Summary
Overview
Work History
Education
Skills
References
Timeline
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Carlota Nabong

Blk 10-B Prk 01 Dolleton St. Bayanan Muntinlupa City

Summary

Customer service representative with 3 years of experience in the industry. Demonstrated success in building rapport with clients and achieving high customer satisfaction ratings. Collaborative team member focused on contributing to organizational success. Results-driven with a commitment to fostering relationships and enhancing business growth.

Overview

3
3
years of professional experience

Work History

Customer Service Representative | Transamerica

EXL Service
Northgate Alabang Muntinlupa City
06.2024 - Current
  • Provided high-quality support to both business partners and end clients across life insurance and financial service products
  • Handled complex billing concerns for elderly customers with compassion and attention to detail, assisting with premium payments, billing schedules, policy lapses and reinstatements
  • Supported agents with business-to-business inquiries including commission tracking, application status updates, and client account servicing.
  • Resolved escalated customer complaints involving billing errors or policy misunderstandings, coordinating with back-office teams to reach timely resolutions
  • Quickly adapted to system changes and process updates in a fast-paced, high-volume call center environment.

Technical Support Representative | Verizon

Foundever
Ayala Alabang Muntinlupa City
07.2023 - 02.2024
  • Documented all activities related to technical support including processes, updates, changes made.
  • Resolved escalated customer service issues in a timely manner.
  • Utilized remote access tools to connect remotely with customers' systems when necessary.
  • Troubleshot customer inquiries related to software and hardware issues.
  • Recommended upgrades or additional features that could enhance user experience.
  • Developed system documentation, user manuals, FAQs, troubleshooting guides.
  • Monitored customer feedback to ensure high levels of satisfaction.
  • Collaborated with other departments such as sales, marketing, and engineering, as required.
  • Created reports on customer complaints and feedback for management review.
  • Ensured compliance with company policies and procedures regarding technical support operations.
  • Identified potential areas for improvement in existing products or services.

Customer Service Representative | Door Dash

Teleperformance
Sucat Parañaque
01.2022 - 05.2023
  • Answered customer inquiries via phone, email, and chat.
  • Resolved customer complaints promptly and efficiently.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Responded with an average of 50-70 per day via phone, email and chat support with a 90% customer satisfaction rating.
  • Reduced the average handling time by 20% through effective problem solving and communication skills

Education

Bachelor of Arts - Psychology (Undergraduate)

Arellano University Jose Abad Campus
Jose Abad Santos Campus, 3058 Pasay City
06-2020

Skills

  • Customer service
  • Data analysis
  • Behavioral assessment
  • Report writing
  • Problem solving
  • Interpersonal communication
  • Team collaboration
  • Account updating
  • Problem resolution
  • Follow-up skills
  • Retail marketing
  • Proofreading
  • Appointment scheduling
  • Retail store support
  • Report transcription
  • Sales closing
  • Adaptive team player
  • Negotiation strategies
  • Hospitality and accommodation
  • Customer relationship management (CRM)
  • Complaint handling
  • Task prioritization
  • Inbound and outbound calling
  • Exchange coordination
  • Professional telephone demeanor
  • Time management
  • Brand representation
  • Quality control
  • Positive and professional

References

References available upon request.

Timeline

Customer Service Representative | Transamerica

EXL Service
06.2024 - Current

Technical Support Representative | Verizon

Foundever
07.2023 - 02.2024

Customer Service Representative | Door Dash

Teleperformance
01.2022 - 05.2023

Bachelor of Arts - Psychology (Undergraduate)

Arellano University Jose Abad Campus

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Carlota Nabong