GERLIE L. APONDAR
Summary
Secure a position that will enable me to use my strong communication organizational skills and customer service background. I have 4 years of experience in inbound calls and outbound calls assisting customers with their orders, and providing customers an excellent service by ensuring all customers are satisfied. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
5
5
years of professional experience
Work History
Customer Service Associate
TripAdvisor/Viator
04.2023 - 06.2024
- Taking calls and providing details and inclusion policies of specific tours that result in sales
- Cross-selling and up-selling to customers’ itineraries and bookings.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Managed high call volume with exceptional time management skills, minimizing wait times for customers.
Customer Representative
Amazon-Payment Account
10.2021 - 06.2022
- Answering calls about the concern of the customer where’s stuff
- Processed replacement and refund
- Communicate to customers about offerings including policies terms and conditions policies
- Answered calls to customer questions on time.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues with professionalism.
- Implemented feedback from regular evaluations to improve personal performance and contribute positively to the team's collective growth.
Customer Representative
Sutherland Global Services Philippines, Inc
09.2019 - 02.2021
- Taking calls, handling where’s my stuff
- Processed replacement and refunds
- And educating customers about the delivery date.
- Maintained a courteous, friendly atmosphere for guests to increase overall satisfaction and customer service standards.
- Managed difficult customer interactions calmly and effectively, reducing escalation levels and maintaining the company reputation.
Education
Bachelor of Secondary Education - English
University of Nueva Caceres
PHILIPPINES03.2018
High School Diploma -
MILAOR NATIONAL HIGH SCHOOL
PHILIPPINES04.2003
Skills
- Communication skills
- Customer Service Skills
- Hardworking
- Able to understand the concern of the customer and provide a resolution promptly that results in customer satisfaction
- Applied or building rapport with customers by making sure that they are satisfied and happy with the services that were given and able to maintain the satisfaction level of the customers
- Actively listened to the customer’s concerns and transactions
- Empathizing customers’ situations to help them guide and motivate
- Amidst time pressure and the deadline of the project, I was able to pass it on time
- Able to work in a fast-paced environment
- Develop a plan and strategies to help and inspire workmates so that we can achieve our goal
Accomplishments
- Achieved "Sales Monster'' being one of the top sellers in a month with accuracy and efficiency.
Training
- Student Teaching, 12/2018-02/2018
- Customer Services/Amazon, 09/2019
Timeline
Customer Service Associate
TripAdvisor/Viator
04.2023 - 06.2024
Customer Representative
Amazon-Payment Account
10.2021 - 06.2022
Customer Representative
Sutherland Global Services Philippines, Inc
09.2019 - 02.2021
Bachelor of Secondary Education - English
University of Nueva Caceres
High School Diploma -
MILAOR NATIONAL HIGH SCHOOL
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