I'm looking for a stable, long-term opportunity where I can contribute my customer support experience, continue developing my skills, and be part of a team that values collaboration, growth, and delivering a great customer experience.
Open to opportunities
Xyza Lopez
@xyzalopez
Results-driven customer support professional with over a decade of experience in the BPO and customer service industry.
PhilippinesWhat I'm looking for
At Keywords Studios, I respond to player inquiries through email and live chat, resolving concerns with empathy, accurate analysis, and clear documentation. I collaborate with teammates on complex issues to help deliver a smooth player experience.
I've also supported workforce management at Inspiro through real-time monitoring, assisted in scheduling, forecasting, staffing, reporting, and performance analysis. Across more than a decade in BPO and customer service, I've focused on efficient resolutions, customer satisfaction, and process improvement.
Experience
Work history, roles, and key accomplishments
Current
• Responded to player inquiries through email and live chat, providing prompt, accurate, and helpful support.
• Helped players resolve their concerns by analyzing carefully, showing empathy, and finding the best possible solution.
• Worked closely with teammates to resolve more complex issues and ensure a smooth player experience.
Workforce Specialist
Inspiro
Jul 2013 - Jul 2018 (5 years)
• Monitored real-time queue performance and agent adherence to help maintain service levels and support daily operations.
• Assisted with scheduling, forecasting, and staffing to ensure the team had the right coverage based on business needs.
• Prepared reports and analyzed performance trends to identify opportunities for improvement and support informed decision-making.
• Assisted customers with their questions and concerns over the phone, providing friendly and efficient support.
• Resolved customer issues by listening carefully, identifying the best solution, and following company guidelines.
• Delivered a positive customer experience through clear communication, empathy, and timely resolutions.
• Supported quality assurance processes and compliance monitoring
• Assisted in maintaining quality standards and documentation
• Processed transactions accurately and efficiently
• Assisted customers with inquiries and basic product concerns
Education
Degrees, certifications, and relevant coursework
PU
Pangasinan State University
Bachelor of Science, Mathematics and Computer Science
2002 - 2006
Tech stack
Software and tools used professionally
Availability
Open to opportunities
Location
PhilippinesAuthorized to work in
Salary expectations
450k-480k PHP
Social media
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