GLADYS SHERMAN RICHARDSON
Las Vegas,Philippines
Summary
Achieved high customer satisfaction ratings through exceptional service delivery. Improved operational efficiency by applying problem-solving skills and technical knowledge. Developed strong customer relationships, contributing to success in BPO roles over four years.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
Telus International
Las Vegas, NV
12.2025 - Current
- Resolved customer inquiries and complaints through multiple channels, ensuring satisfaction and retention.
- Collaborated with teams to streamline processes, enhancing service delivery efficiency.
- Trained new representatives on systems and protocols, fostering a knowledgeable workforce.
- Managed escalated issues effectively, promoting resolutions aligned with company policies.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Customer Service Representative
TaskUs
05.2022 - Current
- I promptly addressed customer inquiries about retail accounts, used computer systems for account details, managed calls for retail purchases, and effectively handled complaints or escalated them as required.
Customer Service Representative
Teleperformance
08.2021 - 05.2022
- I ensured customer queries were answered satisfactorily, used computerized systems to access customer details, handled calls regarding personal bank accounts and inquiries, and managed or escalated customer complaints to a supervisor.
Machine Operator
Unimicron Technology Corporation Taiwan (Overseas Filipino Worker)
07.2007 - 04.2020
- I was responsible for checking and signing travel card use for production, making daily reports, operating machines for PCB board production, maintaining workplace cleanliness and orderliness, and promoting good relationships among Filipino workers and Chinese counterparts.
Education
Bachelor of Science - Hotel & Restaurant Management (BSHRM)
St. Joseph College
Cavite City01-2002
Secondary School - undefined
St. Mary Magdalene School
Kawit01-1996
Skills
Resolved technical issues and executed preventive maintenance on computer systems to sustain peak performance
Oversaw call management operations, focusing on optimizing response times and elevating service quality standards
Investigated customer feedback trends and established streamlined processes for efficient complaint resolution
Facilitated effective interpersonal communication initiatives to strengthen team relationships and improve overall workplace environment
Led dynamic problem-solving workshops to cultivate innovative ideas and boost team effectiveness
Achieved timely project delivery through adept management of simultaneous tasks Boosted team productivity by applying prioritization strategies Drove successful project outcomes by emphasizing critical objectives and adherence to timelines
Achieved project milestones through effective collaboration among diverse teams Enhanced project outcomes by fostering a strong environment of teamwork Delivered successful projects by leveraging the unique strengths of each team member
Developed strategies to cultivate resilience and responsiveness within the team amid changing demands and dynamics
Maintained comprehensive tracking systems to ensure accurate time allocation across diverse projects
Evaluated complex issues to inform decision-making and drive successful strategic initiatives
Led collaborative sessions focused on addressing challenges and generating innovative solutions to boost team effectiveness
Timeline
Customer Service Representative
Telus International
12.2025 - Current
Customer Service Representative
TaskUs
05.2022 - Current
Customer Service Representative
Teleperformance
08.2021 - 05.2022
Machine Operator
Unimicron Technology Corporation Taiwan (Overseas Filipino Worker)
07.2007 - 04.2020
Bachelor of Science - Hotel & Restaurant Management (BSHRM)
St. Joseph College
Secondary School - undefined
St. Mary Magdalene School