Open to opportunities

Francis Mae Apostol

@francismaeapostol

Message

Customer service advisor with strong communication and critical thinking skills.

Philippines

Message

What I'm looking for

I am looking for a role that values effective communication and offers opportunities for growth.

I am a dedicated professional with a Bachelor of Arts in Communication and Service Management from the University of Makati. My experience as a Customer Advisor has honed my ability to review content meticulously, ensuring compliance with community guidelines while managing significant volumes of information. I take pride in my attention to detail and my commitment to maintaining the integrity of the platforms I work with.

In my previous roles, I have demonstrated my capability to address customer inquiries effectively, whether through email or phone. As an Interconnection Coordinator, I not only managed customer interactions but also provided guidance to new employees, showcasing my leadership skills. My experience in chat support further solidified my ability to troubleshoot technical issues and prioritize customer needs, ensuring optimal solutions are delivered promptly.

Experience

Work history, roles, and key accomplishments

Current

Advisor I, Customer Advisor

Current

Teleperformance

Nov 2022 - Present (2 years 7 months)

Reviewed content meticulously to identify breaches of community guidelines or terms of service, regularly managing significant volumes. Removed content that infringed upon or replicated the owner's trademark. Thoroughly reviewed user profiles along with their reported content to ensure accurate decision-making.

Content Moderation Critical Thinking Data Analysis Trademark Profiles

Interconnection Coordinator

Virtual Assistant

Aug 2021 - Jun 2022 (10 months)

Received and addressed customer inquiries via both email and telephone calls. Coordinated the installation of clients' meters and established scheduling. Provided guidance and support to new employees as they navigated daily tasks and tackled complex challenges. Organized and categorized files, spreadsheets, and reports.

Customer Service Email Communication Scheduling Onboarding Spreadsheets

CSR - Chat Support

Teleperformance

Mar 2021 - May 2021 (2 months)

Addressed technical issues related to phones and service within the customer's area, offering troubleshooting assistance, and delivering solutions. Assisted customers in adjusting their payment due dates. Managed 2-4 customers concurrently, prioritizing their needs, and delivering optimal solutions. Effectively prioritized customer concerns while multitasking to meet project objectives.

Technical Support Troubleshooting Customer Service Multitasking Prioritization Chat Support Problem Solving Payment Processing

Education

Degrees, certifications, and relevant coursework

University of Makati

Bachelor of Arts, Communication and Service Management

Completed a Bachelor of Arts in Communication and Service Management. Studied principles of effective communication, customer relations, and service delivery strategies.

University of Makati

K-12 Program, Contact Center Service

Participated in the K-12 Program with a specialization in Contact Center Service. Developed foundational skills in customer interaction and support, preparing for entry-level roles in contact centers.