ANDREA LLAMAS
Ibaan, Calabarzon, Philippines •- •-PROFILE
Dynamic Customer Service Representative with experience in managing high-volume inbound and
outbound calls, resolving inquiries with empathy, and handling escalated cases. Skilled in coordinating
logistics, streamlining processes, and ensuring accurate documentation. Passionate about delivering
exceptional customer experiences and continuously improving service delivery.
EMPLOYMENT HISTORY
Jan 2023 - Present
Customer Representative, Alorica Philippines
Managed high-volume inbound and outbound calls, ensuring exceptional service and empathetic inquiry
resolution. Recorded and organized call information in CRM system accurately. Joined Tier 2 Escalation
Team, handling complex cases, validating concerns, and ensuring follow-up resolutions. Processed
tickets from chat, voice, and email support efficiently.
Spearheaded email correspondence, tracking internal responses for timely customer updates.
Conducted follow-ups to confirm case progress and ensure proper resolution.
Collaborated with Routing Team, managing calls from market managers and drivers regarding
urgent requests.
Utilised Route Planner Tool to optimise delivery routes effectively.
Mar 2024 - Oct 2024
Logistics Assistant, Liwei Crago Services
Managed verification of logistics documents for accuracy and compliance. Tracked shipments;
coordinated with couriers for timely deliveries. Prepared delivery documents and monitored inventory
movement. Processed payments and documentation for delivery and supplier transactions.
Checked and verified logistics documents before submission to ensure accuracy and compliance
Tracked shipments and coordinated with couriers to ensure timely arrival of the vessels.
Handled payment processing and documentation for deliveries.
Jan 2022 - Jan 2024
Service Crew ( Pat time ), Your Sweetea
Provided exceptional customer sure by assisting with orders. Prepared and served food and
beverages efficiently. Managed cash transactions and operated POS system expertly. Ensured
cleanliness and adhered to safety standards consistently. Monitored inventory levels and supported
supply management
Jan 2017 - July 2018
Assistance- Silk screen printing shop, JPower, Printing Services
Assisted customers with garment printing orders, ensuring clarity and satisfaction. Organised finished
garments for efficient customer pick-up. Processed transactions accurately, including issuing
receipts and receiving payments. Supported printing operations to maintain a smooth workflow
Facilitated customer inquiries, enhancing service experience.
Streamlined garment preparation processes, improving efficiency.
Maintained shop cleanliness, contributing to a professional environment.
EDUCATION
Aug 2019 - Jul 2023
SKILLS
Business Administration - Marketing Management
Batangas State University
Customer Support
Documentation Management
Data Collection
Escalation Handling
Problem Solving
Team Collaboration
Time Management
Attention to Detail
