Kyla Marie Gelverio

About Kyla

Results-driven Customer Service Representative with experience in telecommunications and e-commerce accounts. Skilled in handling high-volume customer interactions through phone, chat, and email while maintaining excellent service quality. Proven ability to meet and exceed KPIs such as CSAT, AHT, and First Call Resolution. Experienced in resolving complex customer concerns, de-escalating difficult situations, and building strong customer relationships that drive satisfaction and retention. Comfortable working remotely with strong time management, adaptability, and system navigation skills. Familiar with fast-paced environments and committed to delivering efficient, customer-focused solutions.

Skills

Experience

• Customer Service Representative with hands-on experience at iQor and Teleperformance handling telecom and e-commerce accounts.
• Consistently achieved key performance metrics including CSAT (90%+), AHT, FCR, and Quality Assurance scores.
• Skilled in managing high call volumes, resolving customer concerns on first contact, and minimizing escalations.
• Experienced in using CRM systems and multiple tools to document interactions and provide accurate, timely solutions.
• Strong background in de-escalation, problem-solving, and customer retention.
• Also brings entrepreneurial experience as a business owner, enhancing communication, accountability, and client service skills.
• Open to shifting schedules and fully adaptable to remote work environments.