Chelsi Grace Gulim
VA/Customer Service Specialist
5+ Years of Experience
Experienced in delivering outstanding support with a strong focus on
communication, problem-solving, and conflict resolution. Proven track
record of improving customer satisfaction and achieving performance goals.
Dedicated to creating positive customer experiences and contributing to
dynamic teams.
Contacts
Mobile Number: -
Email:-LinkedIn
OnlineJobs.ph
Expertise
Good Communication Skills
Advanced Problem-Solving
Time Management
Conflict Resolution
Technical Proficiency
Upselling and Cross-Selling
Active Listening
Analytical Skills
Adaptability
Process Improvement
Attention to Detail
Team Collaboration
Escalation Management
Email Organization and Management
Experience
Sales and Customer Service Representative
iQor Inc | Dasmariñas, Cavite
June 2016 - February 2017
Provided exceptional customer service, handling inquiries and resolving
issues promptly.
Contributed to customer retention by delivering personalized support and
fostering strong customer relationships.
Utilized technical tools to streamline customer service processes and
improve efficiency.
Process Executive
Infosys LTD BPM | Alabang, Muntinlupa
December 2017 - December 2018
Analyzed data to evaluate process effectiveness and proposed
improvements to optimize workflows.
Collaborated with teams to understand process needs and challenges,
ensuring alignment with business goals.
Communicated with clients regarding potential products and services,
meeting and exceeding sales quotas.
Customer Service Representative
Optum Global Solutions | Alabang, Muntinlupa
January 2019 - November 2019
Delivered high-quality customer service in the healthcare sector,
handling sensitive patient information and complying with healthcare
privacy regulations.
Explained insurance coverage, billing processes, and assisted patients
in resolving billing or financial concerns.
Promoted and sold healthcare products and services, contributing to
company revenue.
Operations Customer Service Representative III
Telus International Philippines | McKinley Pkwy, Taguig
November 2020 - August 2021
Led complex customer support operations, managing escalated
inquiries and resolving advanced issues to ensure client satisfaction.
Streamlined operational workflows, reducing response times and
improving overall efficiency.
Collaborated with cross-functional teams to resolve customer issues
and enhance service quality.
Managed a portfolio of high-priority clients, ensuring timely and
accurate communication.
Trained and mentored junior customer service representatives to
improve team performance.
Tools
Salesforce
HubSpot
HubStaff
TalkDesk
Aircall
Avaya
Cisco
YAMM/GMASS
Google Workspace
Microsoft Outlook
Engineer - Service Delivery
Movate | BGC, Taguig
January 2023 - April 2023
Delivered technical services to clients, ensuring alignment with
industry standards, regulations, and security requirements.
Applied in-depth technical knowledge and expertise to meet service
delivery objectives effectively.
Ensured compliance with specific domain or technology standards
relevant to the services provided.
Subject Matter Expert
April 2023 - December 2023
Utilized specialized knowledge to guide and enhance the delivery of
services, ensuring high standards and successful client outcomes.
Monitored and managed service delivery quality by establishing and
overseeing key performance indicators (KPIs) and service level agreements
(SLAs).
Identified and mitigated risks impacting service delivery, client satisfaction,
or business continuity.
Collaborated with teams to resolve complex issues and escalations,
contributing to effective problem-solving.
Developed and maintained best practices, guidelines, and standardized
procedures to ensure consistency and compliance in service delivery.
Receptionist/Virtual Assistant
Clear Admin People | Metro Manila, Makati
January 2024 - June 2024
Collected and prepared patient and clinical data with great attention
to detail.
Served as the first point of contact for patients, managing reception
duties and coordinating lab collections and deliveries.
Supported administrative tasks, ensuring efficient day-to-day clinic
operations.
Social Media & Sales Manager
Automagic Solutions LLC
January 2024 - current
Sales Management:
Led sales efforts, securing new contracts and increasing revenue
through effective sales strategies and relationship management.
Built and maintained a loyal customer base, focusing on long-term
contracts with both residential and commercial clients.
Collaborated with other teams to align sales and marketing initiatives,
ensuring smooth service delivery and customer satisfaction.
Social Media Management:
Developed and executed social media strategies across platforms to
increase brand visibility and engagement, growing followers.
Created targeted content to attract both residential and commercial
cleaning clients.
Managed paid ad campaigns, optimizing budget for maximum ROI and
generate more leads.
Monitored and analyzed social media performance metrics to
continuously improve content and outreach strategies.
