Francis Jonathan Duenas
Customer Service Representative
1282 Syson St. Paco,Metro Manila, 5th District
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
8
8
years of professional experience
7
7
years of post-secondary education
Work History
Team Lead/Supervisor of Operations
Sutherland Global Services
Bonifacio Global City, Taguig
01.2019 - 12.2021
- Manage day to day planning and operation of your team.
- Make sure that each of your Teammates delivers on his/her Service level Agreements and achieves his/her key Performance Indicators.
- Organize and handle the team and make sure everyone adheres to their schedules.
- Train and help in the development of your team by conducting team huddles and coaching sessions
- Evaluate strengths and weaknesses of your Teammates
- Offer solution for your team's growth and development.
- Create reports of your team's performance and document feedback from your client.
- Manage issues that might arise, including HR-Related ones.
- Think of solution creatively and Act as a liaison between the management and your team.
Customer Service Representative
Teletech
Quezon City, Cubao
01.2016 - 12.2018
- Identify customer questions, concerns and overall needs.
- Provide accurate answers and solutions to customer queries.
- Redirect customers to appropriate teams and/or departments as needed.
- Develop professional relationships with ongoing customers through excellent customers service.
- Follow company communication procedures, policies, and guidelines at all times.
- Perform each duty above with our customers satisfaction as the number one priority.
Customer Service Representative/TSR
SPi Global
Makati, City of Makati
05.2014 - 05.2015
- Answer phones and take messages
- Respond to emails
- Reviewing customers accounts and transactions while resolving issues.
- Technical troubleshooting.
- Creating schedules for Trouble call.
- Sending Technicians on customers locations.
- Creating follow-up to customers when resolving an issue.
- Offering Sales for PPV or Premium channels.
Customer Service Representative
Concentrix
Quezon City, Eastwood
01.2013 - 01.2014
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Recommended products to customers, thoroughly explaining details.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Responded to customer requests for products, services and company information.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
Education
Bachelor of Science - Computer Science
Emilio Aguinaldo College
Manila Campus 06.2005 - 03.2008
High School Diploma -
Manuel Roxas High School
Manila 06.2001 - 03.2005
Timeline
Team Lead/Supervisor of Operations
Sutherland Global Services
01.2019 - 12.2021
Customer Service Representative
Teletech
01.2016 - 12.2018
Customer Service Representative/TSR
SPi Global
05.2014 - 05.2015
Customer Service Representative
Concentrix
01.2013 - 01.2014
Bachelor of Science - Computer Science
Emilio Aguinaldo College
06.2005 - 03.2008
High School Diploma -
Manuel Roxas High School
06.2001 - 03.2005