My name is Ma. Mikaela Legaspi, and I have been working in the customer service industry for almost three years. I started my career at Alorica, where I was assigned as a Healthcare Customer Service Representative. My duties included handling inbound and outbound calls, providing customers with information regarding their insurance benefits, quotes, and general inquiries. Additionally, I assisted clients with services such as appointment scheduling and prior authorization requests. Following my time at Alorica, I transitioned to a customer service role with a retail company, where I was responsible for responding to customer inquiries via email, live chat, and phone. My responsibilities included providing order status updates, processing cancellations, and addressing any concerns or issues. Over the past two years, I have developed key skills that have contributed to my success. Firstly, I am goal-oriented; I consistently ensure that I am fully focused on my tasks and my personal growth. Secondly, I am hardworking and able to multitask effectively. I am accustomed to working under pressure while maintaining efficiency and ensuring that my efforts are well-invested in achieving the best possible results. Lastly, I am open to feedback and continuous learning, which helps me improve and expand my knowledge and skills. I also bring a positive and friendly attitude to the workplace, which fosters a collaborative and enjoyable team environment. I believe that these traits align well with the requirements of the role and will allow me to contribute effectively to the team’s success. Most recently, I had the opportunity to work with iQor as a Technical Support Representative, where I was trained in account management and sales. Over the course of a year, I contributed directly to both customer retention and revenue growth. I proactively identified and resolved issues to reduce churn, ensuring customers remained satisfied and continued generating steady income. For example, I successfully resolved a complex billing dispute, which helped prevent the loss of a significant account.