Verna Alvezo
Calgary
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
13
13
years of professional experience
Work History
Customer Service Associate
Hinduja Global Solutions
06.2022 - Current
- Handled customers’ advanced needs with properly escalated calls and scheduled service appointments
- Served as primary point of contact for customer inquires and questions
- Enhanced customer satisfaction with fast, knowledgeable service
- Maintained knowledge of products and services to promote, upsell and cross-sell
- Maximized satisfaction by anticipating needs and consistently offering expert support
- Protected customer and company information with strict use of established security procedures
Supervisor of Operations
Edo Japan
06.2022 - 12.2022
- Verified work quality through observations and performance monitoring
- Coordinated daily operation of team members conducting program activities
- Improved operations and reduced costs through use of lean practices
- Kept operations in compliance with applicable internal policies and regulatory standards
- Guided employees on how to handle difficult questions or problems
- Kept updated records of inventory, supplies and maintenance actions
Caregiver
Private Employer
09.2019 - 01.2022
Customer Service Associate
VXI Global Holdings BV
04.2018 - 06.2019
- Served as primary point of contact for customer inquires and questions
- Answered phones and resolved customer issues and complaints
- Processed customer transactions according to established policies and procedures
- Enhanced customer satisfaction with fast, knowledgeable service
- Offered customers information about products, services, prices and special offers
- Interacted with customers, promoting excellent service and experiences to generate repeat business
Workforce Management Specialist
Teletech
07.2012 - 03.2017
- Monitored queue and flag agents as needed
- Monitored agents’ activities and made sure they adhere to scheduled breaks and plotted meetings and up-trainings
- Monitored customer queues and call volumes to identify staffing shortages
- Monitored occupancy level to meet client's set target
- Reported any outages to client, management and IT
- Created and submitted reports to client and operations management
Education
Bachelor of Science - Business Management
Saint Paul School of Business And Law
Leyte, Philippines04.2006
Skills
- Customer Service
- Quality Assurance
- Complaint Handling
- Detail-oriented
- Sales
- Customer Support
- CRM Software
- Customer service
- Problem resolution
- Client Management
- Multi-tasking
- Adaptability and Flexibility
Languages
English
Tagalog
Timeline
Customer Service Associate
Hinduja Global Solutions
06.2022 - Current
Supervisor of Operations
Edo Japan
06.2022 - 12.2022
Caregiver
Private Employer
09.2019 - 01.2022
Customer Service Associate
VXI Global Holdings BV
04.2018 - 06.2019
Workforce Management Specialist
Teletech
07.2012 - 03.2017
Bachelor of Science - Business Management
Saint Paul School of Business And Law
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