Chavez
Senior Telecommunications Escalation Specialist
Open to offersNew to PlatformAbout
Christine M. is a dedicated Customer Service and Escalation Specialist with over seven years of experience in the telecommunications sector. Her career, notably at TELUS International Philippines, has focused on handling complex billing disputes, service complaints, and account concerns. She excels in Escalation Management, proficiently managing executive-level escalations, and has developed a knack for Conflict Resolution and Customer Retention. Christine's role requires effective Cross-Functional Collaboration, coordinating with various departments including Privacy Teams and Technical Support to secure favorable outcomes for customers. She started her career as a Customer Service Representative and has progressively advanced to senior roles where she supports customer retention through diligent account management and professional communication. With educational background in Business Administration and Marketing Management, Christine combines her academic knowledge with industry experience to enhance customer satisfaction and loyalty.
Experience
TELUS Mobility Escalation Specialist
TELUS International Philippines · 2024 — PresentManaged advanced customer escalations and handled manager-requested calls for TELUS Mobility clients. Investigated complex billing disputes, service complaints, and account issues through detailed account history reviews. Coordinated with Privacy Teams, Back Office, Technical Support, Leadership Teams, and other departments. Oversaw sensitive customer cases requiring high-level problem-solving and executive-level decision-making. Acted as a senior escalation resource for frontline representatives, ensuring adherence to company policies. Supported customer retention by effectively resolving conflicts while maintaining professional communication.Customer Loyalty Specialist
TELUS International Philippines · 2023 — 2024Provided assistance to TELUS Mobility customers with their account management, plan adjustments, device upgrades, and service inquiries. Delivered high-quality customer service while contributing to sales and retention efforts through product recommendations. Processed contract renewals, account changes, and device upgrades accurately and efficiently. Addressed escalated customer issues and complex service problems with professionalism. Fostered customer loyalty through effective communication, resolution of issues, and initiatives aimed at customer satisfaction.Staff Administration and Finance
Techsupport.Ph · 2022 — 2022Oversaw payroll, maintained employee records and personnel files with precision and confidentiality. Prepared purchase orders, invoices, and reports while coordinating schedules and managing office administration activities. Assisted in recruitment, onboarding, and processing employee documentation.Customer Service Representative
Mirof Resources Inc. · 2020 — 2021Provided support to customers regarding billing, network, and equipment issues while addressing complaints and service-related problems. Kept detailed records of customer interactions and account documentation, recommending suitable solutions as needed.Customer Sales Representative
Curo Teknika · 2017 — 2018Promoted products and services while assisting customers with service subscriptions, renewals, and sales support.Customer Service Representative
Global Integrated Contact Facilities (GICF) · 2016 — 2017Engaged with customers through phone and email, resolving complaints and addressing service requests. Participated in training new customer service representatives.
Skills & Expertise
Education
- Business Administration Major in Marketing ManagementUniversity of Manila