Maria Kathleen M.

Hi, I’m Kath, a customer service professional with over five years of experience in the BPO industry. I work with businesses that want reliable, high quality customer support that not only resolves issues but also builds trust, loyalty, and long term customer relationships. Over the years, I have supported customers across multiple channels including voice, email, and chat in fast paced environments where professionalism, empathy, and efficiency are essential. I handle customer concerns from start to finish, whether that means answering product and service inquiries, resolving complaints, processing refunds, or providing updates on orders and shipping. I treat every interaction as an opportunity to represent your brand positively and ensure customers feel heard, valued, and supported. I also have hands on experience in travel support, particularly with hotel reservations and booking assistance. This role required strong attention to detail, clear communication, and effective problem solving, especially when handling changes, cancellations, or urgent requests. In retail support, I have managed order placement, shipment tracking, refund processing, and complaint resolution while ensuring company policies are followed and customer satisfaction remains a priority. Beyond frontline customer service, I bring added value through my background in quality audit and quality analysis. I have reviewed customer interactions, evaluated agent performance against service standards, identified opportunities for improvement, and provided constructive, actionable feedback. This experience allows me to see the bigger picture, balancing customer expectations with business goals, compliance, and consistency. Services I offer: Customer service support through voice, email, and chat Travel support including hotel reservations and booking assistance Retail support such as order placement, shipping updates, refunds, and complaints Quality audit and quality analysis Best customer experience delivery Tools and systems: Google Sheets and Google Docs Microsoft Excel, Word, and PowerPoint Outlook, Microsoft Teams, and Gmail CRM systems including PEGA and TED I am dependable, adaptable, and easy to work with. I learn new tools and processes quickly and am comfortable working independently in remote environments. Even when I am new to a platform, I ramp up fast and deliver results. If you are looking for a customer service professional who understands both the customer and the business side of support, I would love to help your team provide reliable, high quality service. Let’s work together to create great customer experiences.