MARIA CARIDAD DELOS REYES
Altona,VIC
Summary
Dynamic professional with a strong background in customer service. With a friendly, positive attitude, and exceptional teamwork skills. Proven ability to multitask and solve problems effectively, while maintaining attention to detail. Committed to continuous improvement and fostering a collaborative work environment.
Overview
31
31
years of professional experience
Work History
Customer Service Associate
EXL Services
, Philippines
10.2023 - Current
- Responsible for providing timely, accurate, and professional support to customers by phone or email.
- Resolve product/service issues by clarifying concerns, researching solutions, and providing clear next steps.
- Escalate complex issues to supervisors or specialized teams and follow up to ensure resolution.
- Meet performance goals such as response time, resolution time, customer satisfaction, and quality standards.
- Identify recurring issues and share customer feedback to improve processes and customer experience.
- Maintain knowledge of company products and procedures.
Lead - Information Analyst
Brand Protection Agency
09.2021 - 06.2023
- Make sure that crawls are scheduled and monitored daily, and that processors are assigned to their duties every day.
- Make sure that clients' deadlines are met and are emailed accordingly.
- Coordinate with the different channels in Slack (IT, processors, Ubers, Leads, Account Managers, etc.) to ensure that everything is running smoothly and questions/inquiries from processors are answered correctly and promptly.
Information Analyst
Brand Protection Agency
08.2012 - 09.2021
- The position entails analyzing and logging product pricing in their system and logging the URLs for product pages.
- Data Processing. Analyze and process data crawled, accurately and in a timely manner.
Traffic Officer
Kuwait Airways
, Kuwait
07.1999 - 04.2006
- Handled overall operations at the airport transit/departure area including checking-in and boarding of transit and joining passengers.
- Document check for US and European flights, sending and receiving of telexes from different outstations to ensure smooth operations at the airport.
Reservations/Ticketing Officer
Kuwait Airways
, Manila
02.1996 - 07.1999
- Handled reservations and ticketing for travel agents and passengers, Prepaid Ticket Advice (PTAs), and assisted RTO supervisor in flight checking and sending of manifests on flight days.
Accounting Assistant
Kuwait Airways
, Manila
07.1995 - 01.1996
- Handled general bookkeeping and assisted in the overall operations of the department.
Education
Bachelor of Science - Tourism
UNIVERSITY OF THE PHILIPPINES
MANILA, PHILIPPINES04-1995
High School Diploma -
MANILA SCIENCE HIGH SCHOOL
MANILA, PHILIPPINES01.1985
Skills
- Friendly, positive attitude
- Self-motivated, with a strong sense of personal responsibility
- Proven ability to learn quickly and adapt to new situations
- Strong attention to detail
- Dependable and responsible
- Works well in a team setting, providing support and guidance
- Ability to multitask and work in a fast-paced environment
- MS Office proficient
- Ability to provide administrative support
- Excellent communication skills, both verbal and written
Hobbies and Interests
- Swimming
- Traveling
- Reading books
- Baking
- Cooking
- Loves dogs
Timeline
Customer Service Associate
EXL Services
10.2023 - Current
Lead - Information Analyst
Brand Protection Agency
09.2021 - 06.2023
Information Analyst
Brand Protection Agency
08.2012 - 09.2021
Traffic Officer
Kuwait Airways
07.1999 - 04.2006
Reservations/Ticketing Officer
Kuwait Airways
02.1996 - 07.1999
Accounting Assistant
Kuwait Airways
07.1995 - 01.1996
Bachelor of Science - Tourism
UNIVERSITY OF THE PHILIPPINES
High School Diploma -
MANILA SCIENCE HIGH SCHOOL