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  "basics": {
    "name": "Karla Quinalayo",
    "summary": "With background in customer service and retail, I bring unique ■ klokarla0@gmail.com\nblend of communication and relationship-building skills to ■ 09279541062\nconnect with rural clients. My knack for understanding customer ■ Lubao, Philippines 2005\nneeds and providing tailored solutions ensures satisfaction and\nloyalty. I excel in managing time effectively and working\nindependently, making me well-suited for engaging and\nsupporting clients..",
    "location": "Lubao, Philippines"
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      "company": "IQOR Clark Philippines",
      "position": "Customer Service Representative (Senior Advisor)",
      "startDate": "2009-11",
      "endDate": "2013-12",
      "highlights": [
        "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"
      ]
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    {
      "company": "Teletech Philippines",
      "position": "Customer Service Representative",
      "startDate": "2015-02",
      "endDate": "2015-05",
      "highlights": [
        "Assisted customers with product-related questions, feedback and complaints"
      ]
    },
    {
      "company": "Express Gifts Philippines",
      "position": "Call Advisor & E-mail Support Representative",
      "startDate": "2018-04",
      "endDate": "2019-10",
      "highlights": [
        "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"
      ]
    },
    {
      "company": "Shore360 Philippines",
      "position": "Call Advisor & E-mail Support Representative",
      "startDate": "2021-08",
      "endDate": "2024-06",
      "highlights": [
        "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"
      ]
    },
    {
      "company": "TCS Philippines",
      "position": "Customer Service Support",
      "startDate": "2024-06",
      "endDate": "2026-05",
      "highlights": [
        "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"
      ]
    }
  ],
  "education": [
    {
      "institution": "Don Honorio Ventura State Technological University",
      "degree": "Bachelor of Science",
      "field": "Computer Science",
      "startDate": "2009-01",
      "highlights": []
    },
    {
      "institution": "Lubao Institute",
      "degree": "",
      "startDate": "2006-01"
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      "institution": "Lubao Central Elementary School",
      "degree": "",
      "startDate": "2002-01"
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    "Customer Service Support Problem solver",
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