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Therese Frances Ybanez

Customer Service Representative

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Intro
Mandaluyong City, Philippines
Studied Hospitality Industry at Our Lady of Fatima University
Joined April 3, 2025

Skills

Languages

English
-
Fluent
About
I am an experienced Customer Service and Client Relations with a strong background in handling inquiries, resolving concerns, and ensuring a seamless customer experience. I excel in providing prompt and effective solutions through phone, email and chat support while maintaining high level of professionalism. My expertise lies in troubleshooting issues, and documenting processes to enhance service efficiency. With experience in customer loyalty and retention focusing on building strong relationships, addressing dissatisfaction, and turning challenges into opportunities for improved engagement.
Experience
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TELUS INTERNATIONAL PHILIPPINES
Mar 2024 – Mar 2025
Taguig City, Philippines
Help Desk Representative
Technical Support- Troubleshoot hardware/software issues, reset passwords, install/update software, resolve connectivity problems. Customer Service- Respond to support requests, provide guidance, escalate issues, follow up with users. System Administration- Manage user accounts, track IT assets, assist with updates, monitor system issues. | Documentation & Reporting- Log tickets, create user guides, generate support reports. Training & Improvement- Educate users, suggest process improvements, learn new technologies.
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TELUS INTERNATIONAL PHILIPPINES
May 2023 – Mar 2024
Taguig City, Philippines
Customer Loyalty Specialist
Customer Engagement- Build relationships, handle inquiries, provide personalized service. Retention Strategies- Offer incentives, resolve complaints, prevent customer churn. Sales & Upselling- Promote loyalty programs, upsell/cross-sell products, recommend solutions. Issue Resolution- Address concerns, process refunds/exchanges, escalate complex cases. Feedback & Improvementa- Gather customer feedback, analyze trends, suggest service enhancements. Reporting & Documentation- Maintain records, track retention metrics, generate performance reports.
Education
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Our Lady of Fatima University
Jun 2018 – Jul 2022
Bachelor of Science Major in International Tourism Management, Hospitality Industry
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