Karla Quinalayo

With background in customer service and retail, I bring unique ■ [email protected] blend of communication and relationship-building skills to ■ 09279541062 connect with rural clients. My knack for understanding customer ■ Lubao, Philippines 2005 needs and providing tailored solutions ensures satisfaction and loyalty. I excel in managing time effectively and working independently, making me well-suited for engaging and supporting clients..

Lubao, Philippines
0
Language
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Skills
Work Experience
Customer Service Representative (Senior Advisor)
IQOR Clark Philippines
Nov 2009 — Dec 2013
  • Developed and implemented training programmes for junior associates, enhancing their skills and firm's talent pool
  • Trained junior associates in proper procedures, team policies and strategies for success
  • Assisted customers with product-related questions, feedback and complaints
  • Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction
Customer Service Representative
Teletech Philippines
Feb 2015 — May 2015
  • Assisted customers with product-related questions, feedback and complaints
Call Advisor & E-mail Support Representative
Express Gifts Philippines
Apr 2018 — Oct 2019
  • Understood and explained company's products, pricing and estimated order wait times to clients, employing upselling skills to sell additional products
  • Responded to customer queries via phone and email, enhancing remote customer service support
Call Advisor & E-mail Support Representative
Shore360 Philippines
Aug 2021 — Jun 2024
  • Coordinated with delivery teams to optimise route planning and improve delivery efficiency
  • Contributed to team meetings by suggesting improvements to sorting processes, enhancing productivity
  • Provided customer service by answering queries regarding parcel status and delivery times
  • Facilitated inter-departmental communication, acting as a key point of contact to streamline processes
  • Responded to customer queries via phone and email, enhancing remote customer service support
Customer Service Support
TCS Philippines
Jun 2024 — May 2026
  • Maximised customer satisfaction by resolving service issues promptly
  • Assisted customers with product-related questions, feedback and complaints
  • Followed scripts and processes to uphold brand standards
Skills
Outstanding customer serviceProfessional demeanourMultitasking efficiencyClient needs analysisCustomer Service Support Problem solverTCS Philippines Data entry accuracyBilling systemsEmail managementPositive dispositionAssisted customers with product-related questions, feedback and complaints.Microsoft Office, OutlookFamiliarity with crm softwareEmail administrationZendeskSalesforce
Education
Bachelor of Science, Computer Science
Don Honorio Ventura State Technological University
Jan 2009
Lubao Institute
01/2006
Lubao Central Elementary School
01/2002
Languages
English
C1 Advanced
HOBBIES AND INTERESTS
Movie
Mobil gaming
Road trips
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