KMKristel Madera
@kristelmadera
Customer-focused professional with 7+ years in technical support.
PhilippinesWhat I'm looking for
I am a customer-focused and results-driven professional with over 7 years of experience in phone support and customer service. My expertise lies in efficiently handling high-volume inquiries and resolving customer concerns to ensure satisfaction. I am passionate about enhancing customer relationships and optimizing service processes to deliver exceptional experiences.
In my role as a Technical Support Representative at Teleperformance, I assisted customers with technical troubleshooting and provided clear, step-by-step guidance to resolve product and service-related issues. I maintained high-quality service levels by adhering to company protocols and performance benchmarks, consistently exceeding KPIs and improving customer retention and service efficiency.
My background also includes experience in travel coordination and booking, where I managed complex travel arrangements and optimized booking processes. I am proficient in CRM tools like Salesforce and travel booking systems such as Amadeus and Sabre, which have equipped me with the skills necessary to excel in fast-paced environments.
Experience
Work history, roles, and key accomplishments
Technical Support Representative (Tier 2)
Teleperformance
Aug 2023 - Feb 2025 (1 year 6 months)
Assisted customers with technical troubleshooting, resolving product and service-related issues efficiently. Provided step-by-step guidance to customers, ensuring clear understanding and problem resolution. Maintained high-quality service levels by adhering to company protocols and performance benchmarks.
Customer Service & Sales Representative
Teleperformance
Feb 2018 - Aug 2023 (5 years 6 months)
Handled travel-related inquiries, optimized booking processes, and provided tailored solutions to enhance customer satisfaction. Managed complex travel arrangements, including multi-city itineraries and special accommodations. Consistently exceeded KPIs, improving customer retention, sales conversions, and service efficiency.
Warehouse Receiving Clerk
Vertex One Apparel Phils
Sep 2014 - Feb 2018 (3 years 5 months)
Improved inventory accuracy by implementing an efficient tracking system. Resolved vendor discrepancies and ensured timely, accurate deliveries. Managed warehouse operations, reducing stock discrepancies by 20%.
Education
Degrees, certifications, and relevant coursework
Bantayan Southern Institute
BSBA - Management Accounting, Management Accounting
Studied Management Accounting at Bantayan Southern Institute. Completed coursework from June 2012 to November 2012.
SCSCIT- Madredejos Campus
Undergraduate, Accounting Technology
Pursued undergraduate studies in BSBA - Accounting Technology at SCSCIT- Madredejos Campus. Attended from February 2018 to August 2023.
SCSCIT- Madredejos Campus
Undergraduate
Undertook undergraduate coursework from June 2013 to November 2013.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
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