Guendolyn Mendoza
Hanoi
Summary
Customer Service Representative with 10+ years of experience in phone-based support, sales, and tech assistance. Skilled in customer service tools, conflict resolution, and known for a positive attitude. Holds a Bachelor's degree in Secondary Education, major in English. Eager to bring strong service and problem-solving skills to your team.
Overview
2027
2027
years of professional experience
Work History
Account Manager Assistant
Baton Leads
10.2025 - Current
- Assisted Account Managers in administrative and operational tasks, enhancing communication and strengthening partner relationships. Maintained and updated partner accounts, prepared and distributed reports punctually, and coordinated account changes and requests to support operational success. Ensured partners received timely support while organising and maintaining up-to-date account information and reporting.
Dispatcher
Premier Comfort Services
05.2024 - Current
- Managed high-volume inbound calls and customer needs, scheduled appointments, and coordinated with technicians for timely service delivery.
- Addressed complaints efficiently, delivered accurate information using appropriate tools, and adhered to communication guidelines and policies.
Email/Chat Support Representative
HSB JAPAN
01.2022 - 01.2024
- Handled high volumes of live chats and emails to generate sales leads and understand customer needs for optimal satisfaction.
- Built strong, trusting relationships through open and responsive communication.
- Resolved complaints efficiently by offering timely and appropriate solutions, with follow-ups to ensure resolution.
- Supported Filipino expats in Japan with employment inquiries, tax refunds, and various other relocation-related concerns.
Email/Chat Support Representative
Extend Your Team
05.2021 - 06.2022
- Processed and verified customer requests and loan applications via email, ensuring accuracy and timely handling.
- Consistently met performance metrics in client satisfaction, response rates, and quality standards.
- Managed multiple tasks while maintaining strong attention to detail, and effectively resolved critical issues through live chat support.
Customer Service Representative
Spiraledge Co.
05.2016 - 02.2020
- Handled inbound and outbound calls using product knowledge to resolve customer inquiries and build brand trust.
- Managed order processing, returns, refunds, and shipping and delivery concerns.
- Promoted additional products and services when appropriate to enhance customer experience.
Customer Service Representative
Convergys Corp.
08.2012 - 05.2015
- Handled inbound calls following client and contact center protocols, acting as the first point of contact for customer account inquiries.
- Delivered accurate, high-quality support for Optus, a leading telecom provider in Australia.
Customer Service Representative
Citibank
12.2009 - 07.2012
- Manages both inbound and outbound calls, using product expertise to address customer concerns and resolve issues effectively.
- Aims to build trust and confidence in the brand while identifying opportunities to recommend additional products and services when appropriate.
Fraud Analyst
Citibank - Fraud Early Warning
- Provided voice support for Citibank U.S. account holders, handling inquiries, complaints, and service requests.
- Made outbound calls to verify suspicious transactions and prevent potential fraud.
- Followed up on complex issues requiring further investigation to ensure accurate feedback and resolution.
Education
Bachelor's degree - Secondary Education, English
Skills
- SERVICE TITAN
- DIALPAD
- AMAZON SELLER CENTRAL
- ZENDESK
- SHOPIFY
- FRESHDESK
- SHIPSTATION
- FACEBOOK AND INSTAGRAM BUSINESS
- RINGCENTRAL
- VONAGE
- SALESFORCE
- FIVE9
- GEORGIA
- HAPPYFOX
- SLACK
Timeline
Account Manager Assistant
Baton Leads
10.2025 - Current
Dispatcher
Premier Comfort Services
05.2024 - Current
Email/Chat Support Representative
HSB JAPAN
01.2022 - 01.2024
Email/Chat Support Representative
Extend Your Team
05.2021 - 06.2022
Customer Service Representative
Spiraledge Co.
05.2016 - 02.2020
Customer Service Representative
Convergys Corp.
08.2012 - 05.2015
Customer Service Representative
Citibank
12.2009 - 07.2012
Fraud Analyst
Citibank - Fraud Early Warning