Open to opportunities

Lala Laure

@lalalaure

Message

Experienced Customer Support Representative with strong problem-solving skills.

Philippines

Message

What I'm looking for

I am seeking a role that values teamwork and offers opportunities for growth.

With over three years of experience as a Customer Support Representative, I have honed my skills in managing customer inquiries, processing orders, and resolving issues efficiently. My background includes working with various tools such as Salesforce and Softphone, which has enabled me to handle multiple tasks simultaneously while maintaining high customer satisfaction.

Throughout my career, I have consistently achieved performance metrics, including being recognized as a top performer with a customer satisfaction score of 30 to 40 CSAT per month. I thrive in dynamic environments and am dedicated to helping teams exceed their goals. My ability to adapt and offer upselling opportunities has contributed to increased retention rates and overall team success.

Experience

Work history, roles, and key accomplishments

Customer Service Specialist

Tech Mahindra

Jun 2023 - Apr 2024 (10 months)

Assisted customers in processing damage claims and replacement cases through email and calls. Recognized as the top performer achieving high customer satisfaction scores.

Customer Service Communication Skills Email Support Performance Metrics

Customer Service Representative

Teleperformance

Apr 2023 - Sep 2023 (5 months)

Assisted customers in canceling or changing their reservations, processing refunds or credits, and handling voucher requests. Experienced in multi-tasking using Salesforce and other tools for documentation.

Customer Service Salesforce Documentation Problem Solving

Customer Service Representative

Concentrix

Feb 2023 - Jul 2023 (5 months)

Helped customers troubleshoot radio devices and networks, processed order cancellations, and managed compensation requests while promoting new devices.

Customer Service Troubleshooting Sales Order Management Communication Skills

Technical Support Representative

Sykes

Aug 2022 - Mar 2023 (7 months)

Assisted customers with troubleshooting Google thermostat devices and networks, processed cancellations, and promoted new devices.

Technical Support Troubleshooting Customer Service Upselling Communication Skills

Customer Service Representative

Accenture

Mar 2021 - Jun 2021 (3 months)

Assisted customers in troubleshooting devices and networks, processed upgrades and renewals for contracts, and handled refund requests.

Customer Service Troubleshooting Contract Management Communication Skills Problem Solving

Technical Support Representative

Eperformax

Jul 2021 - Apr 2021 (-1 years 9 months)

Provided assistance in troubleshooting devices and networks, processed replacements and credits, and promoted new products to increase customer retention.

Technical Support Customer Retention Troubleshooting Upselling Problem Solving