Angelica M.
Customer Service Representative in Sales, Back Office Email support and Collection
Open to offersNew to PlatformAbout
Angelica May C. is an experienced Customer Service Representative with over seven years in the call center and business process outsourcing sector in the Philippines. Her expertise spans customer relations, collections, and back office support, highlighted by her roles at Telus Digital Vertis North, Alorica Centris Edsa, and iQor Philippines Clark. At Telus, she coordinated bookings, managed VIP client services, and drove a 10% increase in the sale of optional extras through upselling. In collections roles, she achieved a 20% debt recovery rate and reduced issue resolution times by 15% through precise documentation and escalation. She is adept at using helpdesk software, contributes to knowledge bases, and utilizes Salesforce CRM to optimize operations and enhance customer satisfaction across customer service and sales domains.
Experience
CSR in Sales & Back Office Email Support
Telus Digital Vertis North · 2021 — 2025Efficiently coordinated bookings and provided tailored advice on additional services to customers. Ensured customers understood rental parameters, contributing to a notable increase in upselling optional extras. Worked closely with managers at each rental location to guarantee that VIP clients received appropriate assistance. Handled bookings and inquiries from VIP clients to ensure their needs were effectively met.Collections Agent/CSR
Alorica Centris Edsa · 2019 — 2020Addressed customer issues in a timely manner, improving client satisfaction levels. Escalated unresolved matters to internal teams, successfully reducing the time taken for issue resolution. Documented accurate customer feedback to facilitate process enhancements. Contributed to a knowledge base by creating solution articles that bolstered team efficiency. Utilized helpdesk software to optimize customer service operations.Collections Agent/CSR
iQor Philippines · 2017 — 2019Interacted with customers to manage delinquent accounts, leading to a significant recovery rate of debts. Negotiated practical payment plans to avert further delinquency. Organized and maintained detailed records of customer communications, which assisted representatives in facilitating smoother future interactions.
Skills & Expertise
Education
- Bachelor of Science in Business Administration, major in MarketingUniversity of Manila · 2014 — 2015
- High SchoolDon Quintin Paredes High School · 2011 — 2014
- High SchoolSan Francisco High School · 2010 — 2011
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