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Lyka J. — Senior Customer Service Representative from Philippines

Lyka J.

Senior Customer Service Representative

Philippines 3-6 years
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Lyka J., a seasoned Business Process Outsourcing professional from Bacolod City, Philippines, brings over six years of expertise spanning sales, telecommunications, and healthcare industries. As a former Sales Associate and Customer Service Representative at TELEYSYNERGY CORP for three years, she adeptly handled high-volume customer interactions, utilizing her skills in Outbound & Inbound Sales to exceed sales quotas and enhance customer retention. Her tenure at TELETECH BACOLOD in healthcare support further honed her ability to guide members through intricate account inquiries while ensuring secure documentation compliant with data privacy standards. Lyka's experience at TRANSCOM BACOLOD involved providing Technical Support for telecommunications, focusing on troubleshooting to optimize client satisfaction. A strong communicator with proficiency in CRM management, Lyka consistently demonstrated multitasking and time management prowess. Her office productivity skills are supported by her proficiency in Microsoft Office and collaborative platforms like Zoom and Slack.

Experience

  • Sales Associate and Customer Service Representative (Outbound & Inbound Sales)

    TELESYNERGY CORP
    Handled a high volume of incoming and outgoing customer interactions while maintaining a solution-focused attitude. Addressed complex queries related to billing, account changes, and product details to ensure customer satisfaction. Achieved monthly sales quotas and retention goals through effective communication and relationship-building. Ensured high productivity while providing exceptional customer service aligned with KPIs. Employed advanced problem-solving methodologies to manage sensitive customer issues, safeguarding brand integrity and retention rates. Recorded comprehensive and secure documentation of all customer interactions and system transactions in the internal CRM platform.

  • Healthcare Customer Service Representative

    TELETECH BACOLOD
    Assisted healthcare members with detailed inquiries regarding their accounts, benefits, and coverage accurately and empathetically. Efficiently resolved sensitive customer issues to maintain satisfaction and loyalty. Documented interactions, updates, and medical records while adhering to data privacy regulations. Worked with cross-functional teams to enhance workflows, resulting in reduced average handle time (AHT) and improved productivity. Analyzed performance data against quality metrics to ensure team objectives were met.

  • Technical Support / Customer Service Representative (Telecommunications)

    TRANSCOM BACOLOD
    Identified and resolved technical issues for telecommunications clients, contributing to a decrease in repeat calls. Offered thorough troubleshooting support for hardware, software, and account queries. Provided quality phone support while accurately documenting cases in real time for effective resolution. Managed complex client inquiries, account discrepancies, and product-related issues to enhance customer satisfaction. Maintained strict compliance with operational guidelines and service level agreements (SLAs) during each interaction.