Hazel Rolly Mae Tingson
@hazelrollymaetingson
Senior customer service professional skilled in de-escalation, troubleshooting, and customer loyalty.
PhilippinesWhat I'm looking for
I’m a customer service professional with 10 years of expertise in communication, problem-solving, and customer relationship management. I focus on de-escalating challenging situations, identifying what customers truly need, and delivering tailored solutions that build long-term loyalty.
In my recent role, I addressed a wide range of user inquiries related to YouTube features, functionality, policies, and troubleshooting—including video uploads, account management, Community Guidelines, copyright issues, and platform navigation. I also supported YouTube creators with monetization, analytics, Content ID, channel management, and best practices for growing their presence on the platform, while coordinating with support agents, technical teams, policy specialists, and product teams to ensure effective issue resolution.
Experience
Work history, roles, and key accomplishments
Addressed user inquiries about YouTube features, functionality, policies, and troubleshooting, including video uploads, account management, Community Guidelines, copyright issues, and platform navigation. Supported YouTube creators with monetization, analytics, Content ID, and channel management to resolve issues efficiently.
Managed case intake and complaint handling for Google Play Store refunds in line with Google refund policies. Investigated payment and billing issues and guided users through account recovery for lost Google account access.
CSR/SME Learning Specialist
Sitel Philippines
Jun 2014 - Nov 2016 (2 years 5 months)
Handled customer requests for policy updates such as address changes, vehicle updates, coverage adjustments, and beneficiary changes. Supported billing inquiries, explained payment options and plans, resolved billing discrepancies, and facilitated training on P&C insurance products and procedures.
Education
Degrees, certifications, and relevant coursework
Colegio de San Juan de Letran
Bachelor of Science in Psychology, Psychology
2008 - 2012
Completed a Bachelor of Science in Psychology at Colegio de San Juan de Letran from 2008 to 2012.
Availability
Location
PhilippinesAuthorized to work in
Job categories
Skills
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