Madel A.
Senior Customer Service Specialist
Open to offersNew to PlatformAbout
Madel C. is a seasoned Customer Service & Retention Specialist with over nine years of experience in customer service and support roles across BPO and e-commerce environments. Demonstrating expertise in resolving customer concerns and managing high-volume interactions, she has a proven track record in enhancing customer satisfaction and reducing churn with a consistent 50% monthly save rate. At Allied Fusion BPO, Madel served as a Subject Matter Expert and Quality Analyst, guiding call handling and delivering actionable feedback to improve team performance. Skilled in using Zendesk and Chargebee, she adeptly manages subscriptions and customer inquiries. Her background also includes roles such as a Banking Customer Service Representative with Firstsource Solutions Ltd, focusing on UK mortgage support, and an Outbound Sales Specialist at Greenwire, where she was recognized as a Top Sales Agent for her performance in the Health & Wellness Products sales campaign. Madel’s technical proficiency further extends to Microsoft Office and Google Workspace, supporting her operational efficiency and attention to detail in high-paced support environments.
Experience
Customer Service & Retention Specialist | SME | Quality Analyst
Allied Fusion BPO · 2019 — 2026Managed a high volume of inbound customer interactions, addressing billing, subscription, and service issues efficiently. Handled escalations while providing clear, solution-focused support to enhance customer satisfaction. Assisted agents as a Subject Matter Expert by offering guidance on call handling and best practices, while also monitoring interactions and giving constructive feedback as a Quality Analyst. Employed Zendesk and Chargebee for managing customer inquiries and tickets.Banking Customer Service Representative (UK Mortgage)
Firstsource Solutions Ltd · 2019 — 2019Provided support to customers regarding mortgage inquiries, payments, and account issues. Ensured accuracy and compliance while handling sensitive financial information and communicated effectively with international clients to facilitate understanding and resolution.Outbound Sales Specialist (Health & Wellness Products Sales Campaign)
Greenwire · 2017 — 2017Developed customer relationships through outbound communications and needs assessment. Managed objections professionally, maintaining a positive customer engagement and consistently achieving performance targets.Chat Support Representative (Best Buy Account)
TeleTech · 2015 — 2016Delivered real-time chat support to customers, assisting with inquiries and product selection. Resolved issues and managed escalations to ensure a smooth online shopping experience while maintaining strong performance metrics in CSAT, NPS, and response time.Customer Service Representative (E-commerce Account)
Azpired · 2014 — 2015Supported customers with inquiries regarding orders, returns, shipping, and product concerns. Efficiently resolved issues while ensuring a positive customer experience and met performance metrics within a fast-paced environment.
Skills & Expertise
Education
- Bachelor of Science in Business Administration (Business Management)University of the Visayas – Cebu City