Open to opportunities

Cherry Abrenica-Villanueva

@cherryabrenicavillan

Message

Experienced customer service professional with strong communication skills.

Philippines

Message

What I'm looking for

I am looking for a role that challenges me and allows for growth in management and business.

With over 20 years of experience in customer service, I excel in delivering exceptional communication and a strong customer focus. My career has been marked by my ability to solve problems, handle difficult conversations, and achieve results through teamwork. I am committed to upholding core values and delivering outstanding service in every interaction.

Throughout my career, I have held various roles, including Senior Operations Representative and Account Supervisor, where I have successfully managed escalated situations and provided exemplary customer service. I am eager to leverage my extensive experience and skills in new and challenging environments, exploring opportunities in management and business.

Experience

Work history, roles, and key accomplishments

Senior Operations Representative

Capital One Philippines Support Services Corp

Oct 2013 - Jan 2025 (11 years 3 months)

Handled inbound and outbound calls, along with back-office processes, to address account concerns. Recommended optimal solutions while maintaining desired customer service levels.

Customer Service Inbound Outbound Calling Problem Solving Customer Solutions Communication Service Delivery

Senior Associate/Account Supervisor

HSBC Electronic Data Processing Phils.

Feb 2008 - Sep 2013 (5 years 7 months)

Managed escalated customer situations and resolved agent queries. Acted as a floor leader, negotiating with account holders. Provided exemplary customer service to both external and internal clients.

Escalation Management Team Leadership Customer Service Problem Solving Communication Conflict Resolution

Account Manager/Retention Specialist

HSBC Electronic Data Processing Phils.

Aug 2007 - Jan 2008 (5 months)

Delivered excellent customer service using effective techniques. Focused on retaining customers by confidently reselling product benefits and features.

Customer Service Customer Retention Product Knowledge Communication Negotiation Relationship Building

Customer Service Associate

HSBC Electronic Data Processing Phils.

Aug 2005 - Jul 2007 (1 year 11 months)

Built customer relationships leading to sales through needs analysis and rapport building. Provided advice, overcame objections, and made account adjustments within guidelines. Applied and developed inbound sales strategies.

Customer Service Sales Relationship Building Needs Analysis Objection Handling Account Adjustments Product Knowledge Communication Sales Strategy

Front Desk Receptionist

Paragon Suites

Jan 2003 - Jun 2003 (5 months)

Managed room inventory, reservations, and guest assignments. Handled guest inquiries, complaints, and check-in/check-out procedures, including posting charges and processing payments. Provided front office services and ensured guest satisfaction.

Reserving Guest Service Check Out Billing Customer Service Communication

Chemistry Laboratory Assistant

School Department of Chemistry, USC

Nov 2000 - Oct 2001 (11 months)

Assisted with class experiments, including chemical preparations and hands-on procedures. Managed laboratory disposal and cleaning. Ensured laboratory cleanliness, orderliness, and reported safety hazards.

Laboratory Assistance Experiment Support Laboratory Cleaning Documentation Chemistry