Gladys B.
Senior Customer Service Representative
Open to offersNew to PlatformAbout
Gladys S. is a highly skilled Customer Service Representative with extensive experience in the telecommunications and call center industry. Beginning her career at Panasiatic Call Center Inc, she served as a Technical Representative from July 2013 to February 2015, expertly assisting customers with troubleshooting and maximizing their service usage. Progressing to the position of Team Lead, Gladys managed a team of agents, ensuring optimal delivery of client-mandated metrics and handling escalations with precision. From 2021 to 2022, she transitioned to Transcom, where she adeptly explained billing details and educated customers about services within the COMCAST domain. Since October 2022, Gladys has been part of the Dispatch team at Collective Solution, liaising with insurance providers like Progressive and State Farm to assist customers with roadside assistance and billing concerns. Her educational background includes studies in Chemical Engineering from Colegio San Agustin Bacolod, and she is recognized for her expertise in sales, customer relations, and resolving escalations.
Experience
Customer Service Representative
Transcom · 2021 — 2022Worked in the billing department, providing clear instructions and education regarding customer bills and services for COMCAST.Customer Service Representative
null · 2021 — 2022Processed orders for Domino’s Pizza.null
Collective Solution · 2022 — PresentPart of the dispatch team, contacted service providers to assist car insurance holders requesting roadside assistance, verified customer auto insurance coverage, and sought approvals from insurance providers like Progressive, State Farm, and USAA for expenses needing out-of-pocket payments. Addressed service provider billing inquiries via off the phone ticketing.Team Lead
Panasiatic Call Center Inc · 2015 — 2021Oversaw a team of agents to ensure they met client-defined metrics, managed escalations effectively, and supervised a specialized group of agents addressing customer complaints.Technical Representative
Panasiatic Call Center Inc · 2013 — 2015Handled customer calls and assisted with issues related to TelCo services, provided troubleshooting steps, and aided customers in maximizing their service usage.
Skills & Expertise
Education
- Bachelor of Science in Chemical Engineering- UndergraduateColegio San Agustin Bacolod
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