Ma M.
Mid-Level Customer Support Specialist
Open to offersNew to PlatformAbout
Ma. A. is a seasoned professional with a rich background in customer service and sales across multiple industries. As a Customer Concierge at Intogreat Solutions for Blacklane Transportation Services, she provided high-end support to global clients, managing bookings and modifications for VIP travelers. Her role demanded an expert-level understanding of Blacklane's offerings, and she excelled in ensuring seamless travel experiences. Previously, during her tenure as a Loan Processor at The Loan Man, she effectively processed loan applications, coordinated appointments, and maintained regulatory compliance, significantly enhancing customer engagement and satisfaction. At Golden Time Pieces, she handled email support, resolving inquiries efficiently. Earlier, she advanced to a Winback & Retention Sales Specialist at TPG Telecom, where she successfully re-engaged former customers, reducing churn rates. Her journey began as a Senior Sales Associate with WNS Global Services at Expedia, where her exceptional service and sales acumen led her to outperform targets and achieve high customer satisfaction scores.
Experience
Customer Concierge
Intogreat Solutions – Blacklane Transportation Services · 2023 — 2025Offered high-end customer support for global clients using the Blacklane platform for premium chauffeur and airport transfer services. Facilitated booking modifications, schedule coordination, and trip management for VIP travelers across various time zones. Delivered exceptional service through phone, email, and chat, ensuring smooth travel experiences. Managed last-minute changes, special requests, and escalations while maintaining discretion and professionalism. Kept extensive knowledge of Blacklane’s services and policies to assist clients proactively.Loan Processor / Appointment Setter (Direct Hire)
The Loan Man · 2021 — 2023Processed loan applications from initial inquiry to final approval, ensuring document accuracy and compliance with lending policies. Scheduled appointments for loan officers and clients to enhance daily productivity. Pre-qualified applicants by collecting financial information and conducting assessments to align them with appropriate loan products. Stayed informed about loan types, interest rates, and regulations to provide accurate client information. Followed up on leads using calls, emails, and CRM tools, aiding in increased customer engagement and successful loan closures.Email Support Representative
Golden Time Pieces · 2021 — 2023Delivered professional email support to customers regarding orders, product inquiries, shipping, and warranty issues. Addressed customer concerns with efficiency, fostering satisfaction and brand loyalty. Coordinated with fulfillment and logistics to track orders, manage delays, and handle replacements or refunds. Kept accurate records of customer interactions using internal CRM tools and followed up for timely resolutions. Assisted in developing internal FAQs and response templates to enhance team workflows and service consistency.Winback & Retention Sales Specialist
TPG Telecom · 2019 — 2021Advanced from inbound sales to the winback & retention team due to strong performance. Re-engaged former customers through outbound calls, addressing cancellation reasons and providing tailored solutions for account recovery. Responded to objections with professionalism, working to rebuild customer trust and encourage retention. Evaluated customer needs and usage to suggest more suitable service plans, increasing retention success. Collaborated with support and technical teams to resolve service issues linked to cancellations.Senior Sales Associate
WNS Global Services – Expedia Travel Account · 2016 — 2019Provided outstanding customer service and sales support for travelers booking flights, hotels, and vacation packages through the Expedia platform. Assisted with complex travel arrangements, including changes and cancellations, while upselling additional services. Achieved and surpassed sales targets and maintained exceptional call quality metrics and customer satisfaction scores. Managed high volumes of inbound calls, offering real-time solutions for booking issues and payment concerns. Collaborated with internal teams to resolve escalated issues, ensuring a seamless service experience.
Skills & Expertise
Education
- Associate in Hotel and Restaurant ManagementICCT - Cainta · 2011 — 2013
- SecondarySta Lucia High School · 2006 — 2010