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Welma L. — Mid-Level BPO Customer Service Representative from Philippines

Welma L.

Mid-Level BPO Customer Service Representative

Philippines No experience yet
Open to offersNew to Platform
Languages
English
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About

Welma L. is a seasoned professional with over three years of experience in the BPO industry, primarily focused on customer service and administrative support. At WNS Global Services Philippines Inc, she adeptly managed hotel reservation inquiries, leveraging her skills in Salesforce and reservation systems to enhance the customer experience. Her tenure as a Customer Service Representative at Sutherland Global Services involved assisting U.S. credit card holders with various account services using tools like Zendesk and Google Workspace, ensuring compliance and high customer satisfaction. Additionally, she honed her abilities in inventory management at Southstar Drug through her proficiency in Microsoft Excel. Welma possesses strong communication and organizational skills, supported by her educational background in Agricultural Education from the University of Eastern Philippines, and practical training in CRM systems and e-commerce platforms like eBay and Amazon.

Experience

  • Customer Service Representative

    Sutherland Global Services · 2023 — 2026
    Assisted U.S. credit card customers with billing inquiries, disputes, payments, and account maintenance utilizing Zendesk, Themes, Outlook, and Google Workspace. Managed customer cases, documented interactions, and coordinated follow-ups while ensuring accurate account updates and compliance. Resolved complex customer concerns efficiently, contributing to high customer satisfaction and first-call resolution.

  • Customer Service Representative

    24/7 Intouch · 2023 — 2023
    Provided assistance to customers regarding vehicle rental reservations, including booking modifications, refunds, and roadside assistance inquiries. Employed CRM systems, Outlook, and reservation platforms for efficient management of customer records and service requests. Delivered timely and accurate resolutions to enhance customer experience and retention.

  • Customer Service Associate

    WNS Global Services Philippines Inc · 2022 — 2023
    Supported customers with hotel reservations, cancellations, modifications, and travel-related inquiries. Managed customer profiles, reservations, and case documentation through Salesforce, Outlook, and reservation systems. Provided prompt resolutions and accurate booking support to ensure a seamless customer experience.

  • Advisor I, Customer Service

    Concentrix · 2019 — 2022
    Responded to healthcare members regarding prescription inquiries, medication refills, home delivery requests, billing concerns, and account support. Utilized CRM systems, Microsoft Office, and healthcare support platforms to process requests while maintaining accurate records. Effectively resolved member concerns while complying with HIPAA regulations and upholding high service quality standards.

  • Inventory Data Processing

    Southstar Drug · 2015 — 2016
    Processed inventory, sales, and product data using Microsoft Excel and internal database systems. Maintained accurate inventory records and generated reports supporting operational needs. Ensured the accurate and timely processing of data to facilitate efficient inventory management and reporting.

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