CONTACT = cortezpam703@gmail.com \ 09495653057 9 Manila, Philippines SKILLS * Facilitation & Management © Client relationship building * Process improvement © Critical thinking * Emotional intelligence * Public speaking * Reporting & documentation * Salesforce Software * Google Workspace * Basic Microsoft Office * Training & coaching ® Attention to detail * English writing skills * Interpersonal communication skills MARIA ANA PAMELA G. CORTEZ A passionate individual with an exceptional customer service background. Proven in specialized knowledge with good analytical skills, gathering relevant data, and examining them according to the company’s standards and regulations. My next role lies with a company that focuses on developing business performance and promotes inclusivity among its people. WORK EXPERIENCE Inspiro Relia Inc. (Quezon City) TEAM SUPERVISOR & SUBJECT MATTER EXPERT * Protected the seller, shop, or brand by escalating the reported unreasonable customers’ reviews to their services and products. ‘* Resolved and negotiated senior management escalation that Includes customer's complaints resulting in less than 10% of repeated contacts, * Collaborated with the upper management and across teams to increase customer satisfaction resulting to 90%-100% customer satisfaction while continuing enhancement of services. * Coached team members to deliver professional service while adhering to the standard operating procedure of the account, reaching a 92-100% quality assurance scores. * Handled different line of businesses such as call (inbound & outbound), chat, and email CUSTOMER SERVICE. 2019 REPRESENTATIVE Joined forces with a team to maintain a store that was organized and shopper-friendly. 2020 - 2022 * Increased personal sales goals from 10% to nearly 90% during Mother's Day Ramp through consistent effort and regular meetings with the customer service manager. EDUCATION POLYTECHNIC UNIVERSITY OF THE PHILIPPINES Bachelor of Arts in English Language Studies President's and Dean's Lister 2016 - 2022 -Arts and Design Track High honor (Senior High School) FLORENTINO TORRES HIGH SCHOOL Junior High School 2012 - 2016