Open to opportunities

Meriejoy Ty

@meriejoyty

Message

Customer-oriented team leader with over 10 years of experience.

Philippines

Message

What I'm looking for

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

I am a dedicated team leader with more than a decade of experience in customer service and team management. My journey has been marked by a commitment to excellence, where I have honed my skills in conflict resolution, effective communication, and operational efficiency. I thrive in fast-paced environments and take pride in my ability to inspire my team while ensuring the highest standards of service delivery.

Throughout my career, I have successfully managed teams, prepared analytical reports, and implemented strategies that enhance customer satisfaction. My role as a Customer Service / Escalation Officer at Sagility has equipped me with the expertise to handle complex client issues and foster a culture of continuous improvement. I believe in maintaining integrity and transparency in all interactions, which has earned me the trust of both clients and colleagues.

Experience

Work history, roles, and key accomplishments

Current

Customer Service / Escalation Officer /Team Leader

Current

Sagility

Oct 2017 - Present (7 years 11 months)

Managed the day-to-day operations of a team of 15 Customer Service Representatives, ensuring compliance with company objectives and performance goals. Monitored and evaluated agent performance, providing coaching and corrective actions to maximize customer satisfaction.

Team Leadership Data Analysis Performance Management Conflict Resolution Customer Satisfaction Reporting Training Development Communication Skills Zendesk

Admin Assistant / Marketing Assistant

SMDC

Jan 2016 - Present (9 years 8 months)

Assisted International Property Specialists with presentations and sales tracking, handling incoming calls and managing filing systems. Performed general office duties, organized travel, and created presentation materials.

Administrative Support Customer Service Data Entry Office Management Communication Microsoft Office

Email Support

TELUS

May 2015 - Present (10 years 4 months)

Provided email support to customers, resolving complaints and issues using Zendesk. Assisted clients by email, identifying and resolving problems, and processing client needs with timely resolutions.

Email Support Zendesk Customer Service Problem Solving Written Communication Conflict Resolution Technical Support CRM Software Troubleshooting Customer Relationship Management

NPS Interviewer

Convergys

Jan 2015 - Present (10 years 8 months)

Conducted outbound calls to gather customer insights on recent service experiences. Accurately entered customer responses into the system with integrity.

Outbound Calling Customer Insights Data Entry Communication Active Listening Customer Feedback Market Research Call Center Operations

Customer Service / Escalation Officer (OS)

Sitel

Oct 2012 - Present (12 years 11 months)

Handled difficult customer issues and complaints as an escalation agent in online retail customer service. Assisted clients with online website navigation and escalated queries to other departments for resolution.

Customer Service Escalation Management Conflict Resolution Online Retail Problem Solving Customer Support Communication

Customer Service Representative

EPEI Kenny Roger Roasters Call Center

Feb 2012 - Present (13 years 7 months)

Handled customer inquiries about products and placed orders for delivery. Followed up on escalated queries to ensure customer satisfaction.

Customer Service Order Taking Query Resolution Communication Food Service Call Center Operations Customer Support Problem Solving Data Entry

Receptionist, HR/Admin Assistant and Encoder

SPI (Bostik Phil Inc.)

May 2011 - Present (14 years 4 months)

Assisted the admin and HR departments with general clerical duties, including photocopying, faxing, mailing, and filing. Answered phone calls and created or modified documents using Microsoft Office.

Administrative Assistance Clerical Document Management Microsoft Office Data Entry Office Administration Communication

Customer Service Representative

Shakey's Callcenter (MIROF)

Jan 2010 - Present (15 years 8 months)

Handled customer inquiries about products and placed orders for delivery. Followed up on escalated queries to ensure customer satisfaction.

Customer Service Order Taking Query Resolution Communication Food Service Call Center Operations Customer Support Problem Solving Data Entry

Education

Degrees, certifications, and relevant coursework

Philippine Christian University

BSOA, Office Administration

Graduated with a Bachelor of Science in Office Administration. This program provided comprehensive knowledge and skills essential for modern office management and administrative roles.