CATHERINE C. QUIZON
Customer service professional with 10 years of experience and a strong escalations and technical support
background. Recognized for providing insanely great customer experience through exceptional problem-solving
skills and effective communication. Proven ability to de-escalate situations and turn negative customer experiences
into positive outcomes. Skilled in providing technical assistance and resolving complex issues to ensure customer
satisfaction. Passionate about delivering outstanding customer service and building long-term relationships with
clients. Looking for new opportunities to apply my expertise in delivering world-class customer experience.
SKILLS:
Customer Support, Virtual Assistance, Communication, Problem Solving, Time Management, Technical Support,
Research, Team Collaboration, Multitasking
QUALIFICATIONS:
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Work well under pressure in various environments
Excellent in oral and written communications
Experienced in MS Office, G Suite, Slack, Zendesk, Kustomer, Salesforce, Freshdesk, Intercom and Jira
Knowledgeable in Shopify, Gorgias, Trello, Calendly, and Social Media Management
EMPLOYMENT HISTORY:
SPARE LABS Inc.
Customer Support Specialist (Independent Contractor)
February 2023 – present
● Acted as the primary contact for inbound messages, supporting both B2B and B2C customers through
phone, email, and live chat.
● Monitored various communication channels and proactively suggested solutions based
on knowledge-based articles, ensuring prompt and accurate responses.
● Demonstrated strong communication skills to understand customer pain points and transfer information
clearly and concisely, ensuring a high level of customer satisfaction.
● Utilized judgment and filtering techniques to identify and escalate requests that required additional
support, particularly highly technical issues, to the relevant departments.
● Collaborated with the Customer Success and Knowledge teams to contribute to the development of
self-help content, reducing incoming customer requests and enhancing the overall customer experience.
● Assisted in the development of new processes within the Support department, actively contributing to its
success and continuous improvement.
Let’s Talk ADHD
Personal Assistant (Part-Time)
February 2023 - October 2023
● Provide comprehensive administrative support to the founder of Let’s Talk ADHD, managing schedules,
and appointments.
● Act as a primary point of contact between the founder and internal/external stakeholders, ensuring
effective and timely communication.
● Systematically manage and organize information, documents, and correspondence to enhance efficiency
and accessibility.
● Facilitate and coordinate meetings, conferences, and events, including preparing agendas, minutes, and
any necessary materials.
● Research relevant topics and provide summaries to assist the founder in decision-making and strategic
planning.
● Prioritize and manage tasks in a dynamic environment, ensuring deadlines are met and important matters
receive prompt attention.
● Handle sensitive information with utmost confidentiality and discretion, maintaining trust and integrity.
● Assist in managing expenses, receipts, and financial documentation to support accurate record-keeping.
● Proactively identify and address challenges, offering solutions to streamline processes and enhance
productivity.
● Support the founder in managing social media presence, including drafting posts, scheduling updates, and
monitoring engagement.
TRANSPARENT BPO
Customer Support/Sales Representative
October 2022 – February 2023
● Proactively made outbound calls to promote and sell products and services while handling inbound calls to address
customer concerns, needs, and requirements.
● Effectively responded to and resolved customer inquiries, providing prompt and satisfactory solutions.
● Maintained clear and accurate documentation of customer transactions in relevant platforms and systems, ensuring
proper record-keeping and organizational efficiency.
● Demonstrated high professionalism and strong sales/service skills, utilizing extensive program and product
knowledge to offer value-based solutions to customers.
● Identified and escalated issues to supervisors when necessary, ensuring timely and appropriate resolution.
● Successfully performed any other assigned duties, exhibiting flexibility and adaptability in a fast-paced customer
support environment.
OUTDOORSY
Customer Support Specialist (Independent Contractor)
June 2021 – September 2022
● Provided outstanding customer service by engaging with customers via phone, email, and chat channels,
promptly addressing their inquiries and resolving issues.
● Proactively collaborated with team members to find effective resolutions to customer requests,
demonstrating strong teamwork and problem-solving skills.
● Actively understood client pain points, effectively communicated their concerns internally and influenced
product enhancements to better meet customer needs.
● Utilized in-depth product knowledge to collaborate with and assist other teams, contributing to the overall
success and improvement of the company's offerings.
● Created and maintained comprehensive and user-friendly documentation to support customers and the
Customer Experience Team, ensuring access to helpful resources for issue resolution.
● Played an integral role in building and promoting the Outdoorsy brand by embodying a friendly and
engaging personality and fostering positive customer interactions and relationships.
LAWYERS AND LATTES
Virtual Assistant / Client Care Specialist (Independent Contractor)
October 2021 – June 2022
● Added leads to the system promptly upon receiving new submissions, ensuring accurate and up-to-date
information.
● Provided prompt assistance to clients by effectively responding to inquiries via email and delivering clear
and helpful information.
● Sent out retainer agreements to clients, ensuring proper documentation and adherence to legal
procedures.
● Updated client information as needed, maintaining accurate records, and facilitating efficient
communication.
● Assisted lawyers and associates by efficiently booking consultations and managing their calendars,
ensuring smooth scheduling and effective time management.
● Edited documents and emailed them to clients, ensuring accuracy and readiness for their Zoom signing
appointments.
ALORICA PHILIPPINES INC.
Corporate Care Specialist
May 2020 – June 2021
● Interacted with customers via phone, chat, and email channels, maintaining a positive, empathetic, and
professional attitude to ensure excellent customer service.
● Maintained thorough records of customer interactions, transactions, comments, and complaints, ensuring
proper and complete notation for future reference and analysis.
● Prioritized customer satisfaction and provided exceptional professional support, consistently aiming to
exceed customer expectations.
● Successfully met and exceeded assigned goals for customer satisfaction, quality, and average handling
time, demonstrating a strong commitment to performance excellence.
ALORICA PHILIPPINES INC.
Escalation Lead
August 2018 – May 2020
● Responsible for supporting and managing escalations, maintaining strong relationships between
departments, and addressing client needs effectively.
● Proactively managed the pipeline of complaints in accordance with guidelines, ensuring proper and timely
resolution of customer issues.
● Established correct expectations with clients, enforced relief measures, and resolved issues through clear
and effective communication, fostering positive customer experiences.
ALORICA PHILIPPINES INC.
Customer Service Representative
April 2014 – July 2018
● Provided exceptional customer service to enhance business performance, ensuring a positive customer
experience.
● Greeted, addressed, and thanked customers in a friendly and professional manner, establishing rapport
and fostering positive relationships.
● Actively listened to and understood customer requirements, providing appropriate clarifications and
solutions to meet their needs effectively.
● Maintained and updated customer documentation as necessary, ensuring accurate and up-to-date
information for seamless customer support.
● Consistently met and exceeded assigned goals for customer satisfaction, quality, and average handling
time, demonstrating a commitment to excellence and continuous improvement.
SPT BUSINESS RESOURCES INC.
Telesurveyor / Market Analyst
June 2012 – April 2014
● Conducted surveys in various cities across Canada, following established protocols and procedures.
● Successfully persuaded respondents to participate in telephone surveys, reading questions accurately and
recording responses with precision.
● Thoroughly examined previous records and evidence to ensure the accuracy of collected data, maintaining
high data quality standards.
● Consistently met and exceeded assigned goals for survey completion per hour, showcasing productivity
and efficiency.
ACHIEVEMENTS:
Top Escalation Lead, Quarter I, and II, 2019
RELATED TRAINING:
Lead First Training
Social Media Management 101
EDUCATION:
Associate in Computer Technology, STI - College
