Open to opportunities

Paula Jamine Catalan

@paulajaminecatalan

Message

Experienced customer service expert with a focus on relationship building.

Philippines

Message

What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for professional growth.

I am a dedicated customer service professional with a proven track record of handling customer interactions and resolving issues promptly. My experience as a Subject Matter Expert at Primer Communications has allowed me to mentor junior team members, contributing to their professional growth and development. I take pride in establishing best practices for knowledge sharing, fostering a culture of continuous learning and improvement.

In my freelance roles as a Transcriber and Reservation Agent, I have honed my skills in communication and empathy, which are essential in building strong customer relationships. I have effectively managed high-stress situations while maintaining professionalism, resolving disputes with empathy, and ensuring customer satisfaction. My ability to adapt quickly to changing project requirements has strengthened client relationships and improved overall user experiences.

Experience

Work history, roles, and key accomplishments

Hotel Reservation Agent

BM Outsourcing

Jan 2025 - Present (4 months)

Handled guest inquiries, processed reservations, and managed bookings to ensure a smooth and efficient guest experience. Answered customer questions about room availability, rates, and amenities, confirming bookings and handling cancellations or modifications.

Reserving Customer Service Communication Data Entry Problem Solving Critical Thinking Administrative Support

Transcriber

Cloud Data

Jan 2025 - Present (4 months)

Converted spoken language from audio or video recordings into written text, ensuring accuracy and attention to detail. Listened to recordings and typed out content, maintaining high standards in transcribed documents.

Transcription Data Entry Attention To Detail Typing Problem Solving Critical Thinking Administrative Support

Customer Service Representative

Primer Communications

Jan 2023 - Present (2 years 4 months)

Managed high-stress situations effectively, maintaining professionalism while resolving disputes or conflicts. Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Customer Service Conflict Resolution Empathy Problem Solving Communication Critical Thinking Customer Retention Data Entry

Contact Customer Service Subject Matter Expert

Primer Communications

Jan 2023 - Present (2 years 4 months)

Mentored junior team members, contributing to their professional growth. Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.

Mentoring Knowledge Sharing Training Communication Customer Service Leadership Problem Solving Critical Thinking Data Entry

Research Analyst

Keystone Global Solutions Inc

Jan 2022 - Present (3 years 4 months)

Adapted quickly to changing project requirements, demonstrating flexibility and adaptability under pressure. Strengthened client relationships with consistent communication and timely project updates.

Research Data Analysis Flexibility Client Relationship Management Communication Project Coordination Problem Solving Critical Thinking

Customer Service Agent

Alorica Inc

Jan 2021 - Present (4 years 4 months)

Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback. Assisted customers in navigating the company website and placing online orders, improving the overall user experience.