Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Certification
Languages
Timeline
Generic

Carmela Memorial

Nottingham

Summary

Currently working as a Support Worker, focused on improving client lives through high-quality support and patient instruction. Proficient in life, financial and social skills, helping clients integrate into community and live more robust lives. I was a dedicated Customer Service Representative with more than 8 years of customer service experience within dynamic, fast-paced call center environments. Excellent interpersonal skills aiding positive professional relationships for recurring business and guaranteed customer satisfaction. Loyal employee with solid understanding of training and mentoring employees. Dedicated team player, proactive and hands-on in task completion. Experienced Sales Assistant and Service Crew with retail background and experience in customer service, merchandising and stock management. Works hard to keep shop operating smoothly and customers satisfied.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Support Worker

MGB Care Services Ltd.
08.2024 - Current
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Helped clients manage and reach individual goals, supporting independent progression and social skills.
  • Enhanced the quality of care for clients by providing personalized support and assistance with daily living activities.
  • Transported clients to appointments, shopping venues and entertainment events according to determined schedule.
  • Safeguarded client well-being by monitoring health conditions, administering medications, and reporting any changes to appropriate medical professionals.
  • Documented client progress and communicated updates to care team, contributing to continuous improvement in service delivery.

Customer Service Representative

HCL Technologies
02.2020 - 05.2024
  • Handled a billing account for a US Healthcare company Apria Healthcare.
  • Handled billing level 2 escalation team, responsible for resolving disputes, process adjustments with bills and refunds.
  • Handled phone and email enquiries with consistent customer service across multiple channels.
  • Resolved customer issues with their bill effectively, using strong interpersonal skills and conflict resolution techniques.
  • Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
  • Assisted customers with varying questions using product knowledge and service expertise.
  • Maintained excellent client satisfaction by providing in-depth support.
  • Managed high-volume customer queries simultaneously through effective multitasking.



Customer Service Representative

Teleperformance
05.2016 - 02.2020
  • Handled a Credit Reporting Bureau account owned by a US company Transunion.
  • Processed credit reports and credit scores orders.
  • Answered customer inquiries promptly about their credit reports and scores.
  • Assisted customers with product complaints, logging issues for investigation and providing replacement items.
  • Recorded information about inquiries and complaints within internal database.
  • Maintained excellent client satisfaction by providing in-depth support.

Service Crew Member

Waffle Time Inc.
11.2013 - 04.2014
  • Prepared and served freshly baked waffles to high quality standards.
  • Collected payments, provided accurate change and printed receipts for customers.
  • Kept working area neat by cleaning and organising tools and equipment.
  • Monitored stocks and doing daily inventories.
  • Monitored and reported daily sales.


Sales Assistant

Candy Corner Philippines
03.2013 - 06.2013
  • Worked in a Candy Store.
  • Provided service with a smile, offering courteous, helpful advice to best meet customer needs.
  • Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
  • Listened to customer needs and preferences to provide targeted advice, increasing sales opportunities.
  • Monitored stocks and daily inventories.
  • Monitored and reported daily sales.
  • Kept the work area clean and tidy.


Education

Certificate of Higher Education -

Pasig City Institute of Science and Technologies

RESPSCI - Pasig city, Philippines

Skills

  • Customer Service
  • Customer relations
  • Problem-solving
  • Product knowledge
  • Complaint resolution
  • Professional demeanour
  • Basic computer knowledge
  • Active listening
  • Stock management
  • Order processing
  • Call centre experience
  • Flexible
  • Fast Learner
  • Daily living support
  • Housekeeping tasks
  • Emotional Support
  • Health and safety awareness
  • First-aid and CPR
  • Teamwork and Collaboration
  • Organizational Skills
  • Multitasking Abilities

Affiliations

  • Music, travels, cooking and films.

Accomplishments

    Best in Attendance - No tardiness, absenteeism and over breaks.

    Quality Champion - 100% quality score/ No mark downs.

    Top 5 Overall Performer- Included in the Top 5 agents with the highest score cards.

    Rank 1 - Received the highest score card in the team.

Certification

NCII for Food and Beverage Services


Languages

English
Fluent

Timeline

Support Worker

MGB Care Services Ltd.
08.2024 - Current

Customer Service Representative

HCL Technologies
02.2020 - 05.2024

Customer Service Representative

Teleperformance
05.2016 - 02.2020

Service Crew Member

Waffle Time Inc.
11.2013 - 04.2014

Sales Assistant

Candy Corner Philippines
03.2013 - 06.2013

RESPSCI - Pasig city, Philippines

Certificate of Higher Education -

Pasig City Institute of Science and Technologies

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Carmela Memorial