CSCecile Sola
@cecilesola
Results-oriented professional with expertise in customer support.
PhilippinesWhat I'm looking for
I am a results-oriented professional with five years of experience in the BPO industry, specializing in customer support and Quality Assurance. My detail-oriented nature and efficiency have allowed me to excel in task and time management, ensuring that I deliver high-quality service with minimal supervision.
In my role as a Customer Service Representative and Quality Analyst at HGS, I evaluated agent interactions and provided actionable feedback to enhance service quality. My ability to analyze metrics and trends has contributed to improved performance within my team. I am self-motivated and trustworthy, always striving to exceed expectations and deliver exceptional customer experiences.
Experience
Work history, roles, and key accomplishments
Quality Analyst Intern
HGS
Sep 2023 - Nov 2023 (2 months)
Conducted hygiene checks and provided recommendations for enhancing Sales Voice interactions. Collaborated on team projects to drive initiatives and improve overall performance.
Customer Service Representative
HGS
Sep 2023 - Sep 2023 (0 months)
Evaluated agent chat interactions to provide actionable feedback, ensuring compliance with organizational processes. Managed email correspondence using Outlook and analyzed weekly DSAT metrics to identify trends for service quality improvement.
Sales Chat Support
HGS
Aug 2022 - Sep 2023 (1 year 1 month)
Delivered real-time solutions to pre-sale and post-sale inquiries, ensuring a professional and customer-centric approach.
Customer Service Associate
Transcom Ph
Sep 2019 - Apr 2022 (2 years 7 months)
Facilitated chat support for Equipment Back Office, efficiently handling inquiries and providing timely assistance to customers while maintaining documentation of all interactions.
Customer Service / Billing Department
Transcom Ph
Apr 2019 - Apr 2022 (3 years)
Managed incoming calls within the Billing Department, accurately processing payments and addressing account concerns.
Education
Degrees, certifications, and relevant coursework
PPPolytechnic University of the Philippines
Bachelor in Business Teacher Education, Business Teacher Education
2005 - 2010
Parang High School
High School Diploma
2001 - 2005
Parang Elementary School
Elementary School Diploma
1995 - 2001
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
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