Maria Cristina Galvez

Maria Cristina Monterola Galvez 📍 General Trias, Cavite, Philippines 📞 - 📧- Professional Summary Highly dedicated and customer-focused professional with over 8 years of experience in the Business Process Outsourcing (BPO) industry, specializing in technical support, customer service, and dispute resolution. Proven ability to communicate effectively, handle high-pressure situations, and resolve customer concerns efficiently. Experienced in handling both voice and non-voice accounts, including email support, payment processing, fraud resolution, and appointment setting. Demonstrates strong attention to detail, organizational skills, and a commitment to delivering excellent customer service. Professional Experience Freelance Technical Support Specialist Remote | July 7, 2021 – December 15, 2023 • Handled inbound and outbound customer calls across various technical and billing platforms. • Responded to customer inquiries via email, resolving concerns within agreed SLA. • Assisted customers in processing online payments securely. • Resolved technical issues, login problems, and software-related concerns. • Delivered excellent customer service by providing clear communication and empathetic responses. • Maintained accurate documentation of customer interactions in CRM tools. Appointment Setter – Exclusive Calls Telemarketing Inc. Laguna, Philippines | March 29, 2021 – July 12, 2021 • Conducted outbound calls to potential business clients across the U.S. • Promoted business insurance plans and services to qualified leads. • Scheduled appointments for licensed brokers and ensured lead follow-ups. • Maintained professionalism in high-volume call environments. • Logged detailed call notes and updated client databases regularly. Process Associate – Dispute Resolution Department SLK Global Philippines, Inc. Alabang, Muntinlupa | December 8, 2018 – March 5, 2021 • Managed disputes related to fraudulent and non-fraudulent financial transactions. • Filed and tracked investigation cases for clients disputing credit/debit card charges. • Coordinated with internal departments and financial institutions to resolve cases. • Ensured timely communication with clients regarding the status of their disputes. • Maintained a high accuracy rate in data entry and case reporting. Customer Service Representative – Credit Card Department Capital One Philippine Support Services Corp. Alabang, Muntinlupa | February 26, 2018 – July 20, 2018 • Responded to customer inquiries regarding credit card accounts, balances, and payment history. • Provided support for card activation, replacement, and dispute processes. • Demonstrated empathy and problem-solving skills during escalated calls. • Achieved monthly quality assurance goals and customer satisfaction scores. • Handled sensitive customer data in compliance with data privacy policies. Customer Service Representative – PayPal.com Account Genpact Services LLC Alabang, Muntinlupa | November 25, 2015 – February 10, 2018 • Provided inbound support for PayPal users regarding account access, payments, and security. • Resolved issues such as unauthorized transactions, refunds, chargebacks, and verification. • Ensured compliance with global financial regulations and PayPal policies. • Assisted users with linking bank accounts, updating billing information, and dispute resolution. • Delivered customer service that consistently exceeded performance metrics. Technical Support Representative – Apple.com Concentrix Services Corporation Ortigas, Pasig | June 19, 2015 – August 19, 2015 • Assisted Apple customers with hardware and software troubleshooting via inbound/outbound calls. • Provided step-by-step guidance for iOS/macOS issues, iCloud, and Apple ID concerns. • Built rapport with users to enhance trust in the Apple brand. • Documented interactions accurately in internal systems. • Demonstrated high product knowledge and adaptability to new technology updates. Education & Training Call Center Finishing Course (NCII) Right Technicom Training Center | Alabang, Muntinlupa | May 11 – May 28, 2015 • Specialized in communication skills, handling difficult customers, and call flow mastery. • Gained foundational knowledge in sales and customer support. Manila National High School Intramuros, Manila | SY 2010 – 2015 High School Diploma Saint Mark’s Institute Las Piñas City | SY 2004 – 2010 Elementary Education Core Skills • Inbound & Outbound Call Handling • Email & Chat Support • Technical Troubleshooting • Dispute Resolution & Fraud Investigation • Appointment Setting & Telemarketing • CRM & Ticketing Tools (Zendesk, Salesforce, Freshdesk, etc.) • Payment Processing & Account Verification • Conflict Resolution & Empathy • Multitasking in High-Volume Environments • Fluent in English & Tagalog Character References Rommel Gatchalian Team Leader – SLK Global Philippines 📞 - Joan Velasco Team Leader – Genpact Philippines 📞 - Kathleen Dianne Evangelista Sr. Operations Representative – Capital One 📞 -