Ma C.
Senior Customer Care Specialist
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About
Ma Cristina A. is a seasoned Customer Care Specialist based in the Philippines, bringing over 14 years of expertise in multi-channel customer service. Her extensive experience spans across phone, email, live chat, and social media platforms, with a solid track record in environments characterized by fast pace and metrics-driven objectives. Known for her proficiency in resolving inquiries and complaints with precision, she adeptly handles issue escalation while ensuring CRM data accuracy on platforms such as Salesforce, Genesys, and Incadea. At Jaidah Motors and Trading Company in Doha, Qatar, Ma Cristina demonstrated her capability as a Customer Service Representative by managing diverse customer interactions and supporting retention initiatives through strategic CRM-based campaigns. Her collaboration with cross-functional teams further facilitated high first-contact resolution rates and compliance with quality guidelines. Her previous experience also includes roles as a Telephone Operator, showcasing her strong communication and problem-solving skills within hospitality and financial services. Ma Cristina holds a Bachelor of Arts in Mass Communication from AMA Computer University.
Experience
Customer Service Representative, Showroom Receptionist & Lead Consultant
Jaidah Motors and Trading Company · 2012 — 2026Provided responses to customer inquiries through phone, WhatsApp, and social media while ensuring timely and accurate dissemination of information regarding products and services. Followed established procedures to escalate unresolved or priority issues to relevant internal teams. Addressed customer complaints with a focus on empathy and professionalism, upholding a customer-centric approach. Kept customer records and interaction logs current across CRM platforms such as Salesforce, Genesys, and Incadea. Handled order processing, service bookings, and modifications, coordinating returns and follow-ups to ensure resolution. Implemented CRM-based retention and recall campaigns to enhance customer satisfaction and loyalty. Worked collaboratively with sales, service, and administrative teams to resolve issues and foster a positive team environment. Achieved high rates of first-contact resolution while adhering to quality guidelines and performance metrics.Telephone Operator
Ramada Plaza / Radisson Blu Hotel · 2009 — 2012Managed a large volume of guest calls, directing inquiries to the appropriate departments while providing quick and professional assistance regarding services, reservations, and hotel facilities. Ensured confidentiality and professionalism in all telephone communications to facilitate seamless front-office operations.Telephone Operator / Receptionist
Paramount Life & General Insurance Corporation · 2007 — 2007Handled both inbound and outbound calls while welcoming clients and executing front-desk operations along with administrative tasks. Directed inquiries to the correct personnel and recorded messages with a strong emphasis on data accuracy and detail.Telephone Operator
Metropolitan Bank and Trust Company · 2006 — 2007Managed high-volume calls by operating switchboard systems and routing inquiries effectively to the appropriate departments and personnel. Ensured accurate information retrieval and message taking, maintaining confidentiality and professional communication standards.
Skills & Expertise
Education
- Bachelor of Arts in Mass CommunicationAMA Computer University · — — 2002
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