Maria R.
Senior Customer Service Specialist
Open to offersNew to PlatformAbout
Maria R. is a seasoned Customer Service Specialist with over 13 years of experience across the banking, telecommunications, travel, and real estate sectors. Her work with Australia and New Zealand Banking Group Limited involved supporting fraud and transaction disputes, managing lost and stolen card cases, and providing administrative support. Maria has demonstrated proficiency in handling customer inquiries and resolving issues through digital chat support, ensuring accuracy and adherence to banking regulations. Her role as a Complaints Case Manager at Acquire BPO emphasized her ability to manage telecommunications complaints efficiently while coordinating resolutions. Additionally, Maria's background as a Travel Support Specialist enabled her to assist customers with international flight reservations, cancellations, and rebookings using systems like SABRE and Amadeus. She is proficient in fraud detection, transaction disputes, billing and technical support, and CRM systems such as Salesforce and Zendesk.
Experience
Chat Support
ANZ Assisted Digital · 2023 — 2025Provided assistance to customers via digital chat channels. Addressed inquiries while ensuring accuracy and maintaining professional response times. Managed multiple tasks concurrently while navigating internal databases and customer information. Documented customer interactions following established protocols for resolution and escalation.New Zealand Fraud, Lost & Stolen Associate
AUSTRALIA AND NEW ZEALAND BANKING GROUP LIMITED (ANZ) · 2021 — PresentProvided accurate customer support for lost or stolen cards, ensuring compliance with security procedures. Investigated and managed fraud transaction disputes per banking policies and regulatory standards. Maintained case records, customer details, and documentation. Suspended access to potentially compromised accounts to protect against unauthorized actions. Executed various administrative tasks involving record maintenance and data updates. Contributed to process improvement by identifying operational issues and suggesting enhancements. Handled collections account maintenance, processing write-off balance information. Ensured accuracy in customer interactions and maintained confidentiality while managing several cases to meet productivity and quality expectations.Complaints Case Manager
ACQUIRE BPO – PHILIPPINES · 2016 — 2021Managed customer complaints related to telecommunications services and service disruptions. Conducted investigations into customer issues and coordinated resolutions based on established policies. Addressed escalated complaints while upholding professionalism and customer satisfaction. Accurately documented case details and actions taken while collaborating with internal teams to efficiently resolve issues.Travel Support Specialist / Travel Specialist
MOTIF LIMITED (TTEC HOLDINGS INC.) · 2015 — 2016Assisted customers with international flight reservations, including ticketing, cancellations, and changes to schedules. Researched and suggested alternative connections based on customer requirements. Handled flight rebooking and itinerary modifications. Addressed travel-related complaints and provided suitable solutions. Employed airline reservation systems such as SABRE, Amadeus, and Worldspan to ensure accurate processing of travel details.Support Representative – Voice / Non-Voice / Chat Support
CONVERGYS PHILIPPINES SERVICES · 2013 — 2015Delivered customer support across voice, chat, and non-voice platforms. Responded to inquiries and resolved service-related issues. Conducted account research, including documentation and data entry, while ensuring accurate customer record maintenance in accordance with support procedures.Real Estate Business Manager
VISTA LAND LIFESCAPES, INC. · 2012 — 2013Assisted in the daily administrative and operational functions of real estate operations. Coordinated customer needs and business-related requirements while maintaining records and documentation. Engaged in customer follow-ups and supported the scheduling of business activities.Real Estate Specialist
NUVOLAND PHILIPPINES, INC. · 2011 — 2012Provided assistance to customers regarding real estate inquiries and property information. Supported sales efforts and customer relationship management while ensuring accurate maintenance of customer documents and information. Handled administrative tasks and contributed to daily business operations.
Skills & Expertise
Education
- Bachelor of Science in Hotel and Restaurant ManagementOur Lady of Perpetual Succor College · 2005 — 2006
- Secondary EducationOur Lady of Perpetual Succor College · 2001 — 2005
- Primary EducationOur Lady of Perpetual Succor School · 1995 — 2001
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