Lerma M.
Mid-Level Customer Service Advisor
Open to offersNew to PlatformPortfolios
About
Mauricio L. is an experienced Customer Service Professional with expertise in the travel and BPO industries. He has a solid background in managing high-volume customer interactions through multiple channels including phone, chat, and email. His proficiency in Customer Experience and Complaint Handling has been honed through roles such as Advisor II at Concentrix, where he supported Uber drivers by resolving account and trip-related inquiries. Prior to this, Mauricio worked at Teleperformance in sales and customer service, handling flight, hotel, and car reservations, and coordinating with airlines on behalf of customers. He also gained valuable experience using Global Distribution System (GDS) tools, enhancing his Problem Solving and Communication skills. Mauricio's educational background includes a BS in Commerce with a major in Management from Saint Mary's University.
Experience
Advisor II – Customer Service Representative
Concentrix · 2023 — 2026Delivered multi-channel support to Uber drivers via phone, email, and chat, addressing account, trip, and service-related inquiries. Investigated and resolved customer inquiries by reviewing account and trip details, identifying appropriate solutions. Monitored driver trips during pickup, en route, and drop-off phases to assist with related concerns. Evaluated issues and collaborated with relevant departments for cases needing further investigation or escalation.Customer Service & Sales Representative
Teleperformance · 2018 — 2022Supported customers with flight, hotel, and car reservations, including modifications and scheduling changes. Facilitated phone and chat assistance for travel-related inquiries and worked with airline representatives on schedule adjustments. Identified customer needs and proposed suitable travel products and services, enabling upselling opportunities. Received training in Global Distribution System (GDS) tools for managing travel reservations.Customer Service Assistant
PhilHealth · 2016 — 2017Engaged in customer support activities, addressing inquiries and facilitating service-related tasks.Service Secretary
Toyota Dubai · 2014 — 2016Performed secretarial duties, supporting service operations and ensuring efficient workflow.Sales Assistant
Bambino Enterprise · 2012 — 2014Assisted in sales operations, providing support to customers and managing inventory tasks.
Skills & Expertise
Education
- Bachelor of Science in Commerce (Major in Management)Saint Mary’s University · — — 2017
- High SchoolSaint Vincent School · — — 2003
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