Maureen Lepago
Calgary,AB
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
10
10
years of professional experience
Work History
Unit Manager
Concentrix Philippines
Baguio City, Benguet
03.2018 - 07.2024
- Resolved complex customer service issues in a timely manner.
- Maintained accurate records of employee attendance and leave requests.
- Analyzed data to identify trends in customer needs or operational processes.
- Ensured that the unit was compliant with safety standards and protocols set by the organization.
- Responded promptly to inquiries from external stakeholders such as customers or vendors.
- Adhered to company-wide policies regarding confidentiality of information.
- Provided training sessions for newly hired personnel on relevant skills required for their roles.
- Managed team of 20 employees and ensured their productivity.
Call Center Representative
Sitel Philippines
Baguio City, Benguet
01.2015 - 01.2018
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Maintained strong call control and quickly worked through scripts to address problems.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
Education
Bachelor of Science - Education
Benguet State University
La Trinidad, Benguet Philippines03-2011
Skills
- Report Preparation
- Workflow Management
- Complaint resolution
- Handling Escalations
- Call Center Operations
- Training and mentoring
- Call Monitoring
- Schedule Coordination
- Audit Support
- Sales Promotion
- Quality Assurance
- Regulatory Compliance
- Decision-Making
- Deadline-oriented
- Customer Service
- Excellent time management skills
Timeline
Unit Manager
Concentrix Philippines
03.2018 - 07.2024
Call Center Representative
Sitel Philippines
01.2015 - 01.2018
Bachelor of Science - Education
Benguet State University
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