Looking for a job

Mary Abigail Wenceslao

@maryabigailwenceslao

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Customer service and technical support specialist delivering efficient resolutions and outstanding client experiences.

Canada

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What I'm looking for

I seek a customer-focused technical support or service role where I can resolve issues, coach peers, improve CSAT, and contribute to process improvements.

I am an ambitious, articulate customer service and technical support specialist with extensive frontline experience across phone, email, and chat channels. I consistently deliver accurate information and practical solutions while fostering positive, long-term client relationships.

My background includes roles in technical support, chat support, and account management where I scheduled repairs, troubleshot issues, and escalated complex cases to achieve timely resolutions. I have a track record of documenting interactions, monitoring trends, and informing management on opportunities for service improvements.

I have coached and guided agents, conducted call listening sessions, and participated in quality calibrations to raise team performance and CSAT scores. My achievements include multiple awards such as Certificate of Excellence, Perfect Quality Score, Customer Satisfaction Superstar, and Sales Champ.

I seek to bring my customer-first mindset, technical troubleshooting skills, and process improvement orientation to a role where I can continue delivering exceptional support and contribute to team success.

Experience

Work history, roles, and key accomplishments

Technical Support Representative

Teleperformance

Mar 2025 - May 2025 (2 months)

Delivered phone, email and chat technical support, scheduled repairs and exchanges, and troubleshot customer issues to restore service and ensure satisfaction during a focused engagement.

Technical Support Phone Support Chat Support Troubleshooting Ticketing Scheduling CRM

Chat Support Representative

IntouchCX

Sep 2024 - Feb 2025 (5 months)

Provided chat-based product information and resolution, documented all interactions, escalated complex issues, and monitored trends to inform service improvements on a seasonal account.

Chat Support Customer Service Escalations Documentation Trend Analysis CRM Written Communication

Store Attendant

Micks Stop N Shop

Jan 2024 - Jun 2024 (5 months)

Assisted customers with product inquiries and purchases, processed cash/debit/credit transactions accurately, managed restocking and maintained store cleanliness to support operations.

Customer Service Cash Handling POS Merchandising Transaction Processing

Food Server / Cashier

Sandugo Bistro

Nov 2023 - Jan 2024 (2 months)

Took and processed orders accurately, explained menu items to customers, coordinated with kitchen staff to ensure timely order delivery and upheld high service standards.

Order Processing Customer Service POS Communication Teamwork

Technical Support Representative

Concentrix

May 2023 - Nov 2023 (6 months)

Provided multi-channel technical support via phone, email and chat, scheduled repairs/exchanges, troubleshot issues, and conducted follow-ups to ensure long-term customer satisfaction.

Technical Support Troubleshooting Scheduling CRM Escalation Management

Web Researcher / Appointment Setter

Action Trails

Jun 2019 - Feb 2023 (3 years 8 months)

Performed web research, handled appointment setting for sales, communicated client updates, and used Salesforce to manage client data and generate outbound opportunities.

Web Research Appointment Setting Salesforce Outbound Calling Email Communication Client Communication Lead Generation

Assistant Account Manager

PPO Profits LLC

Jan 2019 - Feb 2023 (4 years 1 month)

Conducted call listening sessions, participated in manager meetings, trained onboarding assistants, monitored provider status across networks, and completed insurance verifications to meet performance targets.

Account Management Training Insurance Verification Performance Tracking Compliance

Sr. Account Specialist / CSAT Coach

Capital One Philippines Support Services Corp.

Feb 2014 - Dec 2018 (4 years 10 months)

Managed customer inquiries across channels, handled escalations, coached underperforming agents, conducted call calibrations, and improved team quality and efficiency.

Coaching Quality Assurance Customer Support Escalations Call Calibration Performance Improvement Cross Functional Collaboration

Customer Service Representative

24/7 Customer Philippines

Aug 2011 - Dec 2013 (2 years 4 months)

Responded to customer inquiries, processed orders/returns/exchanges, resolved complaints, and ensured adherence to service protocols to maintain consistent service quality.

Customer Service Order Processing Communication Data Entry

Customer Service Representative

HSBC Electronic Data Processing Philippines Inc.

Aug 2010 - Jul 2011 (11 months)

Owned client interactions to provide personalized support, assessed situations to determine best assistance, and recommended products/services to meet customer needs.

client support Product Knowledge Personalized Services Communication Documentation

Customer Service Representative

Teletech Customer Management Philippines Inc.

May 2009 - Apr 2010 (11 months)

Resolved customer issues using problem-solving skills, maintained accurate interaction records, followed up to confirm satisfaction, and identified upsell opportunities when appropriate.

Problem Solving Record keeping Upselling Product Knowledge Customer Retention Communication

Customer Service Representative

Convergys Philippines Services Corp.

Mar 2008 - Mar 2009 (1 year)

Provided informed customer support, coordinated with sales/technical/billing teams for escalations, managed orders and backlogs, and contributed feedback to improve service processes.

Customer Support Escalation Management Order Management Process Improvement