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Mary J. — Senior Customer Service Representative from Philippines

Mary J.

Senior Customer Service Representative

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

Mary Jane T. is a dedicated Customer Service Representative with over 14 years of experience in high-volume BPO environments, covering both voice and non-voice international accounts. She has consistently demonstrated her ability in adaptive problem solving and conflict resolution across various situations. Throughout her tenure with companies like Convergys, Teleperformance, HSBC, Concentrix, TeleTech, AFNI, and Concentrix-CVG LLC, she effectively handled inbound calls, chats, and emails, resolving customer inquiries, billing concerns, and technical issues. Mary Jane is adept in CRM navigation, accurately logging customer interactions and maintaining high CSAT and QA scores. Additionally, she leverages her background in English language instruction as a remote ESL instructor, providing personalized online sessions and managing client flow efficiently at Podo Speaking. Her educational credentials include a Bachelor of Secondary Education with a major in English.

Experience

  • Remote ESL Instructor / ESL Teacher

    Podo Speaking · 2023 — Present
    Conducted 1-on-1 online sessions with a variety of learners, showcasing adaptability, patience, and strong cross-cultural communication skills. Oversaw scheduling, monitored learner progress, and utilized digital booking platforms for efficient client service delivery.

  • Customer Service Representative

    Convergys, Teleperformance, HSBC, Concentrix, Teletech, AFNI, Concentrix-CVG LLC · 2009 — 2023
    Managed inbound calls, chats, and emails for international voice and non-voice accounts. Addressed customer inquiries, billing issues, and technical concerns effectively, ensuring high customer satisfaction and quality assurance scores. Utilized internal CRM tools and databases to accurately log customer interactions and employed de-escalation techniques through active listening and empathy.

Skills & Expertise

Digital MarketingCustomer SupportCustomer ServiceCustomer Service RepresentativeCustomer Service and Admin Support

Education

  • Bachelor of Secondary Education, Major in English
    NEW ERA UNIVERSITY

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