Ralph Casey Galicia
Customer Service Account Associate
Manila, Metro Manila
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. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by understanding customer needs, and providing customized solutions to build loyalty.
Overview
13
13
years of professional experience
Work History
Customer Service Account Executive
HSBC
06.2022 - 09.2023
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Team Leader
SOVEREIGN BPO SOLUTIONS
04.2016 - 01.2020
- Implemented employee recognition programs that boosted morale and increased retention rates within the team.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Conducted risk assessments for each project phase, proactively identifying potential obstacles before they became significant challenges.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
Customer Account Associate
VXI Global Holdings
03.2015 - 03.2016
- Managed a high volume of inbound calls, maintaining composure under pressure and providing exceptional service.
- Coordinated with billing department staff to resolve disputes effectively, resulting in decreased refund requests.
- Increased efficiency and team productivity by promoting operational best practices.
- Maintained detailed records of customer interactions, facilitating effective follow-up communication when necessary.
- Identified sales opportunities within existing accounts, leading to increased revenue generation.
Customer Service Associate
Sitel Philippines Corporation
09.2010 - 08.2012
- Processed orders accurately and efficiently, ensuring timely delivery of products or services to customers.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Developed strong relationships with customers through attentive listening and empathetic understanding of their needs.
Education
Bachelor of Science - Elementary Education
ARELLANO UNIVERSITY
Pasay, Metro Manila, Philippines 04.2001 -
Skills
Account updating
Call Management
Product Knowledge
Complaint resolution
Problem-solving abilities
Customer Service
Building rapport
Customer Education
De-Escalation Techniques
Sales expertise
Dispute Resolution
Timeline
Customer Service Account Executive
HSBC
06.2022 - 09.2023
Team Leader
SOVEREIGN BPO SOLUTIONS
04.2016 - 01.2020
Customer Account Associate
VXI Global Holdings
03.2015 - 03.2016
Customer Service Associate
Sitel Philippines Corporation
09.2010 - 08.2012
Bachelor of Science - Elementary Education
ARELLANO UNIVERSITY
04.2001 -