceslao

Oxbow,SK

Summary

Ambitious and articulate communicator with strong ability to connect with customers and provide exceptional support. Driven by goal-oriented mindset, excels in resolving issues efficiently while creating positive and engaging experience for clients.

Professional customer service expert with focus on delivering exceptional support and resolving issues efficiently. Known for strong team collaboration and adaptability to changing needs. Skilled in communication, problem-solving, and maintaining customer satisfaction. Reliable and results-driven, always aiming to achieve positive outcomes.

Overview

17
17
years of professional experience

Work History

Customer Support Representative

Teleperformance
03.2025 - 05.2025
  • Provide excellent customer service to customers via phone, email, and chat
  • Respond to customer inquiries promptly, providing accurate information and solutions
  • Schedule appointments for repairs and exchanges
  • Troubleshoot customer issues and provide technical support assistance as needed
  • Follow up with customers to ensure their satisfaction with resolving their issues

Chat Support Specialist

InTouchCx
09.2024 - 02.2025
  • Respond to customer inquiries via chat support, providing product information and guidance as needed
  • Resolve customer complaints and issues efficiently and effectively
  • Escalate complex problems to the appropriate department or personnel
  • Record and document customer interactions and transactions, including details of inquiries, complaints, comments, and actions taken
  • Follow up on customer interactions when necessary
  • Recognize, document, and alert the management team of trends in customer calls
  • Seasonal Account

Store Clerk / Cashier

Micks
12.2023 - 06.2024
  • Properly display all store products and place them in an organized manner so that customers can easily find them
  • Perform the checkout process and conduct all transaction and duties related to billing and payment at the store counter
  • Maintain the overall look of the store and ensure it is clean, restocked and properly organizes
  • Maintain product records and inventory, and ensure that the process of re-ordering is smooth

Customer Support Representative

Concentrix
05.2023 - 11.2023
  • Provide excellent customer service to customers via phone, email, and chat
  • Respond to customer inquiries promptly, providing accurate information and solutions
  • Schedule appointments for repairs and exchanges
  • Troubleshoot customer issues and provide technical support assistance as needed
  • Follow up with customers to ensure their satisfaction with resolving their issues

Web Researcher / Appointment Setter / Travel Consultant

Action Trails
06.2019 - 02.2023
  • Sends email updates to clients and provide feedback whenever possible
  • Attend meetings with clients and upsell any available packages we have per country depending on the availability
  • Responsible for setting appointments for the sales team and knowledgeable with Salesforce
  • Identify potential clients reaching out via phone and email

Assistant Account Manager

PPO Profits LLC
01.2019 - 02.2023
  • Conducts call listening for onboarding Managers and Assistants
  • Regularly attend weekly meetings with Managers
  • Provide feedback whenever there are updates for the clients
  • Periodically check the status of each provider with all insurances to make sure we meet the expected results
  • Train onboarding assistants and introduce the tools we use daily
  • Verify insurance coverage by utilizing online portals or engaging with live representatives to complete verification forms

Sr. Account Specialist / WOW (CSAT) Coach

Capital One Philippines Support Services Corp.
02.2014 - 12.2018
  • Answer customer inquiries via phone, email, or chat and diagnose and troubleshoot technical issues
  • Research required information using available resources
  • Handle customer complaints, and provide appropriate solutions/alternatives
  • Conduct one-on-one coaching with the C players within the line of business
  • Develop ways how to improve efficiency and provide feedback to handled/assigned agents on a weekly basis
  • Regularly attend call calibrations within operations and subject matter experts
  • Collaborate with respective Unit Managers at the end of each week regarding agents' improvement

Customer Service Agent

[247] Customer Philippines Inc.
08.2011 - 12.2013
  • Respond to customer inquiries and process orders, returns and exchanges
  • Resolve customer complaints and issues in a timely and professional manner
  • Provides product information and recommendations to customers
  • Enforce proper service protocols and standard operating procedures

Customer Service Agent

HSBC Electronic Data Processing Philippines Inc.
08.2010 - 07.2011
  • Take control of our client's particular needs and create a great customer experience as a key member of the Customer Service Team
  • Determine the best strategy to assist consumers who are in vulnerable situations
  • Stay up to date with the products and make recommendations that makes sense for the customers

Customer Service Representative

Teletech Customer Management Philippines Inc.
05.2009 - 04.2010
  • Utilize problem-solving skills to identify solutions for customer needs
  • Maintain accurate records of customer interactions and transactions
  • Follow up with customers to ensure satisfaction and resolve any outstanding issues
  • Demonstrate strong product knowledge and understanding of company policies and procedures
  • Upsell any extra services the company offers
  • B2B

Customer Service Representative

Convergys Philippines Services Corporation
03.2008 - 03.2009
  • Remain current on all products, services, promotions, and pricing
  • Provide feedback to management regarding customer service trends
  • Participate in team meetings and training sessions as required and adhere to established call center metrics
  • Handle escalated calls from customers professionally and courteously
  • Process incoming orders and assist with backlog requests

Education

Associate - Computer Technology

Systems Technology Institute
03.2003

BS - Architecture

Saint Louis University
03.2001

Skills

  • Certificate of Excellence
  • Perfect Quality Score
  • Customer Satisfaction Superstar Sales
  • Champ
  • Best in AHT/ACHT
  • Numerous Commendation Calls
  • Customer success management
  • Complaint handling
  • Data management
  • Customer service excellence
  • Software troubleshooting
  • Organization and recordkeeping
  • Active listening
  • Problem-solving
  • Organizational skills
  • Call management
  • Online chat support
  • Issue and resolution tracking
  • Tracking and documentation
  • Analytical and methodical

Languages

English
Full Professional

Timeline

Customer Support Representative

Teleperformance
03.2025 - 05.2025

Chat Support Specialist

InTouchCx
09.2024 - 02.2025

Store Clerk / Cashier

Micks
12.2023 - 06.2024

Customer Support Representative

Concentrix
05.2023 - 11.2023

Web Researcher / Appointment Setter / Travel Consultant

Action Trails
06.2019 - 02.2023

Assistant Account Manager

PPO Profits LLC
01.2019 - 02.2023

Sr. Account Specialist / WOW (CSAT) Coach

Capital One Philippines Support Services Corp.
02.2014 - 12.2018

Customer Service Agent

[247] Customer Philippines Inc.
08.2011 - 12.2013

Customer Service Agent

HSBC Electronic Data Processing Philippines Inc.
08.2010 - 07.2011

Customer Service Representative

Teletech Customer Management Philippines Inc.
05.2009 - 04.2010

Customer Service Representative

Convergys Philippines Services Corporation
03.2008 - 03.2009

BS - Architecture

Saint Louis University

Associate - Computer Technology

Systems Technology Institute

Similar Profiles

CREATE PROFILE
Mary Abigail Wenceslao