MaryJoy Carayacay
116A 1st Avenue, Vonda,SK
Summary
Dynamic professional with a proven track record at Hinduja Global Solutions, enhancing customer satisfaction through effective problem-solving and advanced computer proficiency. Skilled in analyzing and resolving complex disputes, backed by exceptional communication skills and a keen attention to detail. Achieved significant improvements in customer retention and issue resolution, demonstrating a strong ability to multitask and handle complaints efficiently.
Overview
13
13
years of professional experience
Work History
Customer Relations Associate
Hinduja Global Solutions
, Canada
01.2023 - 10.2023
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Maintained accurate records of all interactions with customers for future reference.
Dispute Analyst II
Global Payments Processing Centre
Manila, Philippines
01.2017 - 01.2022
- Conducted credit card chargeback investigations and prepared detailed reports
- Evaluating and reviewing documentation of a purchase and determine whether there was fraud, and validate the chargeback if appropriate
- Analyzing relevant documents and information to understand the underlying causes and collaborating with internal teams to reach fair and amicable resolution
Google Technical Support Specialist
SYKES Asia Inc.
Global City Taguig, Philippines
01.2016 - 12.2016
- Identifies, investigates, and resolves users problems with emails, google phones and tablets, applications, software and hardware
- Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions
Email, Chat, Technical Support and Retention Specialist
IOPEX Technologies Phil
Global City Taguig, Philippines
01.2012 - 12.2015
- Respond to customer inquiries, calls, emails, and chat messages
- Provide technical assistance and guide users through steps to resolve technical problems
- Diagnose technological issues and troubleshoot computer systems
- Identifying and escalating complex issues to managers
- Gathering information from customer feedback and complaints and working to resolve them
- Developing strategies to reduce churn and increase customer lifetime value
Outbound Sales Representative
Asia Premiere One Source
Makati City, Philippines
01.2011 - 12.2012
- Contact cold and warm leads and prospective clients from an outsource or in-house call center to deliver their sales pitches
- Identifying customer needs and communicating client’s value proposition
- Working with weekly KPIs and targets
Education
Diploma with Honours - Payroll Accounting Professional
Academy of Learning Career College
Calgary, Canada11-2024
Bachelor’s Degree - Electronics and Communication Engineering
University of the East
Manila, Philippines06.2008
Skills
- Excellent Oral and Written Communication Skills
- Computer Proficiency
- MS Proficiency, QuickBooks and Sage
- Adept in Technology
- Attention to detail
- Call center experience
- Multitasking Abilities
- Complaint handling
- Order documentation
References
Ms. Yasmin Khalil, AOLCC Student Services, 403-252-8973, yasmink@myaolcc.com
Accomplishments
- Graduated with Honors at Academy of Learning Career College
- Promoted as Dispute Specialist Level 2 at Global Payments Processing Centre Inc.
- Top Analyst
- Employee Awardee
Timeline
Customer Relations Associate
Hinduja Global Solutions
01.2023 - 10.2023
Dispute Analyst II
Global Payments Processing Centre
01.2017 - 01.2022
Google Technical Support Specialist
SYKES Asia Inc.
01.2016 - 12.2016
Email, Chat, Technical Support and Retention Specialist
IOPEX Technologies Phil
01.2012 - 12.2015
Outbound Sales Representative
Asia Premiere One Source
01.2011 - 12.2012
Diploma with Honours - Payroll Accounting Professional
Academy of Learning Career College
Bachelor’s Degree - Electronics and Communication Engineering
University of the East
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