Ivy May Castro
Bangkok,10
Summary
With over six years of customer service experience, I bring extensive knowledge in delivering exceptional support, resolving conflicts, and communicating effectively. My calm and composed demeanor allows me to handle challenging customer situations with ease. I am highly responsive, resilient, and always ready to collaborate with my team and adapt to various situations. My resourceful mindset enables me to find innovative solutions to meet diverse customer needs.
Overview
10
10
years of professional experience
Work History
International Customer Care Consultant
AWP Services (Thailand) Co., Ltd.
Bangkok
06.2023 - 08.2024
- Participate in performance reviews, coaching, and training sessions.
- Delivered outstanding support during peak periods, adeptly handling increased call volume without compromising service quality.
- Collaborated with cross-functional teams to identify areas for improvement in customer service processes.
- Managed high-pressure situations calmly and professionally, maintaining strong rapport with clients during difficult interactions.
- Resolved complex customer issues, ensuring a positive and efficient experience.
Team Manager Customer Experience
ALORICA PHILIPPINES, INC
Cebu City
11.2020 - 07.2023
- Manages 12 SMEs and 15-20 customer service reps, overseeing support and performance for an online home TV shopping
- Supervises ADHOC tasks and performs Duty Manager and acting Team Manager
- Facilitates daily meetings, provides weekly coaching, and conducts call evaluations for performance
- Handles staffing, account targets, and technical support tasks, including client tools setup and issue resolution.
- Led employee relations through effective communication, coaching, training, and development.
Technical Support
ALORICA PHILIPPINES, INC
Cebu City
07.2018 - 11.2020
- Listen to and understand customer issues, providing step-by-step technical support.
- Install, configure, and troubleshoot computer systems, servers, and
- Document and track issues using a ticketing system for quick
- Explain technical details in simple terms and educate customers on product
- Guide and direct less experienced tech support staff, and stay updated on technology
- Follow up with customers to ensure complete issue resolution.
Junior Sales Representative
EMIRATES TELECOMMUNICATION CORPORATION (ETISALAT)
Dubai
07.2015 - 11.2017
- Process internet services, landline migrations, and web hosting activations.
- Arrange payment agreements for debts and process Internet and TV package orders.
- Generate work orders for technicians for internet installations.
- Support alternative communications providers with technical adjustments and network use.
- Emphasized product specifications to meet customer needs.
Quality Verifier
OPEN-LOOK BUSINESS SOLUTIONS
Cebu City
03.2014 - 03.2015
- Improved verification accuracy by implementing thorough quality control processes and procedures.
- Monitor calls and provide coaching and feedback to enhance agent and team performance.
- Participate in weekly client calls to review team quality performance and propose improvement solutions.
- Support operational teams in quality initiatives and overall performance enhancement.
Education
Bachelor Science - Nursing
Misamis University
01-2011
Western Mindanao Academy
01-2006
Skills
- Quality Assurance Controls
- Sales expertise
- Complaint resolution
- Technical Support
References
- Kantika Suriyarungsri, Team Leader, +66917688836, AWP Services (Thailand) Co.,Ltd.
- Nomer Arce, Claims Assessor +66634124021, AWP Services (Thailand) Co.,Ltd.
- Mahmoud Hani Farag Salem, Duty Manager, +971505550885, Etisalat, Dubai UAE
TRAININGS COMPLETED
- English Communication Skills Training
- Customer Care Training
- Coaching: TM Onboarding Coaching Skills
- Foundations 1: Leadership Development (Coaching, Problem Solving, Communication)
- Foundations 2: BPO 101, Strategic Leadership, Personal Accountability
- Foundations 3: Human Element of Management (Success as people managers)
- Foundations 4: Professionalism, Communication Methods, and Remote Management
- Foundations 5: Behavioral Leadership
Timeline
International Customer Care Consultant
AWP Services (Thailand) Co., Ltd.
06.2023 - 08.2024
Team Manager Customer Experience
ALORICA PHILIPPINES, INC
11.2020 - 07.2023
Technical Support
ALORICA PHILIPPINES, INC
07.2018 - 11.2020
Junior Sales Representative
EMIRATES TELECOMMUNICATION CORPORATION (ETISALAT)
07.2015 - 11.2017
Quality Verifier
OPEN-LOOK BUSINESS SOLUTIONS
03.2014 - 03.2015
Bachelor Science - Nursing
Misamis University
Western Mindanao Academy
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