Ma Vironica Terrora

I’m a results-driven Customer Support Specialist with 4 years of experience in customer service and 2 years supporting team leadership operations. I’m known for overseeing multiple teams concurrently and keeping service quality high in fast-paced environments.

In my roles, I handle diverse inquiries end-to-end—resolving billing and service issues, clarifying processes, and managing subscription cancellation and website information opt-outs. I also monitor performance through feedback and coaching so agents improve their problem-solving and customer outcomes.

I bring strong communication across Filipino and English, with a focus on conflict resolution, multitasking, and time management. I support up to three teams by answering agent questions, documenting key details, and adapting quickly as customer needs and workflows change.

Beyond support, I contribute to retention and growth by pitching and converting, promoting products by explaining features and benefits, and driving sales targets while maintaining customer satisfaction. I’m motivated to keep raising performance and helping teams succeed through mentorship and clear guidance.