I am a customer-focused professional with over 3 years of experience in administrative support and high-volume customer enquiries. I excel in first-contact resolution and managing sensitive customer information. My approach emphasizes service satisfaction and efficiency in fast-paced environments. I pride myself on my strong attention to detail and ability to handle complex cases effectively. Throughout my career, I have maintained a strong regulatory adherence, ensuring complete compliance with industry standards. My background includes automating processes and improving service quality, contributing to measurable enhancements in customer satisfaction rates.

CHARLOTTE SCHNAPKA

I am a customer-focused professional with over 3 years of experience in administrative support and high-volume customer enquiries. I excel in first-contact resolution and managing sensitive customer information. My approach emphasizes service satisfaction and efficiency in fast-paced environments. I pride myself on my strong attention to detail and ability to handle complex cases effectively. Throughout my career, I have maintained a strong regulatory adherence, ensuring complete compliance with industry standards. My background includes automating processes and improving service quality, contributing to measurable enhancements in customer satisfaction rates.

Available to hire

I am a customer-focused professional with over 3 years of experience in administrative support and high-volume customer enquiries. I excel in first-contact resolution and managing sensitive customer information. My approach emphasizes service satisfaction and efficiency in fast-paced environments. I pride myself on my strong attention to detail and ability to handle complex cases effectively.

Throughout my career, I have maintained a strong regulatory adherence, ensuring complete compliance with industry standards. My background includes automating processes and improving service quality, contributing to measurable enhancements in customer satisfaction rates.

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Work Experience

Pensions Administrator at Diligenta, a Subsidiary of Tata Consultancy Services
December 1, 2021 - December 1, 2024
Managed the full pension claim lifecycle, ensuring 100% GDPR compliance. Processed over 1,000 pension claims with 90%+ accuracy, coordinating complex cases effectively.
Customer Experience Advisor at SKY, First Source Solutions
March 1, 2021 - November 1, 2021
Handled high-volume inbound calls, resolving 95% of enquiries at first contact, while maintaining 98% accuracy in CRM records.
Director | Customer Relationship Manager at Brand'o'rama LLP
October 1, 2021 - Present
Oversaw customer relationships, managed operations across major online marketplaces, and achieved significant sales growth.

Education

Bachelor's Degree at De La Salle University - Dasmarinas
April 1, 1996 - April 1, 2000

Qualifications

Introduction to Data Analytics in Google Cloud
December 1, 2025 - January 24, 2026
Enterprise Product Management Fundamentals
November 1, 2025 - January 24, 2026
Level 2 Certificate in Principles of Cyber Security
January 11, 2030 - January 24, 2026
Level 3 Certificate in Cyber Security
January 11, 2030 - January 24, 2026

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