Cherrygene Gamab

Cherrygene Gamab Honolulu, Hawaii |- |-LinkedIn: linkedin.com/in/cherrygene-gamab Professional Summary Empathetic and results-driven customer service professional with 3 years of experience delivering outstanding support in high-volume environments. Skilled in handling complex inquiries through phone, email, and chat, resolving issues promptly, and creating positive, personalized customer experiences. Known for balancing frontline service responsibilities with quality assurance duties, including agent coaching, documentation review, and service improvement initiatives. Proven ability to represent brand values with professionalism and warmth in every interaction. Education and Certifications IBM Artificial Intelligence Fundamentals – Credential earned through IBM SkillsBuild DoD, 2025 Bachelor of Science in Computer Science | Philippines Skills • • • • Mutli-channel Customer Support (Phone, Email, Chat) Customer Satisfaction & Issue Resolution Empathy and Conflict De-escalation Customer Feedback Collection & Reporting • • • Microsoft Office Suite NICE, Genesys, Salesforce, VMware, and ICBM Platform Familiarity Coaching Performance Feedback • • • Process & Documentation Improvement Remote Work Proficiency Team Collaboration and Communication Experience Quality Assurance/ Compliance Specialist – KECH., Inc. – MOHELA Federal Student Loan Servicing | Remote | Nov. 2022 - Feb. 2025 • • • • • • • • Delivered frontline customer service via phone, email, and chat to support federal student loan inquiries and escalations. Responded to complex customer issues with professionalism and empathy, ensuring satisfaction and timely resolution. Handled email and call support during high-volume periods, maintaining consistent service quality. Monitored and evaluated service interactions for quality assurance and agent development. Provided written and verbal coaching based on customer service trends and call data. Gathered and reported customer feedback to improve processes and communication scripts. Assigned to high-priority service and QA projects by Federal Student Aid due to accuracy and reliability. Trained new hires on both customer service and QA best practices, emphasizing service excellence. Lead Participant Service Representative – KECH., Inc – Thrift Savings Plan (TSP) | Remote | Jul 2022 – Oct 2022 • • • • • Managed 40 – 60 inbound calls daily, assisting customers with account access, loan applications, and plan options. Promoted to Lead within one month for exceptional service, reliability, and leadership skills. Resolved escalated customer concerns with a high degree of accuracy and care. Supported email correspondence and documentation for customer transactions. Provided feedback on customer pain points to improve support documentation and internal tools.