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MARIA A. — Senior Customer Support Specialist from Philippines

MARIA A.

Senior Customer Support Specialist

Philippines 6+ years
Open to offersNew to Platform
Languages
English
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About

Maria A. is a seasoned customer service expert with over 6 years of experience, specializing in customer support and account management within the call center industry. At TaskUs, she excelled as a Customer Support Representative and Subject Matter Expert, where she provided advanced support and mentoring to junior representatives, handling escalated cases with a 95% resolution rate. Her consistent performance placed her in the top 10% of team performers for response time and escalation handling. Previously, at Teleperformance, Maria showed her technical prowess as an Operations Supervisor and Technical Support Representative by resolving over 40 technical issues daily with a 95% first-call resolution rate and introducing workflow optimizations that reduced handling times by 12%. Her proficiency in Microsoft Office, Google Workspace, CRM, and Trello complements her capability to manage administrative functions such as calendar management, data entry, and creating presentations, affirming her readiness to transition into a Virtual Assistance role.

Experience

  • Customer Support Representative (Subject Matter Expert)

    TaskUs · 2025 — Present
    Provided advanced customer support while mentoring junior representatives. Managed escalated cases, achieving a resolution rate of 95%. Contributed to process improvements that enhanced resolution times and consistently exceeded KPIs in response and escalation handling.

  • Customer Service & Account Representative

    TaskUs (Food Delivery Account) · 2022 — 2025
    Addressed an average of 40-70 customer inquiries daily through chat, email, and phone, securing a 95% customer satisfaction score. Managed escalated cases related to order issues, resolving 90% of them on the first interaction while consistently excelling in KPIs and being recognized for professionalism and empathy.

  • Operations Supervisor

    Teleperformance · 2021 — 2022
    Led a team of 30 representatives, increasing customer satisfaction scores by 15% within six months. Streamlined workflows to reduce average handling time by 12% and improved new-hire retention by 20% through targeted coaching. Supported employee engagement initiatives to enhance team morale and retention.

  • Technical Support Representative

    Teleperformance · 2020 — 2021
    Resolved an average of 40+ technical issues daily with a first-call resolution rate of 95%. Achieved top 10% ranking among agents for KPI performance and consistently surpassed monthly benchmarks.

  • HR Officer

    Romantic Baboy Consultancy · 2019 — 2020
    Recruited and onboarded over 25 employees while adhering to tight timelines. Enhanced training and onboarding processes, increasing integration satisfaction scores by 18%, and ensured full compliance with labor and government regulations.

Skills & Expertise

Customer Service and Admin SupportSupply ChainCustomer ServiceCustomer SupportCMSCustomer Service Representative

Education

  • Bachelor of Business Administration, Major in Office Management
    Eulogio “Amang” Rodriguez Institute of Science and Technology (EARIST) · 2021 — 2022