Lady Darlene Aguel
@ladydarleneaguel
I resolve customer billing, account, subscription, and platform issues through live chat and email support.
PhilippinesWhat I'm looking for
I've supported customers at InfoPay remotely through live chat and email, resolving account, billing, cancellation, refund, subscription, and platform concerns.
I research unclear issues, explain policies and service terms, escalate complex cases, and use retention and objection-handling approaches while protecting customer trust.
At Tech Mahindra, I led customer service teams, coached employees, evaluated quality and NPS findings, and created resources and workshops that improved consistency in customer handling.
My background in escalations, quality monitoring, customer education, and cross-functional coordination helps me deliver accurate, clear resolutions in fast-paced support environments.
Experience
Work history, roles, and key accomplishments
Chat Support Specialist
InfoPay
Jul 2023 - Apr 2026 (2 years 9 months)
Provided remote customer support primarily through live chat and email tickets, assisting with account, billing, cancellation, refund, subscription, and platform-related concerns. Researched issues, explained policies, and escalated complex cases as needed.
Led day-to-day team performance across customer experience, quality, productivity, and operational targets. Conducted structured coaching, performance reviews, and team huddles, and created a quick-reference Google Sheets resource for faster resolutions.
Delivered customer-service, call-handling, and communication training for new hires and existing employees. Evaluated customer interactions, analyzed NPS and quality findings, and designed targeted workshops and coaching materials.
Resolved order tracking, returns, invoice, billing, and general customer concerns while balancing company policy with customer needs. Explained processes clearly and coordinated with internal teams for accurate resolutions.
Provided real-time floor support for agents, handled escalations, and delivered brief coaching based on monitored interactions and performance gaps. Supported product, policy, and process updates through huddles and refreshers.
Resolved billing inquiries, disputes, and service concerns, maintained accurate customer documentation, and coordinated across departments when needed.
Education
Degrees, certifications, and relevant coursework
University of San Carlos
Bachelor of Science, Psychology
2011 - 2012
Completed coursework in BS Psychology at the University of San Carlos from 2011 to 2012.
University of San Jose-Recoletos
High School Diploma, Secondary Education
2007 - 2011
Completed secondary education at the University of San Jose-Recoletos from 2007 to 2011.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Salary expectations
Job categories
Skills
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