MGMa Ramona Guancia
@maramonaguancia
Experienced Customer Service Representative with a focus on client satisfaction.
PhilippinesWhat I'm looking for
I am a dedicated Customer Service Representative with over 10 years of experience in delivering exceptional service across various industries, including banking, telecommunications, and e-commerce. My expertise lies in managing high-volume inbound calls, processing payments, and resolving complex customer issues with efficiency and empathy. I have consistently achieved high customer satisfaction scores, thanks to my strong communication skills and customer-focused approach.
Throughout my career, I have worked with reputable companies such as Cognizant, iQor, and Sutherland Global Services, where I honed my skills in account management and conflict resolution. My ability to adapt to fast-paced environments has allowed me to contribute significantly to upselling and retention strategies, ultimately driving customer loyalty and satisfaction. I take pride in my proactive problem-solving abilities and my commitment to maintaining compliance and security standards in all customer interactions.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
Cognizant
Aug 2023 - May 2024 (9 months)
Managed high-volume inbound calls for a US-based pizza company, ensuring accurate handling of customer requests and achieving high customer satisfaction scores.
Customer Service Representative
iQor
Mar 2023 - Sep 2023 (6 months)
Processed credit card payments and account inquiries for a major US bank, ensuring compliance with security protocols and resolving billing concerns.
Order Entry Agent
Linkos Global Business Solutions
Aug 2020 - Dec 2020 (4 months)
Facilitated order placements for a US e-commerce company, maintaining high accuracy and addressing product availability inquiries.
Customer Service Representative
Concentrix
Apr 2019 - Apr 2020 (1 year)
Handled inbound calls for a US bank, focusing on fraud analysis and transaction verification to protect customer accounts.
Customer Retention Agent
Teleperformance
Oct 2013 - Mar 2018 (4 years 5 months)
Engaged with customers considering service cancellation, successfully retaining 85% through proactive solutions and personalized offers.
Telemarketer
UnionBank
May 2008 - Aug 2010 (2 years 3 months)
Conducted outbound calls to promote credit card products and loans, achieving monthly sales targets consistently.
Education
Degrees, certifications, and relevant coursework
DCDominican College
Bachelor of Science, Hotel and Restaurant Management
2001 - 2005
Bachelor of Science in Hotel and Restaurant Management, focusing on the principles of hospitality, food service management, and customer service excellence.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
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