MA. VICTORIA CACERES
Clyde North,Victoria
Summary
Seasoned Senior Customer Care Representative with 12 years of experience in applying exceptional customer service, conflict mediation and communication skills to address diverse needs on one of the leading electricity distributors in the Philippines.
Demonstrated effectivity in managing and supporting daily business operation within a demanding environment. Articulate, energetic and results-oriented with exemplary passion for for developing relationships cultivating partnerships and growing business.
Overview
12
12
years of professional experience
Work History
Senior Customer Care Representative
Manila Electric Company
01.2018 - 03.2020
- Acted as the Supervisor; In-charge of overseeing business operations and handles escalations from junior staffs.
- Mentored junior customer care representatives in best practices for exceptional customer service delivery.
- Streamlined communication for improved customer relations, managing high-volume tickets and emails daily.
- Enhanced customer satisfaction by addressing and resolving complex inquiries, complaints, and issues.
- Maintains a database of materials and supplies using Microsoft Office (MS) Tools ie. MS Excel, MS Word, MS OneNote, etc. to ensure records are accurate and updated regularly
- Maintained accurate documentation of all customer interactions within CRM systems for future reference.
- Prepares memos, reports, presentation materials and other correspondence assigned using MS Powerpoint.
- Collaborated effectively with cross-functional teams to provide seamless support for customers.
Customer Care Representative
Manila Electric Company
07.2013 - 12.2017
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Identified opportunities for upselling or cross-selling products during interactions, increasing revenue generation potential.
- Generated weekly and monthly reports to highlight customer service performance and measure milestones.
- Educated customers about billing, payment processing and support policies and procedures.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Administrative Assistant
Manila Electric Company
07.2008 - 06.2013
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Assisted on managing office operations and handles administrative tasks
- Processed and managed petty cash disbursement, liquidation, and budget release for office activities
- Maintained a database of office supplies and materials
- Maintained the organization's database and employee records
- Ensured office facilities including but not limited to Monitored office facilities for maintenance.
Education
BACHELOR OF SCIENCE IN PSYCHOLOGY -
Colegio de San Juan de Letran
Calamba, Philippines04.2008
Skills
- Customer relationship management
- Strong leadership
- Problem-solving abilities
- Organizational skills
- Attention to detail
- Task prioritization
- Data Entry
- Microsoft Office proficiency ie Microsoft Office applications such as Outlook, MS Word, MS Excel and MS PowerPoint
- Customer Relationship Management Software (CRM) ie CXE Salesforce
Employer
Manila Electric Company
Timeline
Senior Customer Care Representative
Manila Electric Company
01.2018 - 03.2020
Customer Care Representative
Manila Electric Company
07.2013 - 12.2017
Administrative Assistant
Manila Electric Company
07.2008 - 06.2013
BACHELOR OF SCIENCE IN PSYCHOLOGY -
Colegio de San Juan de Letran
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