Lhirose Madrigal | Freelancer Resume

Lhirose Madrigal --210 NPC RD Bagong, Silang, Lumban, 4014, Philippines CUSTOMER SUPPORT ABOUT ME LINKS Facebook: h p://h ps://www.facebook.com/ lhirose.madrigal/ Linked In: h ps://www.linkedin.com/in/lhiro se-madrigal-6b31b156/ Onlinejobs.ph: h ps://www.onlinejobs.ph/jobsee kers/info/- Customer Service professional with history of exceeding customer expecta ons. Able to stay calm and composed in stressful situa ons. Provided knowledge and eﬀec ve communica on to increase customer sa sfac on. Dedicated Training Specialist with more than three (3) years of experience in crea ng training programs in BPO Industry. Eﬀec vely collaborates with management to determine speciﬁc employer and employee requirements. Excels in people management and crea ng reports using Google sheets, docs and slides. Seeking long-term posi on with progressive organiza on. Training Specialist with experience in supervising site-based and online training programs. Disciplined professional with persuasive a tude and approach. Seeking challenging posi on with progressive enterprise with opportunity for advancement. Talented Visual Arts Designer with excellent communica on and interpersonal skills. Proven ability to manage clients and produce excep onal products that surpass client's expecta ons. Detail-oriented Quality Control Analyst with exper se in applying qualita ve and quan ta ve analysis methods to projects and work tasks. 2-year background in Quality Assurance with keen ability to priori ze and balance demanding work requirements. WORK EXPERIENCE Upwork: h ps://www.upwork.com/freelanc ers/~01824e4e2dd7dfe440h p:// Customer Service Manager / Team leader Shopify - eCommerce Business / Jan 2020 - Oct 2020 ▪ Recognized and took advantage of opportuni es to improve customer sa sfac on to create repeat business. SKILLS ▪ Responded to customer ques ons, provided solu ons, and resolved issues quickly and eﬀec vely. CRM Systems ▪ Responded to customer ques ons and complaints, delivered fast, friendly, and knowledgeable service and was successful in retaining customer loyalty. ▪ Porcess order fulﬁllment, cancella ons and refunds if needed. Customer-focused ▪ Monitor Team's open and closed ckets to ensure standard opera ng procedures is being followed in a mely manner. Mul -Task Management Learning Services Learning Specialist Telus Interna onal Phil. / McKinley West Taguig, City / Aug 2019 - Jan 2020 Customer Service • Used learning management system (LMS) to administer course content, arranged schedules, and monitored a endance of students. • Provided high-quality training to employees using learning methodologies to promote and explain company's goals, mission, and values. • With fellow educators held sessions to collaborate and share informa on with the objec ve of Improving student success. • Cooperated with project leaders and stakeholders to determine objec ves and make decisions on what needs to be done to accomplish those goals. • Created lesson plans that combined discipline with other measures to increase students ability to concentrate and par cipate in cllass, and which made students accountable for their own progress. • Assembled informa on and produced documents and reports and sent copies to appropriate par es. • Listened to Customer Representa ve's call and make sure they provide excellent customer experience and following standard opera ng procedures based on client's needs. • Collaborated with Team Leaders and opera ons to report and present team's performance. Computer Literate Resourceful PERSONAL D E TA I L S Date of birth Sept. 24, 1985 Na onality Filipino Marital status Single Quality Assurance Specialist Transcom Worldwide Phil. Inc. / Mandaluyong, City / Jan 2018 - Jul 2019 • Listened to Customer Representa ve's call and make sure they provide excellent customer experience and following standard opera ng procedures based on client's needs. • Collaborated with Team Leaders and opera ons to report and present team's performance. • Monitor team's metrics and performance. Create ac on plans that would help the team drive and maintain team/individual performance. Product Training Specialist Transcom Worldwide Phil. Inc. / Mandaluyong, City / Aug 2014 - Jan 2018 • Used learning management system (LMS) to administer course content, arranged schedules, and monitored a endance of students. • Encorporated progressive teaching methods to instruct a class of twnnety (20) students, which resulted in an improvement in standardized test scores by 90% over the course of two (2) months. • Provided high-quality training to employees using learning methodologies to promote and explain company's goals, mission, and values. • With fellow educators held sessions to collaborate and share informa on with the objec ve of Improving student success. • Cooperated with project leaders and stakeholders to determine objec ves and make decisions on what needs to be done to accomplish those goals. • Created lesson plans that combined discipline with other measures to increase students ability to concentrate and par cipate in cllass, and which made students accountable for their own progress. • Assembled informa on and produced documents and reports and sent copies to appropriate par es. Customer Service Representa ve Teleperformance Inc. / Or gas Pasig, City / Jul 2013 - Feb 2014 • Daily answered 60-80 inbound calls and eﬃciently directed caller to correct individual or department. • Communicated and answered Billing, Level 1 Troubleshoo ng and Sales ques ons from approximately 60-80 customers each day. • Enhanced service delivery by recommending changes to procedures and products in response to customer feedback. • Communicated eﬀec vely to appease angry customers by sugges ng the best ways to resolve service and billing issues. • Facilitated services by gree ng customers, determining their orders, and accurately submi ng those orders into the appropriate electronic system. • Communicated with customers to explain billing procedures and arranged for payment op ons, processed all payments accurately. • Inves gated all op ons to remedy customer issues and oﬀered replacement items before oﬀering refunds in order to maintain revenue. Retail Sales Associate Marzooq Al Shamlan & Sons / Doha, Qatar / Feb 2011 - Jun 2012 • Explained company's current promo ons and store policies, answered ques ons and resolved customer complaints. • Arranged displays of merchandise to feature new styles and a ract customers and increase sales. • Packaged and wrapped customer purchases appropriate to size. • Processed transac ons by scanning tags for pricing, applying discounts, collec ng payment and providing accurate receipts. • Kept cash register organized and balanced by coun ng cash, making correct change, and storing coupons accurately. • Resolved conﬂicts calmly using excep onal problem-solving and interpersonal skills. • Instructed staﬀ to be vigilent of their working environment and to be more aware of details of customers and possible concerns regarding losses due to the and/or damage of store inventory. Retail Sales Associate Wizer Industries Inc. / Or gas Pasig, City / May 2007 - Feb 2011 ▪ Explained company's current promo ons and store policies, answered ques ons, and resolved customer complaints. ▪ Arranged merchandise displays to feature new styles, a ract customers, and increase sales. ▪ Packaged and wrapped customer purchases appropriate to size. ▪ Kept cash register organized and balanced by coun ng cash, making correct change, and storing coupons accurately. ▪ Resolved conﬂicts calmly using excep onal problem-solving and interpersonal skills. ▪ Instructed staﬀ to be vigilent of their working environment and to be more aware of details of customers and possible concerns regarding losses due to the and/or damage of store inventory. Counter Clerk Major Shopping Management Corpora on / Mandaluyong, City / May 2006 - Oct 2006 ▪ Handled customer store and product complaints in an eﬀec ve and sa sfactory way. ▪ Recognized and took advantage of opportuni es to improve customer sa sfac on to create repeat business. ▪ Ensured all clearance items had price tags showing the reduced price. ▪ Conducted mee ngs with supervisors with the intent of resolving customer concerns, inhouse issues and inventory needs. Counter Server Jollibee Foods Corp. / Mandaluyong, City / Jul 2005 - Jan 2006 ▪ Used company computer system to accurately record customer orders. ▪ Increased customer reten on and loyalty by eﬃciently resolving customer complaints. ▪ Cleaned and sani zed surfaces and equipment completely to protect staﬀ and customers from bacteria and viruses. E D U C AT I O N University of the East / Recto, Manila / 2002 Angono Na onal High School / Angono, Rizal / 2002 Angono Elementary School / Angono, Rizal / 1998