Elfren Jr. Ybañez
Customer Service Representative
Cebu City,CEB
Summary
Knowledgeable and dedicated customer service professional with extensive experience in technical and retail industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
CSR
Amazon
Cebu, Philippines
07.2018 - Current
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Liaised between warehouse personnel and customer to facilitate account and operational needs.
- Tracked orders and notified customers of status or potential delays.
- Coordinated shipping requests for expedited delivery and documented accurately to achieve goals.
- Resolved 30-40 issues over phone with 30-40 customers daily
CSR
Opsify
Cebu, Philippines
04.2016 - 01.2017
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Recommended products to customers, thoroughly explaining details.
TSR
Alorica
Cebu, Philippines
08.2015 - 11.2015
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Built and maintained internal knowledge bases for support products to expand available feedback and performance data.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
Fraud Prevention Analyst
Aegis People Support
Cebu, Philippines
07.2014 - 12.2014
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Provided exemplary level of customer service to clients and company personnel.
- Gathered evidence, which included recorded and written statements, financial documentation and audio materials for examination.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
TSR
Convergys
Bacolod, Philippines
10.2012 - 06.2014
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Built and maintained internal knowledge bases for support products to expand available feedback and performance data.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Translated complex technical issues into digestible language for non-technical users.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
Education
Bachelor of Science - BSED Major in English 4th Year Undergraduate
Diaz College
Tanjay City Negros Oriental PhilippinesSkills
Complaint resolution
Report preparation
Retail store support
CRM
Shipping procedures understanding
Professional telephone demeanor
Order fulfillment
Self-Motivated
Data Entry
Analytical and Critical Thinking
Multitasking Abilities
Attention to Detail
Problem-Solving
Live chat support
Online chat and email
Active Listening
Logistics knowledge
Logistics
Timeline
CSR
Amazon
07.2018 - Current
CSR
Opsify
04.2016 - 01.2017
TSR
Alorica
08.2015 - 11.2015
Fraud Prevention Analyst
Aegis People Support
07.2014 - 12.2014
TSR
Convergys
10.2012 - 06.2014
Bachelor of Science - BSED Major in English 4th Year Undergraduate
Diaz College