Luz Bautista
Queenstown,OTA
Summary
Self-motivated and results-driven professional with extensive experience delivering excellent service across telecommunications, customer support, sales, retail, and hospitality. Known for reliability, quick learning, and consistently executing responsibilities with precision and dedication.
Proven ability to adapt to diverse work environments, handle complex tasks, and provide exceptional service while maintaining high performance standards. Seeking a position within a well-established, forward-thinking organization where I can leverage my skills, experience, and strong work ethic to contribute positively to the company’s success.
Overview
26
26
years of professional experience
Work History
Family Store Assistant (Volunteer)
The Salvation Army
Lake Hayes, Queenstown
03.2026 - Current
- Helped sort and price donated items for sale in the store.
- Organized merchandise on shelves and maintained store presentation.
- Supported cashier operations by processing transactions efficiently.
- Communicated regularly with other store staff members to coordinate activities.
Customer Service Specialist - Hospitality Agent
Mint House in collaboration with XACT
Bani, Bayambang
09.2024 - 08.2025
- Provide outstanding service to guests through various communication channels (phone, email, chat).
- Address and resolve guest inquiries and complaints promptly and professionally.
- Maintained accurate records of customer interactions daily.
Retail Store Owner
Lydia's Sari-Sari Store
Bani, Bayambang
05.2021 - 08.2024
- Managing daily operations of the store, including opening and closing procedures. Inventory management, such as ordering stock, monitoring stock levels, and organizing storage.
- Customer service, ensuring customers receive friendly and efficient service and resolving complaints.
- Financial management, including budgeting, pricing, tracking sales, and handling cash flow.
Sales Representative
Tata Consultancy Services
Bonifacio Global City, Taguig City
01.2020 - 04.2021
- Conducted cold calls using provided phone directories to promote and sell products and services.
- Provided customers with detailed information about product features, pricing, and benefits, addressing questions and concerns.
- Maintained accurate records of calls, sales, and customer information to track performance and follow up effectively.
Customer Service Representative
Concentrix
Eulogio Rodriguez Jr. Ave, Quezon City
10.2018 - 01.2019
- Responded to inquiries from drivers regarding account information, income, and incentive programs, providing accurate and timely assistance.
- Assisted drivers and riders with basic troubleshooting of app issues, booking cancellations, and account deactivation.
- Escalated lost and found cases, as well as accident reports, to the appropriate departments for proper handling.
- Ensured a professional and courteous experience for all drivers and riders while upholding company policies and standards.
Technical Support Role
Convergys
Ortigas Center, Mandaluyong City
08.2017 - 12.2017
- Served as the initial point of contact for customer billing inquiries, including balance statements, refund updates, order placement, and escalation of unauthorized purchase concerns.
- Assisted customers with account navigation and troubleshooting for Microsoft accounts, including password resets, account recovery, and support for compromised or hacked accounts.
- Provided basic technical troubleshooting for hardware-related issues involving Xbox 360 and Xbox One console.
Customer Representative
Teleperformance
Greenfield District, Mandaluyong City
12.2009 - 10.2015
- Cross-trained across multiple Lines of Business (Retail and Wholesale Voice and Data Services) to provide comprehensive customer support.
- Handled 50–70 inbound calls daily from retail and wholesale customers, technicians, specialists, and other service providers.
- Delivered first-call resolution by guiding customers through basic troubleshooting steps and resolving technical issues efficiently.
- Demonstrated the ability to quickly learn and adapt to new information, processes, and system upgrades.
- Consistently met and exceeded company performance metrics, including quality assurance, compliance, and customer satisfaction targets.
- Acted as Point of Contact (POC) and Subject Matter Expert (SME) for the team in the supervisor’s absence, including managing escalated customer concerns and supporting team members in resolving difficult cases
Chat and Email Team Leader
GRALILY INCORPORATED
Dona Julia Vargas , Ortigas Center
10.2008 - 09.2009
- Successfully supervised and guided a team of 10–20 chat support representatives in a high-volume customer service environment, closely monitoring productivity and service quality to maintain high performance standards.
- Monitored team performance metrics, provided feedback, and supported staff in resolving complex customer concerns to ensure efficient service delivery.
- Performed additional administrative and operational duties as delegated by management from time to time.
Caregiver/Nanny
MOTI YARHI AGENCY
Bat Yam , Tel-Aviv
12.1999 - 12.2005
- Supervised and cared for elderly individuals and children in the employer’s residence, ensuring their safety, well-being, and daily needs were met.
- Assisted with daily routines including preparing meals, feeding, bathing, dressing, maintaining proper hygiene, medication reminders and basic health care needs as directed by the family or medical professionals.
- Performed household tasks such as laundry, meal preparation, grocery shopping, running errands, and maintaining a clean and organized home.
- Built trusting relationships with families while respecting privacy and cultural values.
Education
Bachelor of Secondary Education
Pangasinan State University
Bayambang Pangasinan, Philippines04-1998
Skills
- Customer service
- Communication skills
- Data Entry
- Inventory management
- Visual merchandising
- Good analytical and problem-solving skill
- Ability to multitask
- Guest service excellence
- Subject Matter Expertise
Referees
- Referees available upon request.
Timeline
Family Store Assistant (Volunteer)
The Salvation Army
03.2026 - Current
Customer Service Specialist - Hospitality Agent
Mint House in collaboration with XACT
09.2024 - 08.2025
Retail Store Owner
Lydia's Sari-Sari Store
05.2021 - 08.2024
Sales Representative
Tata Consultancy Services
01.2020 - 04.2021
Customer Service Representative
Concentrix
10.2018 - 01.2019
Technical Support Role
Convergys
08.2017 - 12.2017
Customer Representative
Teleperformance
12.2009 - 10.2015
Chat and Email Team Leader
GRALILY INCORPORATED
10.2008 - 09.2009
Caregiver/Nanny
MOTI YARHI AGENCY
12.1999 - 12.2005
Bachelor of Secondary Education
Pangasinan State University