Mariza Vergara

MARIZA C. VERGARA Antipolo City, Rizal Philippines l - l- PROFESSIONAL SUMMARY Customer-focused Resolution Specialist with over 3 years of experience in multi-channel support environments, including Amazon and Concentrix. Demonstrated ability to manage escalations, improve customer satisfaction, and resolve complex issues efficiently. Adept in CRM systems, technical troubleshooting, and fostering positive client relationships. WORK EXPERIENCE Amazon Operation Services Philippines Inc. — Pasay City, PH​ Resolution Specialist Sep 2024 – May 2025 ●​ ●​ ●​ ●​ Delivered support via phone, chat, and email for 60+ customers daily. Achieved a 95%+ CSAT rating while resolving escalations. Reduced repeat customer contact by 30% through process refinement. Analyzed case data to optimize service workflows. Customer Service Representative (Retail) Oct 2023 – Aug 2024 ●​ Processed refunds accurately and communicated timelines clearly. ●​ Provided personalized support to increase customer retention. ●​ Strengthened account security and privacy through proactive adjustments. Freelance eCommerce Support (Part-Time) — Remote​ Client Support Specialist May 2024 – May 2025 ●​ ●​ ●​ ●​ Provided customer service and admin support for a Shopify-based apparel brand. Handled email and chat inquiries regarding orders, returns, and product details. Managed and updated product listings and inventory using Shopify CMS. Coordinated with suppliers and shipping partners to resolve fulfillment issues. Concentrix CVG Philippines Inc. — Pasay City, PH​ Customer Service Representative (Technical Support) Mar 2023 – Oct 2023 ●​ Resolved billing/product issues and improved average handling time by 15%. ●​ Provided clear, empathetic technical guidance to reduce ticket reopen rate. ●​ Boosted CSAT through user-focused resolutions and real-time product insights. International Progress Inc. — Quezon City, PH​ Administrative Assistant with Customer Service Duties Nov 2021 – Mar 2023 ●​ Scheduled and coordinated executive-level meetings and maintained digital records. ●​ Responded to client inquiries and ensured timely resolution. ●​ Maintained organized filing systems and supported team communications. EDUCATION National University — Sampaloc, Manila, PH​ Bachelor of Science in Civil Engineering (4th Year Undergraduate),- CERTIFICATIONS ●​ CS-CNS Red Phone Escalation Certification — Amazon ●​ Escalation Lead Program — Soft Skills and Behavioral Training ●​ Acting/Assistant Resolution Specialist Recognition — Amazon WORK EXPERIENCE Customer Experience | Escalation & Conflict Resolution | Technical Support | Data Analytics | Process Optimization | Empathetic Communication| CX Strategy | Workflow Automation | Multichannel Support (Chat, Email, Voice) TECHNICAL SKILLS CRM Platforms: Freshdesk, Zendesk, Gorgias​ Productivity Tools: Google Workspace, Microsoft Office​ Creatives: Adobe Photoshop, Canva, CapCut​ AI Tools: ChatGPT, Google Gemini CHARACTER REFERENCE: Alyssa Alegere : CSR ( Microsourcing) -