GUGrizzia Umali
@grizziaumali
Dedicated customer service professional with 5 years of experience.
PhilippinesWhat I'm looking for
My name is Grizzia Joanna N. Umali, and I am a dedicated customer service professional with over five years of experience in enhancing customer satisfaction and experience. My journey began in customer support roles, where I honed my interpersonal skills and developed a strong understanding of customer needs. I have a proven track record of achieving tangible results through effective communication and collaboration across teams.
Throughout my career, I have worked with various companies, including TSA Philippines and Concentrix, where I managed live chat and email support for high-profile accounts. My proactive approach has allowed me to build expert knowledge of products and services, enabling me to guide customers confidently through their purchasing processes. I am committed to delivering first-class results while meeting stringent targets and deadlines, and I thrive in environments that value teamwork and customer-centric solutions.
Experience
Work history, roles, and key accomplishments
Real Time Analyst
TSA Philippines
Sep 2022 - Present (2 years 11 months)
Reviewed work results against objectives, identifying staff knowledge and skill gaps to improve performance. Managed telephone and switchboard operations for timely call handling and tracked key metrics for business planning.
Live Chat Support/E-mail Support
TSA Philippines
Feb 2021 - Sep 2022 (1 year 7 months)
Guided customers through the purchasing process, offering transparent product details to boost their confidence. Maintained accurate and up-to-date customer account data, ensuring easy accessibility of information.
Chat Support Representative
Concentrix
Dec 2019 - Aug 2020 (8 months)
Guided customers through the purchasing process, providing transparent product details to enhance their confidence. Collaborated with team members to achieve customer service KPIs and processed customer payments.
Customer Service Representative
HKT Teleservices
Oct 2015 - Oct 2018 (3 years)
Assisted in the fulfillment of customer orders placed through various channels, ensuring accuracy and timeliness. Oversaw customer account inquiries, resolving service complaints to maximize customer satisfaction.
Education
Degrees, certifications, and relevant coursework
Rizal Technological University
BS Psychology, Psychology
Completed two years of study in BS Psychology at Rizal Technological University. The curriculum focused on foundational psychological principles and theories, preparing for further academic or professional pursuits.
Pasig Catholic College
High School Diploma, General Studies
Completed secondary education at Pasig Catholic College. Developed a strong academic foundation across various subjects and participated in extracurricular activities.
St. Paul College Pasig
Primary Education Certificate, General Studies
Completed primary education at St. Paul College Pasig. Gained fundamental knowledge and skills essential for further academic development.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
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