Hi, I’m
Angelica Delos Santos
Senior Specialist
Antioch,CA
Summary
Forward-thinking Senior Specialist equipped with advanced operational and technical knowledge of Salesforce. Proven support and problem-solver competent in navigating complex situations. Manages escalations, risk mitigation and dispute handling with organized and detail-oriented mindset.
Overview
6
years of professional experience
Work History
TDCXMalaysia
Senior Specialist
08.2019 - 04.2023
Job overview
- Providing real-time support to SMB & PO live channel agents on safety inquiries.
- Providing immediate resolution, guidance and recommendations to agents before escalating.
- As a Trust and Safety support, we help agents without the need of escalating tickets, hence, resolving inquiry on the first contact of their user.
- Verified accuracy and effectiveness of reporting processes, effectively using Salesforce to track and model data for management review.
- Identified areas in need of critical improvement and implemented strategies to achieve targets.
- Handled inbound customer chat conversations from various websites.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Deployed problem solving, analytics and intuitive skills and offered productive solutions that met customer needs.
- Created and maintained knowledge base of articles to enable informed service across support team.
- Developed short-term goals and long-term strategic plans to improve risk control and mitigation.
- Analyzed portfolios and identified risk factors, facilitating reduction of delinquencies on new volumes and recommending risk-adverse underwriting strategies.
- Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
- Formulated focused and individualized resolutions aimed to peacefully settle disputes.
TeleperformancePhilippines
Technical Support Representative
11.2017 - 06.2019
Job overview
- Providing resolution to customers issues regarding their internet & home phone.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Providing accurate explanations to customers regarding their bill inquiry.
- Helping customers regarding their plan upgrade, subscription and activation.
- Providing resolution to customers if they have a technical issue on their internet service.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
ConcentrixPhilippines
Customer Service Representative
05.2017 - 11.2017
Job overview
- Providing resolution to customers regarding technical issues on their TV cable.
- Providing accurate explanations to customers regarding their billing inquiry and subscription.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services and company information.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
Education
St. John of Beverley CollegePhilippines
Bachelor of Science from Business Administration
04.2018
University Overview
- Honoree of Student of the year
- Awarded Girl Scout awards
- SJB Scholarship Recipient
- Extracurricular Activities: Marketing Management Seminar
- Elected Captain of Marketing
- Marketing Management Member
Skills
- Skilled in Technology
- Problem Solving skills
- Interpersonal Communication Skills
- Time Management Skills
- Multitasking Skills
- Skilled in major relevant Computer applications like MS Word, MS Excel, etc,
- Supporting live channel Agents through Slack help, Zendesk, Salesforce, Case studio, Account Inspector, Lumos
- Fraudulent Activities Investigations
- Incident Escalation
- Case Support
- User Experience
- Customer Care
Timeline
Senior Specialist
TDCX
08.2019 - 04.2023
Technical Support Representative
Teleperformance
11.2017 - 06.2019
Customer Service Representative
Concentrix
05.2017 - 11.2017
St. John of Beverley College
Bachelor of Science from Business Administration