Mary Grace G. Sabio
Cavite, Philippines | - |-| linkedin.com/in/mary-grace-sabio-
PROFESSIONAL SUMMARY
Dedicated Customer Support Specialist with over 15 years of experience assisting U.S.-based clients in the banking, telecom, IT,
and SaaS industries. Expertise in live chat and email support, handling billing inquiries, technical troubleshooting, and user
experience improvements. Collaborate with cross-functional teams, and enhance customer satisfaction through proactive
problem-solving. Known for a calm, problem-solving approach, clear communication, and a proactive mindset in improving
support processes. Thrives in fast-paced environments and is highly adaptable to new systems and tools.
WORK EXPERIENCES
Feb 2018 – Feb 2025 | Senior Process Executive | Cognizant Technology Solutions Phils Inc | Taguig City
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Provided real-time chat and email support for a global platform, resolving technical issues and billing concerns.
Handled multiple concurrent chat interactions, ensuring a seamless customer experience.
Diagnosed product issues, tested different scenarios, and escalated reports to improve troubleshooting processes.
Maintained high customer satisfaction (CSAT) and quality assurance (QA) scores through clear communication and
efficient problem resolution.
Mar 2009 – Jun 2016 | Customer Service Officer | Citigroup | Taguig City, Philippines
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Assisted banking clients over the phone, addressing account inquiries, processing payments, and resolving transaction
issues.
Managed loyalty rewards programs, assisting with redemptions and account updates.
Ensured compliance with financial regulations while delivering top-tier customer service.
Jun 2005 – Sep 2008 | Customer Service Representative | Sykes Asia, Inc. | Makati City
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Handled billing inquiries, service activations, and technical troubleshooting for a primary telecom provider.
Delivered clear, professional communication to ensure customer understanding and satisfaction.
Jan 2004 – Jun 2005 | Customer Service Representative | TeleTech | Pasay City
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Managed number portability requests, service outages, and technician dispatching.
1999 – 2004 | Clerk 3 | Philhealth | Pasig City
● Organized and maintained legal records while ensuring confidentiality.
● Processed and notarized official legal documents, and transcribed hearing records.
SKILLS
Customer Service & Communication: Phone, Chat, and Email Support / Conflict Resolution & Escalation / Billing, Payments &
Account Assistance / Customer Experience & Relationship Management
Technical & Administrative Skills: Microsoft Office Suite (Word, Excel, PowerPoint) / VoIP & Call Handling (Skype, Zoom, Google
Meet) / Google Workspace (Docs, Sheets, Drive, Gmail, Calendar) / Data Entry & File Organization
Other Skills: Fluent in English & Filipino / Strong Problem-Solving & Adaptability / Time Management & Multi-Tasking
EDUCATION
2002
International Academy of Management and Economics
Bachelor of Science in Business Administration (major in Management) | Graduated
AWARDS and CERTIFICATES
2025
VA Training Philippines | Virtual Assistance and Social Media Training Certificate
REFERENCES
References are available upon request.
