Anatita B.
Mid-Level Customer Service Representative
Open to offersNew to PlatformAbout
Anatita B. is a skilled professional with extensive expertise in customer service and the travel industry. Bringing a strong academic background with a Bachelor's degree in Marketing from PUP, Manila, she has held notable positions such as Advisor I at Concentrix Malaysia, delivering comprehensive support and content moderation. Her role involved efficiently addressing customer inquiries and maintaining quality standards across various channels. Previously, at TTEC Phils and AFNI Philippines, she excelled in handling complex customer issues for major telecom accounts like Verizon, utilizing her knowledge in billing and technical support to ensure customer satisfaction. As a former Team Leader at Sykes Asia, she effectively led a team to manage financial inquiries, enhancing service quality and implementing process improvements. Additionally, as a Travel Agent and Tour Guide, she curated personalized travel experiences, showcasing destinations and cultural insights while handling complex itineraries. Her proficiency in major GDS systems, alongside English, Tagalog, Cebuano, and Spanish language skills, further underscores her versatile service capabilities.
Experience
ADVISOR I (CSR AND CONTENT MODERATOR)
CONCENTRIX MALAYSIA · 2023 — PresentDelivered customer support by addressing inquiries and resolving issues, ensuring a positive customer experience through various channels. Reviewed user-generated content, moderating it to comply with platform policies and community standards. Managed substantial task volumes efficiently while maintaining service quality.CSR II - VOICE TELCO ACCOUNT (VERIZON)
TTEC PHILS · 2022 — 2022Handled inbound calls from customers, addressing billing, network, and service-related issues with precision and timeliness. Communicated clearly and professionally while troubleshooting problems and processing requests. Worked to meet performance metrics and call quality standards to ensure customer satisfaction.CSR - CHAT TELCO ACCOUNT (VERIZON)
AFNI PHILIPPINES · 2021 — 2022Provided real-time support through chat, assisting customers with technical and billing inquiries. Ensured professional communication while delivering efficient solutions. Managed multiple conversations at once, consistently meeting performance and response time targets.TRAVEL AGENT/TOUR GUIDE
AB EXPRESS TRAVELS PHILS · 2016 — 2020Led tours for individuals and groups, offering informative experiences about destinations and cultural sites. Consulted with clients to assess their travel needs and researched suitable accommodations, transportation, and activities. Created detailed itineraries and managed bookings while providing updates on travel requirements.TEAM LEADER - FINANCIAL ACCOUNT (VOICE)
SYKES ASIA INC · 2013 — 2016Guided a team of customer service agents handling financial accounts, focusing on service quality and regulatory compliance. Monitored performance metrics and conducted coaching to enhance team productivity and customer satisfaction. Managed escalations and supported day-to-day operations to meet business objectives.STORE MANAGER
MANG INASAL PHILS · 2010 — 2011Supervised daily operations of the store, ensuring service efficiency and food quality per health standards. Trained staff and managed inventory, scheduling, and cash handling. Addressed customer concerns promptly while maintaining a clean and organized environment.
Skills & Expertise
Education
- Masters in Business Administration Major in Financial Management (Undergraduate)PUP · 2021 — 2022
- Bachelor in Business Administration Major in MarketingPUP · 2006 — 2010
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