Olivette B. Chiong-|- | LinkedIn profile
OBJECTIVE
To secure a challenging and fulfilling role as a customer support specialist by leveraging eight years of experience in the
call center industry, as well as top-notch skills in oral and written communication, active listening, and analytical
problem-solving skills, as well as enhancing customer experiences by employing service-oriented behaviors,
understanding customer desires, and providing customized solutions to build loyalty, while continuously learning and
growing in the field.
SOFTWARE EXPERIENCE
Kustomer, Shopify, Looker, Github, Trustpilot, Medallia (formerly Stella Connect), Microsoft Office (Word, Excel,
Powerpoint), Google Workspace (Docs, Sheets, Slides, Classroom, Meet), Zoom, Trello
WORK EXPERIENCE
Customer Care Specialist - Thursday Boot Co. - Jperformance Agency, August 2023 - June 2024
● Assisted customers with footwear, accessory, and bag inquiries via email.
● Displayed strong product knowledge to recommend satisfactory resolutions to concerns related to product quality.
● Consistently met and exceeded performance targets and KPIs, including quality assurance, productivity, and
customer satisfaction, within the first 4 months of tenure.
Quality Assurance Lead - Mixbook - Awesome OS., January 2019 - May 2023
● Conducted comprehensive quality assessments of customer service interactions, including phone calls, emails,
and live chats, ensuring adherence to established standards according to client needs.
● Reviewed, calibrated, and validated evaluations done by quality analysts.
● Analayzed, organized and presented relevant data to clients for weekly, monthly, and quarterly business reviews.
Product Training Head - Mixbook - Awesome OS., November 2018 - May 2023
● Developed and implemented updated training programs for new hires.
● Identified workers with specific skillsets to recommend for regularization beyond the seasonal contract, thereby
increasing internal hiring rate by 40-50% annually.
● Analayzed, organized and presented relevant data to clients for weekly, monthly, and quarterly business reviews.
Customer Service Team Lead - Mixbook - Awesome OS., November 2017 - January 2019
● Coached team members on service techniques with due emphasis on achieving KPIs and holistic growth.
● Effectively handled customer escalations via phone, email, and live chat.
● Analayzed, organized and presented relevant data to clients for weekly, monthly, and quarterly business reviews.
Customer Service Representative - Mixbook - Awesome OS., February 2016 - November 2017
● Assisted customers with photo book inquiries, issues, and complaints via phone, email, and chat, ensuring a
positive and efficient resolution.
● Displayed strong product knowledge and leveraging this to achieve effective and timely issue resolution.
● Consistently met and exceeded performance targets and KPIs, including customer satisfaction and productivity
scores.
Customer Service Representative - IBEX Global Services., November 2015 - January 2016
● Responded to customer requests, offering excellent support on billing and sales concerns.
● Clarified customer issues and determined root cause of problems to resolve product or service complaints.
College Instructor - Jose Maria College., June - October 2015
● Facilitated courses in Asian, Western, and World Literature to over 50 students.
● Demonstrated strong interpersonal and communication skills, resulting in clear subject matter discussion with
students.
● Created a dynamic learning environment that valued instructor and student interaction.
College Instructor - Joji Ilagan College of Business and Tourism., May 2013 - March 2015
● Taught courses in Philippine Literature, College Psychology, Personality Development, and Public Relations, to
over 100 students per semester.
● Developed diversified course curriculum to meet regulatory standards and support learning objectives.
EDUCATION
Master of Arts in English - November 2017 - March 2018
Ateneo de Davao University - Davao City, Philippines
Bachelor of Arts in Literature - 2009 - 2013
University of Southeastern Philippines - Davao City, Philippines
● Passed Civil Service Exam
