May Hazel Dominiqu Alegada

MAY HAZEL DOMINIQUE C. ALEGADA​ Bacolod City, Philippines​-​- PROFESSIONAL SUMMARY Customer Support Representative with over nine years of experience in the BPO industry handling high-volume phone, email, and chat support. Known for strong communication skills, problem-solving ability, and delivering excellent customer experiences. Experienced in CRM tools including Salesforce and Zoho, order management, and resolving customer concerns efficiently in fast-paced environments. CORE SKILLS ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ Inbound & outbound call handling Email and chat support Customer issue resolution & de-escalation Order tracking & fulfillment support CRM management (Salesforce, Zoho CRM & proprietary systems) Data entry & documentation Active listening & empathy Multitasking in fast-paced environments PROFESSIONAL EXPERIENCE Customer Service Representative | 9 Years Experience ●​ Delivered high-volume customer support via phone, email, and chat in fast-paced environments ●​ Utilized CRM tools including Salesforce, Zoho CRM, and proprietary systems to manage customer interactions, track cases, and maintain accurate records ●​ Assisted customers with inquiries, billing concerns, order tracking, account management, and product/service information ●​ Resolved customer complaints efficiently while maintaining a positive experience and high satisfaction ●​ Processed orders, modifications, cancellations, and follow-ups in a timely manner ●​ Escalated complex issues to appropriate teams and collaborated for quick resolution ●​ Consistently met and exceeded KPIs including quality, response time, and customer satisfaction (CSAT) ●​ Maintained detailed documentation of all customer interactions and resolutions TOOLS & TECHNOLOGY ●​ ●​ ●​ ●​ ●​ ●​ Salesforce CRM Zoho CRM Proprietary / In-house CRM systems Microsoft 365 (Outlook, Excel, Word, Teams) Google Workspace (Gmail, Docs, Sheets, Calendar) Chat and email support platforms KEY STRENGTHS ●​ ●​ ●​ ●​ Strong verbal and written English communication Patient, empathetic, and customer-focused Reliable and adaptable remote worker Quick learner with strong attention to detail AVAILABILITY Open to full-time, long-term Customer Service or Customer Support roles