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Clarice Becas

Customer Service Representative

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Intro
Laguna, Philippines
BPO Team Leader at TTEC
Consumer Services
Joined April 1, 2025

Skills

Languages

English
-
Fluent
About
A detail-oriented customer service professional with 8 experience providing exceptional support and ensuring tasks is completed on time and with extreme confidentiality. Strive in fast-paced, virtual environments following established procedures and practices to exceed all client expectations. Organized leader looking for a remote position as a virtual assistant.
Experience
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TTEC
Nov 2020 – Present
Philippines
BPO Team Leader
• Managed a team of 15-20 representatives and provided coaching and feedback along with performance reviews. • Daily task included tracking attendance, schedule adherence, phone metrics and quality scores. • Conducted weekly and impromptu team meetings addressing new policies, procedures, and allowed agents to voice concerns and ideas. • Ensured the team achieves goals consistently thorough Call Quality mentoring, coaching sessions, Productivity, Adherence and Attendance. • Prepare and submit required reports to the Operations Manager (Performance, Agent KPI, scorecards, and case analysis).
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TTEC
Jul 2018 – Oct 2020
Philippines
CSR
• Processed payments refund and record important customer data, update customer information, de-escalate calls via active listening to identify needs and provide timely solutions. • Achieved an average of 90% score from Customer satisfaction Surveys monthly
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Convergys
Feb 2017 – Apr 2018
Philippines
CSR
• Assisting with billing issues, clarifying charges, and handling disputes. Helping customers understand their statements and payment options • Troubleshooting service issues such as connectivity problems, device setup, and network performance.
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Megaworld Global Estates
Jul 2015 – Dec 2016
Sales Support Associate
• Supported two departments by completing monthly real estate sales report and client contracts. • Performed data entry into automated programs to track contracts, applications, filings to ensure compliance with paperless system. Ensure the proper filing of document in case of audit.
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