Maria Nita Calvo

Maria Nita A. Calvo Villa Trinitas Subdivision, Bugo, Cagayan De Oro City, 9000 --https://www.linkedin.com/in/maria-nita-calvo-387a92255/ OBJECTIVE Customer-focused Professional with experience in providing exceptional customer service and resolving inquiries efficiently. Adept at handling a high volume of calls, utilizing problem-solving skills, and maintaining a professional demeanor. Seeking to contribute to a dynamic team where my communication skills and dedication to customer satisfaction can drive service quality and customer loyalty. WORK EXPERIENCE Customer Service Representative Teleperformance, CDO November 2022 – May 2023 Responsibilities:  Inbound and Outbound Calls: Efficiently handle inbound calls from customers seeking assistance, and initiate outbound calls as necessary to follow up on inquiries or resolve issues promptly.  Customer Support: Provide courteous and professional support by actively listening to customer concerns, addressing inquiries about products/services, and ensuring timely resolution of issues to enhance customer satisfaction.  Technical Assistance: Offer basic technical support and troubleshooting guidance to customers experiencing product/service-related issues, ensuring clear explanations and effective solutions.  Data Management: Accurately input and update customer information, inquiries, and resolutions into the CRM system to maintain comprehensive and up-to-date records.  Complaint Resolution: Manage customer complaints with diplomacy and empathy, aiming to understand root causes and deliver effective solutions to achieve positive outcomes and retain customer loyalty.  Adherence to Standards: Follow call center scripts, procedures, and guidelines consistently to maintain service quality, uphold company policies, and ensure compliance with regulatory requirements.    Performance Metrics: Meet or exceed established key performance indicators (KPIs) such as average handling time (AHT), first call resolution (FCR), and customer satisfaction scores (CSAT) to contribute to team and organizational success. Continuous Learning: Actively participate in ongoing training sessions and skill development opportunities to expand product knowledge, refine customer service techniques, and stay current with industry trends. Team Collaboration: Collaborate effectively with colleagues, supervisors, and crossfunctional teams to resolve escalated issues, share best practices, and contribute to a positive and cohesive work environment. Cashier National Bookstore – Ayala, CDO July 2018 – August 2019 Responsibilities:  Operate cash register and handle cash transactions accurately and efficiently.  Greet customers and assist them with inquiries or purchases.  Scan items, ensure pricing is correct, and collect payments.  Issue receipts, refunds, credits, or change to customers.  Maintain clean and orderly checkout areas.  Resolve customer complaints, guide them to appropriate personnel if necessary.  Ensure compliance with company policies and procedures regarding transactions.  Balance cash drawer at the end of each shift and generate reports for management.  Participate in periodic inventory counts and stock replenishment activities. EDUCATIONAL HISTORY Bachelor of Science in Business Administration, major in Financial Management Tagoloan Community College June 2020 – 2025 Bachelor of Science in Information Technology PHINMA – Cagayan de Oro College June 2015 – 2017 Undergraduate CERTIFICATES Best Research Paper – SY:- Published Research Paper – Internationally