Viralyn Buena-
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linkedin.com/in/viralyn-buena
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Call Center industry.
Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated
to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process
optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships,
cultivating partnerships and growing businesses.
I've been in the BPO industry for 6 years. I started with as a Customer Service Representative for a U.S based
financial account, under Expert Global Solutions. After a few months, I resigned due to the location and the travel
time from my house to the office. I was hired by Sutherland Global Services, assigned as a Consultant for a UK
based multinational e-commerce corporation. After a year and a half, I then decided to resign as the pay I'm
getting is not enough for me to raise my daughter.
I applied for a Live Chat Customer Service Representative with Amaysim Phillipines. After a year, I applied as a
Porting Officer and got promoted. I've been with them for 2 years and 5 months.
At the moment, I'm currently employed with Diversify Offshore Staffing Solutions for 8 months now as a Customer
Care Representative for an Australian online retail account for furnitures.
Experience
Customer Service Representative
Diversify Offshore Staffing Solutions
Jul 2019 - Present (1 year 8 months +)
As a Customer Care Consultant of Temple & Webster, we assist the customer with their pre-sale and
post-sale queries with the furniture's we sell online.
- Offered each customer top-notch, personal service and polite support to boost sales and customer
satisfaction.
- Assisted customers by answering questions and fulfilling requests.
- Helped customers complete purchases, locate items and join reward programs to promote loyalty,
satisfaction and sales numbers.
- Greeted customers, helped locate merchandise and suggested suitable options.
- Answered questions about store policies and concerns to support positive customer experiences.
- Refunded payments for returned items, processed exchanges and offered store credit to achieve
customer satisfaction.
After a year, I was transferred to another department which is a collaboration of the Operations and
Customer Care team wherein we proactively monitor the delivery of our customers orders.
- Worked with vendor representatives to resolve damaged shipments and item shortages, protecting
company interests and financial targets.
- Orchestrated efficient routing by producing accurate shipping documentation and package labels.
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- Scheduled pickups and deliveries to maintain smooth operations.
Customer Service Representative
DribbleUp
Apr 2020 - Feb 2021 (11 months)
As a Customer Service Representative with DribbleUp, we assist the customers with their pre-sale and
post-sale queries about our Smart Balls via email and live chat (Intercom).
- Responded to customer requests for products, services and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer
needs and resolving concerns.
- Educated customers on promotions to enhance sales.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging
personal expertise to find appropriate solutions.
Customer Service Representative
amaysim
Feb 2017 - Jul 2019 (2 years 6 months)
As a Customer Service Representative with Amaysim, we assist our customers via Live Chat to activate
their mobile numbers, add/change plans and escalate any Technical/Billing issues that they might
encounter.
- Provided online demonstrations to educate customers on product features and online help resources.
- Handled inbound customer chat conversations from the website.
- Worked closely with each customer to carefully resolve issues within timely fashion.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and
resolving problems swiftly.
After a year, I got promoted as a Porting officer where we work on the back-end for transferring the
customers mobile number to another service provider and vice versa.
- Liaise with other telecommunications provider (B2B), to complete mobile number portability.
- Fix any errors that the customer might encounter after the transfer of service has been completed.
- Update the customers' personal information before initiating the transfer to make sure it will go through
without any errors
Consultant
Sutherland
Jul 2015 - Feb 2017 (1 year 8 months)
As a Consultant for the Trust and Safety team of eBay UK, we make sure to keep the platform safe for
our sellers and buyers to make business with us. We assist our customers over the phone, and sends
an outbound email if needed for verification purposes.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Resolved problems, improved operations and provided exceptional service.
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Customer Service Representative
Expert Global Solutions (now Alorica)
Dec 2014 - Mar 2015 (4 months)
As a Customer Service Representative for Barclaycard US, we assist customers with credit card
queries such as balance inquiry, balance transfers and redeeming of points earned.
- Responded to customer requests for products, services and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided information to customers regarding charge accounts and loyalty program and helped to open
and activate new accounts.
Education
Far Eastern University
Bachelor of Science - BS, Psychology
Skills
Multitasking • Microsoft Excel • Live Chat • Salesforce • Zendesk • Customer Service • Customerfocused Service • Data Entry • Communication • Problem Solving
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