Gladys Mercado
-
Customer Service Representative
119 Zone 6 Barangay Panicsican, San Juan, La Union
2514, San Juan, La union, Philippines
Experienced and reliable customer service officer with
extensive experience assisting in a busy call center setting.
Strong dedication to helping customers resolve issues and
cultivating a positive image of the company.
WORK EXPERIENCE
SKILLS
Technical Support Representative
VXI Global Inc.
Microsoft Office
03/2014 – 06/2016
Manila, Philippines
VXI Global Solutions provides innovative and transformative customer care and
customer experience (CX) solutions to the world’s leading brands.
Customer Satisfaction
Fast Learner
Chat Support
Achievements/Tasks
Provide daily support to users of various computer systems
including answering questions, analyzing problems, and quickly for
Increase personal technical knowledge
LANGUAGES
Communicate clearly and effectively with end-users, colleagues,
and management to quickly resolve issues and ensure customer
satisfaction
English
Filipino
Full Professional Proficiency
Native or Bilingual Proficiency
Install and maintain hardware, software, and other equipment to
meet client requirements, routinely observe operational
performance, and install security patches and updates when
necessary.
Contact: Armie Ferrer -
Customer Service Representative
Convergys
08/2016 – 01/2019
Manila, Philippines
Convergys Corporation was a corporation based in Cincinnati, Ohio, that sold
customer management and information management products, primarily to large
corporations.
Achievements/Tasks
Resolve product or service problems by clarifying the customer's
complaint; determining the cause of the problem; selecting and
explaining the best solution to solve the problem; expediting
correction or adjustment; following up to ensure resolution.
Recommend potential products or services to management by
collecting customer information and analyzing customer needs
Contribute to team effort by accomplishing related results as
needed
Contact: Alexis Dizon -
Customer Service Representative
Afni Philippines Inc.
06/2019 – Present
Manila, Philippines
Afni is a U.S.-based global contact center company and our clients are among the
world’s best companies. Our clients rely on Afni to engage with customers over
the phone and through web chat.
Achievements/Tasks
Take payment information and other pertinent information such as
addresses and phone numbers
Place or cancel orders
Work with customer service manager to ensure proper customer
service is being delivered
EDUCATION
Bachelor of Science in Psychology
University of the Cordilleras
05/2011 – 05/2014
Baguio City
