Open to opportunities

Claudine Lamera

@claudinelamera

Message

Customer Support Specialist with 3+ years in high-volume BPO delivering 100% quality and higher CSAT.

Philippines

Message

What I'm looking for

I’m looking for a high-volume, KPI-driven team where I can deliver multichannel customer support, drive CSAT through CRM case ownership, and contribute to continuous improvement through trend reporting and mentorship.

I’m a performance-driven Customer Support Specialist with over 3 years of experience in high-volume BPO environments. I deliver multichannel support (Phone, Email, Chat) and manage cases in Zendesk, Salesforce, and Freshdesk—staying aligned to KPIs and AHT goals while maximizing CSAT and operational efficiency. I’ve maintained 100% quality scorecard ratings for 12 consecutive months, resolving complex inquiries about billing, order status, and product policies while reducing repeat contact rates.

I also focus on continuous improvement through escalation and coaching. I identify and escalate recurring ticket trends to leadership to support process optimization, and I’ve collaborated cross-functionally to ensure 100% resolution for escalated customer concerns. By mentoring 10+ new hires on BPO workflows and CRM systems, I reduced the standard onboarding period by 2 weeks, strengthening team performance in fast-paced operations.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

24/7 Customer Philippines Inc.

Nov 2021 - Feb 2026 (4 years 3 months)

Delivered high-quality multichannel customer support, maintaining passing quality scorecards for 12 consecutive months. Resolved billing, order status, and product policy inquiries, mentored 10+ new hires, and helped reduce standard onboarding time by 2 weeks.

Customer Support Multichannel Support Zendesk Salesforce Live Chat Support Email Support Escalation Management De escalation Onboarding CRM Management CSAT AHT Billing Support Order Status Support Repeat Contact Reduction

Marketing Officer

Unicrown Realty Corp.

Feb 2021 - Oct 2021 (8 months)

Managed client inquiries via CRM platforms, ensuring professional communication and supporting high retention. Coordinated with internal departments to address complex client needs and produced marketing content.

CRM Management Client Inquiries Cross Functional Collaboration Marketing Content Creation Client Retention