CMCecilia Manlapig
@ceciliamanlapig
Customer service professional delivering exceptional support and problem resolution.
PhilippinesWhat I'm looking for
I am a results-driven customer service professional with extensive experience supporting US and Canadian markets across financial services and hospitality sectors. I have a background in technical support, dispute resolution, and frontline customer care, with proven success at companies including Capital One, American Express, and Sound Decisions.
I combine strong communication and problem-solving skills with hospitality training in culinary and pastry arts, delivering empathetic, detail-oriented service and process improvements. I seek to leverage my cross-industry experience to enhance customer satisfaction and contribute to operational success.
Experience
Work history, roles, and key accomplishments
Technical Support Representative
Sound Decisions
Jan 2025 - Aug 2025 (7 months)
Provided first-line technical assistance for Navien tankless water heaters and boilers, troubleshooting issues for homeowners, contractors, and service providers and escalating complex cases to higher-level support.
AICustomer Care Professional
American Express International, Inc.
Jan 2021 - Sep 2022 (1 year 8 months)
Delivered world-class phone support to US and Canada customers, resolving inquiries and building relationships to improve customer satisfaction and retention.
Senior Operations Representative
Capital One Philippines Support Services Corporation
Sep 2016 - Jan 2021 (4 years 4 months)
Handled credit card inquiries, dispute and representment cases per VISA/Mastercard/Walmart guidelines, filed lost and stolen reports, and supported back-office dispute resolution.
Commis III - Pastry
Fairmont and Raffles Makati
Feb 2015 - Jun 2016 (1 year 4 months)
Managed a la carte pastry orders and afternoon tea production, prepared pastry buffet and garnishes to hotel standards, monitored production/expiry, and maintained station cleanliness.
Culinary Intern
Fairmont and Raffles Makati
Oct 2014 - Jan 2015 (3 months)
Completed a 600-hour internship rotating through banquets, in-room dining, pastry, bakery, butchery, and cold kitchen, gaining hands-on culinary and pastry operations experience.
Inbound Customer Service Representative
Convergys Philippines Services Corporation
Jun 2006 - Sep 2012 (6 years 3 months)
Provided inbound customer support, resolved product and service inquiries, handled complaints, and supported team performance through training and quality monitoring roles.
Education
Degrees, certifications, and relevant coursework
Global Culinary and Hospitality Academy
Grand Diploma in Professional Culinary, Baking and Pastry Arts, Culinary, Baking and Pastry Arts
2013 - 2013
Completed a Grand Diploma in Professional Culinary, Baking and Pastry Arts in November 2013.
DBDe La Salle–College of Saint Benilde
Bachelor of Science, Hotel, Restaurant and Institution Management
2005 - 2010
Pursued a Bachelor of Science in Hotel, Restaurant and Institution Management with expected graduation in 2010.
International Christian Academy
2005 - 2005
Attended International Christian Academy (details and credential not specified).
Maria Montessori Foundation
2002 - 2002
Attended Maria Montessori Foundation (details and credential not specified).
Availability
Location
PhilippinesAuthorized to work in
Job categories
Interested in hiring Cecilia?
You can contact Cecilia and 90k+ other talented remote workers on Himalayas.
Message CeciliaFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
