Open to opportunities

Maristi Luces

@maristiluces

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Call center professional with 12+ years delivering empathetic, data-driven customer support and admin excellence.

Philippines

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What I'm looking for

I’m looking for a remote, global customer support role where I can deliver empathetic service, improve operations with data, and maintain strong performance metrics—while collaborating across international teams in a fast-paced environment.

I’m a dynamic call center professional with 12+ years of international customer service and administrative experience. I’m known for strong problem-solving, cultural sensitivity, and building rapport with diverse customers across North America, Europe, and Asia.

In remote and fast-paced environments, I deliver exceptional support while maintaining clear, professional communication. I’ve achieved a 98% resolution rate on first contact and helped streamline operations by implementing data-driven solutions that reduced average call handling time by 15%.

I bring proven customer satisfaction performance through inbound calls, emails, and live chat—supporting clients in the UK and USA with a 95% customer satisfaction rate. I’m comfortable managing virtual workflows with CRM platforms and collaboration tools, ensuring accurate documentation and consistent follow-up.

Beyond call center work, I managed administrative operations for years, including document processing, database maintenance, HR support, and report generation—optimizing office supplies to reduce costs by 10%. I also earned a TEFL certification, reinforcing my commitment to clear communication and client-focused service.

Experience

Work history, roles, and key accomplishments

Customer Service Associate

Telus Digital Philippines

Jan 2023 - Sep 2025 (2 years 8 months)

Delivered back-office and front-line customer support for clients in the USA and Canada, achieving a 98% first-contact resolution rate. Streamlined processes with data-driven improvements, reducing average call handling time by 15% while collaborating with international remote teams.

Customer Service Back Office Support Process Improvement Remote Collaboration Troubleshooting Data Entry Excel

Customer Service Representative

Cvg Concentrix Philippines, Inc.

Aug 2020 - Aug 2022 (2 years)

Provided inbound support for UK and USA clients via calls, emails, and live chat, maintaining a 95% customer satisfaction rate. Used CRM tools to track interactions, manage follow-ups, and deliver customized solutions while adapting to remote work protocols.

Inbound Live Chat Support Email Support Customer Satisfaction Case Documentation Customer Retention Problem Solving Virtual Collaboration

Administrative Manager

Jewel’s Clothing Corporation

Jun 2011 - Feb 2020 (8 years 8 months)

Managed administrative operations including document processing, financial handling, database maintenance, HR support, and report generation for a fast-paced office. Coordinated internal/external communications and procurement, reducing office supply costs by 10%.

Administrative Management Document Processing HR Support Cost Optimization Microsoft Office

Production Line Operator

Intelligent Resources

Jun 2002 - May 2011 (8 years 11 months)

Worked on a production line performing machine handling and quality inspections while following safety procedures. Maintained workflow efficiency to support team targets and daily production goals.

Safety Compliance Operational Support