Trisha Dilayon

Trisha Dilayon Quezon City -| - Dedicated and detail-oriented Customer Service Representative & Executive Virtual Assistant with over 2 years of experience in the BPO industry. Adept at handling various lines of business, including sales, healthcare, and escalations. Proven ability to deliver highquality customer support, resolve complex issues efficiently, and maintain high customer satisfaction scores. Skilled in communication, problem-solving, and time management. A fast learner committed to delivering results with professionalism and efficiency. jbbjbbjnhh Work Experience Nearsol – Ortigas City - Escalation Representative | June 2024 – May 2025 Managed high-level escalations, including cases involving personal injury and property damage caused by company products, ensuring proper resolution and customer satisfaction by gathering all necessary documentation such as incident reports, medical records, and proof of damage. Acting as a liaison between customers, internal departments, and third-party claims adjusters, I facilitated a smooth and timely resolution process while maintaining professionalism and empathy. Handling urgent cases required providing reassurance and clear communication under strict company policies. Additionally, I utilized multiple tools and databases to document cases accurately and track progress effectively. Key Achievements: ➢ Successfully managed and resolved numerous complex claims, reducing case resolution time and enhancing customer satisfaction. ➢ Recognized for high accuracy in documentation, minimizing errors and ensuring compliance with company and legal standards. ➢ Developed strong problem-solving skills, handling unique and challenging customer situations while maintaining efficiency under pressure. ➢ Consistently met or exceeded performance metrics, including resolution time, customer satisfaction scores, and compliance adherence Teleperformance –Quezon City - Customer Service Representative | Feb 2023 – May 2024 Sales Representative (Outbound Calls & Lead Generation): Generated high-quality leads and closed sales by utilizing effective negotiation and objectionhandling techniques and maintained a strong pipeline of prospects, ensuring follow-ups and conversions. Healthcare Member Services Representative: Assisted members with insurance benefits, claims inquiries, and appointment scheduling and provided accurate and up-to-date information while navigating multiple systems in real time. Key Achievements: ➢ Recognized for maintaining high customer satisfaction scores and consistently meeting performance metrics. ➢ Developed multitasking abilities, handling multiple tools and software simultaneously during live interactions. ➢ Demonstrated strong problem-solving and communication skills, ensuring efficient and seamless support. Education ABE International College of Business and Accountancy – Quezon City Senior High School Diploma (ABM: Accountancy, Business, and Management) | June 2017 – April 2019 Skills and Competencies • • • • • • • • • Customer Service & Relationship Management Sales & Lead Generation Escalations & Claims Management Problem-Solving & Critical Thinking Time Management & Multitasking Strong Written & Verbal Communication Data Entry & Documentation Accuracy Conflict Resolution & Negotiation CRM & Ticketing Tools (GCIC, REVO, FCCM) Additional Information Open to opportunities in customer service, executive virtual assistance, and administrative support.