MARY VERGINIA SERILLES
Christchurch,CAN
Summary
Results-driven service professional with a strong track record in customer engagement, conflict resolution, and high-level problem solving. Adept at navigating complex situations with empathy and clarity while maintaining strong customer loyalty and operational efficiency. Recognized for reliability, proactive thinking, and the ability to collaborate across teams to deliver consistent, high-quality outcomes.
Overview
12
12
years of professional experience
Work History
Volunteer E-commerce Product Assistant
Yarn Queen
09.2025 - 2025
- Managed product documentation and specifications to ensure accuracy and compliance.
- Managed product listings and optimized descriptions to enhance search visibility.
- Updated and maintain product listing, description and images.
- Organised Product Categories and tags for easy customer navigation.
Technical Customer Service Representative
Telco Services Australia (One NZ)
08.2023 - 01.2025
- Maintained detailed records of customer interactions, ensuring accurate tracking and follow-up on open cases.
- Improved first-call resolution rates by effectively troubleshooting and diagnosing customer concerns.
- Developed strong relationships with clients by consistently providing exceptional service and technical expertise.
- Collaborated with team members to develop new strategies for optimizing technical support services.
- Facilitated communication between clients, service providers, and stakeholders throughout the relocation process.
- Managed all aspects of client relocations, ensuring a seamless transition and minimal disruption to their lives.
Human Resources Specialist/E-Commerce Specialist
Takimoto Corporation
04.2023 - 08.2023
- Served as a trusted advisor to both management and employees on matters related to human resources policies and procedures, ensuring consistent application across the organization.
- Maximized team knowledge and productivity by training, monitoring, and directing employees in application of best practices and regulatory protocols.
- Managed payroll operations accurately, ensuring timely disbursement of salaries and proper documentation for tax purposes.
- Reduced recruitment costs by utilizing social media platforms and networking events to source quality candidates.
- Managed inventory levels and coordinated with suppliers to ensure timely fulfillment of orders.
- Managed social media advertising campaigns to drive brand awareness, engagement, and online sales growth.
- Optimized website navigation, enhancing usability and promoting an intuitive shopping experience for customers.
CSR /Trainer Assistant/Team Leader - CRM Operations
Alorica
03.2021 - 04.2023
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
- Developed and delivered training programs for new call center agents, enhancing onboarding experience.
- Led team of agents to enhance customer satisfaction and service quality.
Employment Verification Specialist
Teleperformance
02.2019 - 12.2020
- Conducted employment verification by contacting employers, HR departments, and third-party agencies to confirm job titles, dates of employment, and salary details.
- Managed high-volume verification requests while maintaining accuracy and compliance with company policies and privacy regulations.
- Responded to inquiries from clients, employees, and background screening companies regarding employment verification status.
- Ensured timely completion of verifications within SLA (Service Level Agreements) to support hiring and onboarding processes.
Service Crew
Jobcon Worx Inc.
10.2016 - 10.2017
- Enhanced customer satisfaction by providing efficient and friendly service.
- Collaborated with team members to meet high standards of service during peak hours.
- Developed strong multitasking abilities while managing multiple responsibilities simultaneously during high-pressure situations.
- Prepared food items accurately and quickly, adhering to strict food safety guidelines.
- Maintained a clean and organized work environment for improved customer experiences.
Chicken Vendor
Marlina's Chicken
01.2013 - 12.2015
- Checked stock levels and restocked items to prepare for next shift.
- Enhanced customer satisfaction by providing efficient and friendly service at the food stand.
- Developed loyal customer base through consistent high-quality food offerings and excellent customer service.
- Maintained a clean and organized workspace, adhering to health and safety standards for optimal food service conditions.
Encoder
JCSGO Church
04.2014 - 05.2014
- Improved data accuracy by meticulously inputting information into the system.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
Education
Associate of Science - Computer And Information Systems
ICCT College
Rizal, Philippines06-2025
Bachelor of Science - Entrepreneurship
Quezon City University
Quezon City, Philippines12.2018
Associate of Science - Information Technology
Gardner College
Quezon City, Philippines03-2018
High School Diploma -
Pugad Lawin High School
Quezon City12.2016
Skills
- Strong interpersonal skills in customer relations
- Product listing optimization in Woocommerce
- Training development
- Online chat support
- Technical support
- Adaptability and flexibility
- Verbal and written communication
- Strategic decision-making
- Troubleshooting network issues
- Team management
- Strong task management
- Incident management
- Stocking supplies and retail products
- Sales and retail experience
- Computer skills
- Customer relationship management (CRM)
- Inventory management
- Staff training
- Critical thinking
- Troubleshooting and diagnosis
- Telecommunications proficiency
- Coaching and mentoring
Timeline
Volunteer E-commerce Product Assistant
Yarn Queen
09.2025 - 2025
Technical Customer Service Representative
Telco Services Australia (One NZ)
08.2023 - 01.2025
Human Resources Specialist/E-Commerce Specialist
Takimoto Corporation
04.2023 - 08.2023
CSR /Trainer Assistant/Team Leader - CRM Operations
Alorica
03.2021 - 04.2023
Employment Verification Specialist
Teleperformance
02.2019 - 12.2020
Service Crew
Jobcon Worx Inc.
10.2016 - 10.2017
Encoder
JCSGO Church
04.2014 - 05.2014
Chicken Vendor
Marlina's Chicken
01.2013 - 12.2015
Associate of Science - Computer And Information Systems
ICCT College
Bachelor of Science - Entrepreneurship
Quezon City University
Associate of Science - Information Technology
Gardner College
High School Diploma -
Pugad Lawin High School
Training
- T-mobile Cubao Leadership Training (January - March 2023)
- Ombudsman Leadership Training (2016)
- Journalism Training (2014-2016)
- Work Immersion at BFP in Retirement Beneficiary Section (March 5- March 28)
- Integrity Seminar (Ombudsman Jan. 2016)
- TECH Tutor 9 (Sm megamall Sep. 25, 2017)