Wencis Gwen Alba
@wencisgwenalba
I deliver high-volume customer support, technical assistance, dispatch coordination, and sales across BPO and transportation operations.
PhilippinesWhat I'm looking for
I've supported customers across Concentrix, iQOR, Transcom Comcast, Convergys Spectrum, Teleperformance Priceline, Focus Direct, and Skyes 8, handling inquiries by phone, email, and chat.
At RiverofLife Transportation, I schedule and assign routes, monitor operations, coordinate communication between drivers and passengers, and maintain records. I've also provided technical support, reservation assistance, customer retention, and outbound sales support.
I'm recognized as a top-performing agent and bring nearly nine years of BPO experience, strong written communication, proofreading, problem-solving, and a consistent focus on customer satisfaction.
Experience
Work history, roles, and key accomplishments
Dispatcher
River of Life Transportation
Sep 2022 - Jan 2026 (3 years 4 months)
Scheduled and assigned routes, monitored operations, and facilitated communication between drivers and passengers. Maintained accurate records.
Answered inquiries and provided exceptional service to guests. Specialized in email support with strong written communication and proofreading skills, focusing on achieving high case resolution.
Inside Sales Agent
MOD
May 2022 - Aug 2022 (3 months)
Attended training for virtual assistant in real estate.
Customer Service Representative/Phone Operator
Metro Retail Stores Group, Inc.
Oct 2019 - May 2022 (2 years 7 months)
Handled inbound and outbound calls, provided exceptional customer service and problem solving, managed coupons and freebies distribution, and maintained accurate customer account records.
Delivered best customer experience, ensured satisfaction and loyalty, and assisted customers in securing monthly discounts and optimizing service plans.
Proficiently handled customer inquiries, technical issues, and enrollment procedures to ensure smooth and efficient customer experiences.
Customer Service Representative, Email and Chat Specialist
Mar 2017 - Oct 2018 (1 year 7 months)
Assisted customers with reservations and answered inquiries through chat, email, and phone calls (inbound and outbound).
Customer Service Representative
Focus Direct Inc.
Feb 2016 - Jan 2017 (11 months)
Specialized in customer retention, proactively addressing concerns to prevent customer cancellation.
Outbound Representative
Sykes 8 Incorporated
Nov 2015 - Feb 2016 (3 months)
Proficient in selling products and building rapport with customers, fostering trust and long-term relationships.
Education
Degrees, certifications, and relevant coursework
NOLITC
Contact Center Services NCII, Contact Center Services
2015 - 2015
Completed the Contact Center Services NCII certification in 2015.
Bago City College
Bachelor of Science, Information System
2014 - 2015
Pursued a Bachelor of Science in Information System from 2014 to 2015.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Salary expectations
Job categories
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