Angelica Lucero

ANGELICA LUCERO I am an enthusiastic, self-motivated, reliable, responsible and hardworking Customer Service professional with 5 years of experience across phone, chat, and email. I have proven skill to work well both in a team environment and using my own initiative. With experience in both office settings and remote work, I’ve developed a strong ability to adapt and excel, whether collaborating with a team or working on my own. My main priority has always been to deliver exceptional service, meet KPIs, and support the overall success of the company. Details Experience --304-C, Arezzo Place Davao, Doña Pilar Avenue, Pampanga, Davao City, Philippines Education Lead Generation Specialist Aly’s Hub Sep 2024 - Dec 2024 A Lead Generation Specialist for medical appointment setting under the Affordable Care Act. Engaging with potential clients to facilitate access to essential healthcare services. My role involves using targeted outreach strategies to connect individuals with appropriate providers, improving healthcare accessibility and the overall patient experience. Utilized ViciDial as the primary communication platform to engage with potential customers while working the night shift. Customer Service Representative BSED - Mathematics Undergraduate University of Mindanao 2015 - 2020 Davao City 8000, Davao del Sur, Philippines Skills Full Potential Solutions Jan 2023 - Aug 2024 Provide outstanding customer service through both inbound/outbound phone calls and emails. Working materials used are Google Suite, Bliss, JIRA and Salesforce. Listened attentively to the drivers' concerns and work diligently to identify effective solutions to their issues. During this period, I worked the graveyard shift. Subject Matter Expert Full Potential Solutions Sep 2023 - Apr 2024 Provide comprehensive training to agents on product knowledge during email and outbound caller interactions. Additionally, offer immediate assistance and development opportunities to improve their email and call handling abilities. Working materials used are Google Suite, Bliss, JIRA, Microsoft Excel and Salesforce. During this period, I worked the afternoon shift. Salesforce Communication Attention to Detail Subject Matter Expert Google Suite Ibex Global Solutions MS Excel Inbound Phone Skills Outbound Phone Skills Oct 2021 - Jan 2023 Thoroughly train agents on product knowledge during chats. Offer ongoing support and development opportunities to enhance their chat handling skills. Working materials used are Google Suite, Zoom , Microsoft Excel, Slack and Salesforce. During this period, I worked the afternoon shift. Chat Skills Customer Service Representative Email Skills Ibex Global Solutions Customer Support of a food delivery platform based in Asia–Pacific Region. Assist customers through chat by answering their questions, and resolving issues real-time through live chat. Aim to enhance the customer experience by delivering prompt and friendly support while ensuring their needs are met effectively. Working materials used are Google Suite, Slack and Salesforce. During this period, I worked the morning shift. Slack Language English Cebuano Jul 2021 - Oct 2021 Tagalog Customer Service Representative VXI Global Solutions Jan 2019 - Jun 2021 Strive to offer exceptional customer service via inbound/outbound phone and email, actively listening to the driver's concerns and finding effective solutions to their problems. Ensure that drivers feel valued and supported throughout the process. Working materials used are Google Suite, Bliss, JIRA and Salesforce. I worked across morning, afternoon, and graveyard shifts during this period.