Lovely Joy Zabala
145 Wallace Road Mangere Bridge,Auckland
Summary
Dedicated customer service professional with expertise in resolving issues and enhancing customer satisfaction. Skilled in communication and time management, contributing to high-quality service delivery.
Overview
9
9
years of professional experience
Work History
Administrative Assistant
SerSol Ltd.
145 Wallace Road Mangere Bridge
07.2024 - Current
- Managed daily office operations and maintained organized filing systems.
- Coordinated meetings, prepared agendas, and recorded minutes for team discussions.
- Facilitated communication between departments to ensure project alignment.
- Scheduled appointments and managed calendars for executives effectively.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Managed database systems containing customer contact information.
- Processed invoices for payment using accounting software applications.
Customer Service Representative
Peak Support
Manila, Philippines
09.2022 - 04.2023
- Resolved customer inquiries promptly, achieving 95% NPS for high satisfaction rates.
- Managed customer accounts, ensuring accurate updates and information.
- Utilized CRM software to track interactions and gather customer feedback.
- Educated customers on product features and services effectively.
- Handled over 80 high-volume calls daily while maintaining professionalism.
- Documented interactions for future reference and follow-up actions.
- Developed strong relationships to encourage repeat business and loyalty.
- Maintained composure in stressful situations, diffusing tension effectively.
Customer Service Representative
Alorica
Davao City, Philippines
05.2018 - 12.2021
- Educated customers on product features and services, enhancing overall understanding.
- Handled high-volume calls while maintaining professionalism and composure.
- Resolved customer inquiries with accurate information regarding products and services.
- Delivered excellent service to address customer complaints promptly.
- Promoted customer satisfaction through knowledgeable and friendly problem resolution.
- Assisted customers with selection, ordering, billing, returns, exchanges, and technical support.
- Managed over 90 calls daily with an average handle time of five minutes per call.
- Achieved 98% NPS by providing exceptional customer service to ensure satisfaction.
Returns Associate
2go Logistics
Davao City, Philippines
01.2017 - 01.2018
- Processed return shipments efficiently and accurately for timely resolution.
- Collaborated with customer service teams to address return inquiries and issues.
- Inspected returned items for damage and assessed restocking eligibility.
- Coordinated with logistics partners to schedule pickups for returned merchandise.
- Trained new associates on returns procedures and best practices in handling products.
- Implemented process improvements to streamline return workflows and reduce errors.
- Ensured compliance with company policies regarding product returns and exchanges.
- Maintained accurate records of all transactions for audit purposes.
- Provided feedback to management regarding any problems encountered during the returns process.
- Managed customer inquiries via phone, email, chat. regarding returns and exchanges.
- Identified potential fraudulent activities associated with returns and exchanges.
Education
Master of Management
ICL Graduate Business School
Auckland, New Zealand11-2025
Bachelor of Arts - Social Studies
Holy Cross Collegeof Calinan
Calinan Davao City, Philippines03-2017
Skills
- Customer service
- Microsoft Office
- Communication skills
- Time management
- Organizational skills
- Team collaboration
- Service upselling
- Shipping procedures
- Order processing
- Call center experience
- Call center operations
- Refunds processing
- Email management
Timeline
Administrative Assistant
SerSol Ltd.
07.2024 - Current
Customer Service Representative
Peak Support
09.2022 - 04.2023
Customer Service Representative
Alorica
05.2018 - 12.2021
Returns Associate
2go Logistics
01.2017 - 01.2018
Master of Management
ICL Graduate Business School
Bachelor of Arts - Social Studies
Holy Cross Collegeof Calinan