Cynthia O.
Senior Customer Service Specialist
Open to offersNew to PlatformAbout
Cynthia O., a seasoned professional with over a decade of experience in the BPO industry, has demonstrated a strong commitment to delivering exceptional customer service through her roles across various companies. As an Intake Specialist at Virtual Staff, LLC, she meticulously managed questionnaires and scheduled phone interviews while addressing claimant inquiries. During her tenure as an Account Representative at GC Services International, LLC for Verizon, Cynthia effectively resolved escalated customer issues and analyzed feedback to enhance organizational offerings. At CVG Philippines, she served as a Technical Support Representative for QuickBooks, where she diagnosed technical software problems and ensured thorough documentation in the CRM system. As a Product Specifics Trainer at Sutherland Global Services, she led foundational and internal training sessions, evaluated trainee performance, and tracked KPIs. Cynthia's proficiency extends to using tools like MS Word, Excel, and Google Docs, underscoring her adaptability and organizational skills within the industry.
Experience
Virtual Assistant and Scheduler
Preferred Care at Home · 2025 — 2026Coordinated the scheduling and assignment of caregivers to clients based on availability and specific skills. Managed shifts, confirmations, cancellations, and urgent staffing replacements while organizing and uploading client-related documents.Intake Specialist
Virtual Staff, LLC · 2023 — 2024Reviewed questionnaires to identify discrepancies or missing information and scheduled appointments for phone interviews with claimants. Responded to inquiries from claimants through SMS, phone, and email.Account Representative (Verizon)
GC Services International, LLC · 2020 — 2023Managed escalated customer accounts, addressing challenging payment and service issues while striving for resolution. Analyzed customer feedback from escalations to pinpoint recurring issues and opportunities for organizational improvement.Technical Support Representative (QuickBooks)
CVG Philippines · 2019 — 2020Diagnosed and resolved technical issues related to QuickBooks, such as software installation and compatibility. Escalated complex technical matters to higher-tier support and ensured follow-up on ongoing cases until resolution. Logged customer interactions, documenting issues and resolutions accurately in the company's CRM system.Product Specifics Trainer (Microsoft Answer Desk)
Sutherland Global Services · 2014 — 2019Conducted training sessions focusing on foundational knowledge, product specifics, and internal processes. Evaluated new hire trainees’ performance through quizzes and mock interactions, identifying areas needing improvement. Monitored and reported on the training's effectiveness regarding team performance against Key Performance Indicators (KPIs).Customer Service Representative (RushCard)
Telus International Philippines · 2013 — 2014Provided assistance with account inquiries, card activations, transactions, and billing concerns via phone. Educated customers about prepaid debit card features and security measures while ensuring issues were resolved efficiently and professionally. Recorded interactions accurately while complying with data-security protocols.Outbound Sales Representative (Citibank – Identity Monitor)
TSD Global Inc · 2012 — 2012Initiated outbound calls to leads to introduce the Identity Monitor service, articulating benefits and assessing interest. Effectively addressed customer objections, providing accurate information and resolving concerns. Followed up with interested leads, supplying additional information to foster the sales process.
Skills & Expertise
Education
- High School DiplomaCalabanga National High School · 1994 — 1998
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