Charlotte Mahinay

Customer Service Professional

Customer Service professional with 3+ years of BPO experience specializing in U.S. customer support, administrative support, issue resolution, and customer account management. Experienced in handling billing and payment concerns, escalations, data entry, documentation, and CRM systems including Salesforce. Previously led a team of 15 agents and was recognized as a Top 1 Supervisor, demonstrating strong organization, communication, and problem-solving skills. Brings a proactive, detail-oriented approach to supporting clients, managing customer needs, and delivering efficient day-to-day operations.

Charlottemahinay18@gmail.com+639765868435San Pedro, Laguna, Philippineswww.linkedin.com/in/charlotte-mahinay

Experience

Customer Service Representative

Everise Philippines

2025-11 – 2026-08 · Ortigas

  • Assisted Medicare members with coverage, billing, payments, prescription claims, and refills, providing accurate and empathetic support across multiple healthcare-related concerns.
  • Resolved member inquiries involving prescription benefits and medication-related concerns by providing clear information and appropriate assistance.
  • Managed sensitive member account information and documented customer interactions accurately to support effective issue resolution.
  • Addressed customer concerns through active listening, problem-solving, and clear communication while maintaining a positive customer experience.

Supervisor

Valor Global Philippines

2023-04 – 2025-10 · Biñan Southwoods

  • Led a team of 15 agents, providing coaching, performance support, and day-to-day guidance to improve team effectiveness and customer service delivery.
  • Handled escalated customer concerns and complex issues, applying de-escalation and problem-solving techniques to support timely resolutions.
  • Monitored team performance and coached 15 agents on customer service and operational expectations to strengthen individual and team performance.
  • Earned promotion to Supervisor in July 2024 after starting as Customer Service Representative in home security account.
  • Achieved Top 1 Supervisor Recognition in Q3 2024 and Top Supervisor in June 2025, demonstrating consistent leadership and performance.

Customer Service Representative

Concentrix

2022-09 – 2023-04 · Alabang

  • Supported U.S. customers across T-Mobile and Optus accounts, handling payments, sales upgrades, plan enrollments, and mobile and internet service inquiries.
  • Processed customer payment and account requests while providing accurate information and appropriate service assistance.
  • Resolved mobile and internet concerns through basic troubleshooting, active listening, and clear customer communication.

Customer Service Representative

Teleperformance

2022-03 – 2022-09 · Ayala Makati

  • Assisted U.S customers through the AT&T inbound account, handling account access, service upgrades, and internet plan inquiries.
  • Resolved customer service and technical concerns through basic troubleshooting and accurate account assistance
  • Assisted customers with multiple service-related request while maintaining clear communication and customer focused approach.

Skills

Customer SupportU.S. Customer ServiceCustomer ExperienceAccount ManagementIssue Resolution & Escalation HandlingBilling & Payment SupportSalesforceGoogle WorkspaceMicrosoft OfficeData Entry & DocumentationTime Management & MultitaskingVoice & Written CommunicationMicrosoft ExcelGoogle SheetsZoomGoogle MeetMicrosoft TeamsSlackMicrosoft Dynamics 365ServiceNowNICE CXoneFive9AvayaHubSpot Service HubChatGPTGoogle GeminiMicrosoft CopilotGrammarlyQuillBotTableauOtter.aiKrispCanvaCapCutClipchampGoogle DocsMicrosoft Word

Education

Jesus the Faithful Savior Christian School

Certifications

  • Inbound Certified - HubSpot Academy - 2026
  • Service Hub Software Certified - HubSpot Academy - 2026
  • Certificate of Achievement – Top 1 Supervisor, June 2025 - Valor Global Philippines - 2025
  • Certificate of Appreciation – Top 1 Supervisor, Q3 2024 - Valor Global Philippines – 2024

Career highlights

November 2025

  • Started: Customer Service Representative at Everise Philippines

    Everise Philippines

April 2023

  • Started: Supervisor at Valor Global Philippines

    Valor Global Philippines

September 2022

  • Started: Customer Service Representative at Concentrix

    Concentrix

March 2022

  • Started: Customer Service Representative at Teleperformance

    Teleperformance

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