Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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SARAH RUTH DALAYAP

Montreal,QC

Summary

Results-oriented professional with extensive experience in customer service and technical support, recognized for implementing process improvements that enhance operational efficiency. Proven ability to drive business growth while ensuring high levels of customer satisfaction. Seeking to contribute skills in a challenging role that emphasizes innovation and service excellence.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Microsoft 365 Small Business Technical Advisor Level I

Sherweb
Sherbrooke, Canada
03.2023 - Current
  • Successfully reduced technical downtime by 20% through effective troubleshooting and support for small businesses
  • Increased cost savings by 15% by advising on optimal licensing solutions and subscriptions for businesses

Senior Process Associate

TATA Consultancy
Manila, Philippines
10.2022 - 02.2023
  • Addressed customer inquiries promptly and professionally through various communication channels, ensuring a high level of customer satisfaction
  • Recognized and capitalized on opportunities to promote and sell additional products and services to customers, contributing to a 10% increase in upsell/cross-sell revenue

Customer Service Analyst

Accenture
Manila, Philippines
08.2021 - 09.2022
  • Evaluated candidate information, such as resumes and contact details, as a Talent Acquisition Specialist
  • Developed interview and selection processes, including initial screening calls and assessments, resulting in a 20% improvement in recruitment efficiency

Administrative Assistant

Emapta
Manila, Philippines
03.2019 - 08.2021
  • Handled phone and email inquiries effectively, ensuring customer satisfaction
  • Conducted precise data entry and management tasks in the internal system, maintaining accuracy at a 99% rate
  • Successfully reconciled accounts, processed orders, and transactions with exceptional accuracy

Technical Support Representative, Microsoft account

Concentrix
Manila, Philippines
04.2018 - 03.2019
  • Identified and resolved technical issues for customers, focusing on Windows Operating System problems, resulting in a 25% decrease in user-reported system errors
  • Offered actionable guidance on resolving user issues promptly, leading to a 30% reduction in average issue resolution time

Customer Service Representative, Amazon account

Alorica Teleservices Inc.
Manila, Philippines
07.2017 - 02.2018
  • Acknowledged and resolved customer complaints regarding orders, resulting in a 15% increase in customer satisfaction ratings
  • Maintained a positive, empathetic, and professional attitude during customer interactions, contributing to a 10% improvement in customer retention rates

Education

Bachelor of Science - Business Administration Marketing Management

Mariano Marcos State University
Batac City, Ilocos Norte

Skills

  • Time management
  • Strategic planning
  • Customer Relationship Management
  • Business Process Improvement
  • Account Management
  • Data analysis

Certification

MS-900 - Microsoft 365 Fundamentals

Languages

English, Intermediate (B1)

Timeline

Microsoft 365 Small Business Technical Advisor Level I

Sherweb
03.2023 - Current

Senior Process Associate

TATA Consultancy
10.2022 - 02.2023

Customer Service Analyst

Accenture
08.2021 - 09.2022

Administrative Assistant

Emapta
03.2019 - 08.2021

Technical Support Representative, Microsoft account

Concentrix
04.2018 - 03.2019

Customer Service Representative, Amazon account

Alorica Teleservices Inc.
07.2017 - 02.2018

Bachelor of Science - Business Administration Marketing Management

Mariano Marcos State University

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SARAH RUTH DALAYAP