Hi, I’m Immaculate Real. I’m a dedicated customer service professional with over four years of experience and a strong educational background in Information Technology. My career merges my technical expertise with my passion for customer care, allowing me to provide tailored solutions effectively.

I specialize in creating seamless and positive interactions for customers by ensuring they feel heard, understood, and valued during every point of contact. I take enormous pride in helping people navigate challenges while addressing their concerns as quickly and effectively as possible. Throughout my career, I’ve worked with diverse customer bases, which has enriched my ability to connect with people from various backgrounds.

This has strengthened my communication skills, empathy, and adaptability—qualities that are essential for excelling in fast-paced, high-pressure environments. Whether I’m troubleshooting a complex IT issue or resolving a billing inquiry, I’m known for maintaining a calm demeanor, thinking on my feet, and consistently meeting, or even exceeding, performance benchmarks.

What truly motivates me is the opportunity to create meaningful, positive experiences for each person I interact with. More than simply resolving issues, I strive to build trust and nurture lasting relationships with customers, leaving them with a sense of satisfaction and loyalty. I’m passionate about learning, improving, and discovering innovative ways to deliver exceptional results in my field.

EDUCATION

STI COLLEGE BATANGAS - BATANGAS CITY

Bachelor of Science in Information Technology

KEY SKILLS

• Fast, courteous with adept customer service skills
• Good at interacting and conversing with people with fluency in both the Filipino and English language
• Average skills in using MS Office (Word, and Excel)
• Easy familiarity with company information to inform customers
• Skills in logging data accurately

KNOWLEDGE IN

• Zendesk
• Freshdesk
• Slack
• ZOOM
• MicroSIP
• Google Calendar
• Google Apps (Gmail, Suite, Sheets, etc.)
• Microsoft Office (Word, Document, Excel, Publisher, Adobe, PowerPoint, Teams, Outlook, SharePoint, etc.)

PROFESSIONAL EXPERIENCE

SENIOR CUSTOMER SERVICE ASSOCIATE — ZALORA

BF JADE E-SERVICES PHIL., INC. – MUNTINLUPA CITY
2022 – Present

Key responsibilities:

• Handling chat on 3 concurrences, assisting customers on their order, product, and account inquiry concerns
• Answered customer requests and questions about order status, shipment status and other retail support details
• Assisted and provided instructions for customers regarding next steps and other important information
• Handled email, chat and social media for e-commerce concerns
• Entered customer data on company database fast and accurately
• Answered customer requests and questions about order status, shipment status and other retail support details
• Assisted and provided instructions for customers regarding next steps and other important information
• Able to distinguished different content as a Content Moderator

CUSTOMER SERVICE ASSOCIATE — TASK US - BATANGAS

2018-2021

Key responsibilities:

• Inbound and outbound calls
• Scheduling an appointment