Mary Angelique Baliclic
Sunnyhills
Summary
Experienced Customer Service Representative with a strong background in customer interactions and service solutions. Demonstrated expertise in conflict resolution, communication, and problem-solving, leading to exceptional levels of customer satisfaction and loyalty. Highly skilled at collaborating with teams and adapting to evolving needs, consistently providing efficient and empathetic service to achieve desired outcomes. Acknowledged for reliability and proactive approach in meeting customer and organizational goals.
Overview
6
6
years of professional experience
Work History
Account Associate
VXI Global Holdings
10.2023 - 08.2024
- Managed retail e-commerce accounts, assisting customers via live chat and email, and guiding them from pre-sales to after sales.
- Resolved customer issues by coordinating with sellers, filing disputes, and providing detailed information on refunds and shipping.
- Mentored junior associates in effective account management, fostering a culture of continuous learning and development.
- Managed multiple client accounts, maintaining a high level of organization and attention to detail.
- Optimized account management processes to enhance efficiency and accuracy.
Order Processing Specialist - Screener
Digital Room Inc.
08.2023 - 08.2024
- Maintained an organized database of customer orders, tracking progress from initiation to completion.
- Updated customer accounts and processed order changes in response to client requests, maintaining clear communication through email.
- Checked billing and shipping details for accuracy, mitigating the risk of fraudulent transactions.
- Reviewed customer-submitted logos to ensure compliance with copyright regulations.
- Reviewed and questioned suspicious order details to mitigate the risk of chargebacks.
- Monitored and tracked inventory to achieve prompt order fulfillment.
- Communicated with customers to verify information, fill out appropriate paperwork and carry out specified requests.
- Utilized customer service software to accurately enter customer data, process orders and update customer records.
Chat Support Representative
Digital Room Inc.
10.2021 - 09.2022
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
- Contributed to a positive work environment by assisting colleagues in resolving challenging situations when needed.
- Utilized CRM systems proficiently for tracking customer interactions, updating records, and managing follow-up actions as necessary.
- Exceeded established KPIs related to response time, resolution rate, and overall quality scores in chat support metrics.
- Supported the onboarding process for new employees as a mentor helping them adapt quickly to the role's requirements and responsibilities.
- Assisted customers in placing online orders and selecting products tailored to their needs.
- Provided expert advice on design requirements for printing and resolved customer complaints.
Customer Service Representative
Teleperformance
06.2018 - 06.2021
- Assist customers through calls and live chats for their telecommunication needs
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Handled customer care, technical support, and retention tasks efficiently.
Education
High School Diploma -
Polytechnic University of The Philippines
Manila, Philippines06-2018
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Computer proficiency
- Complaint handling
- Payment processing
- Professional telephone demeanor
- Order processing
- De-escalation techniques
- Live chat support
- Technical support
Awards
- Awarded as Year-To-Date Rank 1 Agent
- Consistently Included on the Quarterly and Monthly Ranking
- Q1 Agent (Above the goal for KPI)
- Selected as one of the agent to talk with the executives to provide feedback on the tools and how we can improve it
Timeline
Account Associate
VXI Global Holdings
10.2023 - 08.2024
Order Processing Specialist - Screener
Digital Room Inc.
08.2023 - 08.2024
Chat Support Representative
Digital Room Inc.
10.2021 - 09.2022
Customer Service Representative
Teleperformance
06.2018 - 06.2021
High School Diploma -
Polytechnic University of The Philippines
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