Kristel Grace Madera

Kristel Grace Madera About Me Customer-focused and results-driven professional with 7+ years of experience in phone support and customer service. Skilled in handling high-volume inquiries, resolving customer concerns efficiently, and ensuring customer satisfaction. Adept at troubleshooting issues, maintaining quality standards, and delivering an exceptional customer experience. Passionate about enhancing customer relationships and optimizing service processes. Contact- |- September 16, 1995 Dakit, Bogo , Cebu, Philippines live:.cid-aedc1d00 Education BSBA - Management Accounting Work Experience August 2023 - February 2025 Technical Support Representative (Tier 2) - Teleperformance Assisted customers with technical troubleshooting, resolving product and service-related issues efficiently. Provided step-by-step guidance to customers, ensuring clear understanding and problem resolution. Maintained high-quality service levels by adhering to company Bantayan Southern Institute protocols and performance benchmarks. June 2012- November 2012 Worked graveyard shifts (10 PM - 7 AM Manila Time). Undergraduate Proficient in CRM tools such as Salesforce BSBA - Accounting Technology SCSCIT- Madredejos Campus June 2013- November 2013 Undergraduate February 2018 - August 2023 Customer Service & Sales Representative - Teleperformance Handled travel-related inquiries, optimized booking processes, and provided tailored solutions to enhance customer satisfaction. SKILLS & EXPERTISE Customer Service Managed complex travel arrangements, including multi-city itineraries and special accommodations, ensuring costeffectiveness and compliance with company policies. Consistently exceeded KPIs, improving customer retention, sales Problem Solving conversions, and service efficiency. Data Entry & CRM Proficient in travel booking systems such as Amadeus and Sabre. Administrative Support Worked graveyard shifts (09:00 PM - 06:00 AM Manila Time). Time Management September 2014 - February 2018 Email Communication Warehouse Receiving Clerk - Vertex One Apparel Phils Travel Coordination & Booking Improved inventory accuracy by implementing an efficient Inventory Management tracking system. Technical Troubleshooting Resolved vendor discrepancies and ensured timely, accurate Active Listening deliveries. Managed warehouse operations, reducing stock Empathy discrepancies by 20% Positive Attitude and Patience Sent weekly and monthly reports directly to the supervisor Order Processing and manager. Updated the manager on upcoming items to be received to allow for advance planning. Bisaya Language English Tagalog Bisaya Tools And Software Proficiency CRM Systems: Salesforce Travel Booking Systems: Amadeus, Sabre, Other Booking Sites Communication & Collaboration: Slack, Zoom, Skype, Microsoft Teams Dialers: Avaya, Amazon Connect Office Productivity: Microsoft Office (Word, Excel, PowerPoint), Google Workspace References Mechele Calago Teleperformance /Supervisor Phone:- Email :- Kimberly Belandress Teleperformance / Service Agent Phone:- Email :- Language DISC Personality Test Result Typing Speed Test Result Internet Speed Test Result