LIZA CASTRO
Website:
https://portfolio-lizacastro.my.canva.site/dag41rpouww
SUMMARY
Customer Service Representative with 9+ years of experience in BPO and remote support. Proven ability to
handle high-volume inquiries via phone and email while consistently exceeding KPIs in productivity, quality, and
customer satisfaction. Skilled in CRM tools, team support, and process improvements.
WORK EXPERIENCE
Customer Service Representative (SME)
Office Partners 360, Inc. (formerly Contact Solutions) | Remote & On-site | Jul 2019 – October
2025
• Achieved 100% in productivity, quality, and SLA compliance.
• Supported new team members via Slack, improving team efficiency.
• Contributed to the enhancement of Standard Operating Procedures (SOPs).
Customer Service Representative
Sykes Asia, Inc. | Cebu | May 2017 – Mar 2019
• Served as the first point of contact for customer inquiries.
• Consistently met call handling time and call quality targets.
• Utilized CRM tools to track customer interactions.
• Coordinated with cross-functional teams for issue resolution.
• Achieved monthly customer satisfaction targets.
Customer Service Representative
Techmahindra vCustomer | Cebu | Sept 2015 – Jan 2017
• Delivered frontline customer support via phone
• Met and exceeded individual and team KPIs.
• Improved customer satisfaction performance ranking within the team.
• Accurately tracked interactions using CRM tools.
EDUCATION
Bachelor of Science in Information Systems
Asian College of Technology | Cebu City, Philippines | 2011 – 2015
SKILLS
KEY SKILLS
TOOLS
Salesforce
Jira
Google Workspace
ChatGPT
Canva
Slack
Ring Central
Zoom and Microsoft Teams
Shopify
Customer Service
Email Management
Calendar Management
SOP Enhancement
General Virtual Assistance
REFERENCES
Peter John Abella
Gayla Cecilia Pascubillo
Customer Service Representative
Office Partners 360 Inc.
Team Leader
Office Partners 360 Inc.
Charish Mayonado
Operations Manager
Office Partners 360 Inc.
