AARON JOHN BUTUYAN
Chat Support Representative Level 2
Parañaque City
Summary
Professional advisor with strong focus on achieving results and fostering team collaboration. Skilled in strategic planning, problem-solving, and client relationship management. Known for adaptability and reliability in dynamic environments. Prepared to deliver impactful solutions and drive success in any advisory role.
Overview
8
8
years of professional experience
2020
2020
years of post-secondary education
1
1
Language
Work History
Chat Support Advisor Level 2
Concentrix
Ayala Makati (Remote)
09.2020 - Current
- Responding to Customer Inquiries: Handling a high volume of incoming customer chats promptly and professionally, addressing questions about products, services, orders, accounts, and policies.
- Providing Accurate Information: Maintaining a comprehensive understanding of the company's offerings and procedures to deliver accurate and up-to-date information to customers.
- Utilizing Chat and Support Software: Effectively using live chat platforms, CRM systems, and other internal tools to manage conversations, track customer interactions, and access relevant information.
- Documenting Interactions: Creating clear and concise records of customer conversations, including the nature of the inquiry, the steps taken to resolve it, and the final outcome.
- Escalating Complex Cases: Recognizing when an issue requires specialized knowledge or authority and escalating it to the appropriate department or senior support staff.
- Maintaining Professionalism and Empathy: Communicating with customers in a courteous, patient, and empathetic manner, even when dealing with frustrated or upset individuals.
- Managing Multiple Conversations: Efficiently handling several chat sessions concurrently while maintaining the quality of support for each customer.
- Identifying Opportunities for Upselling or Cross-selling:Recognizing customer needs that could be met by other products or services and subtly suggesting them where appropriate.
- Gathering Customer Feedback: Paying attention to customer comments and feedback to identify recurring issues or areas for improvement in products, services, or support processes.
- Adhering to Service Level Agreements (SLAs): Striving to meet or exceed performance metrics such as response time, handling time, and customer satisfaction scores.
- Staying Updated on Knowledge: Continuously learning about new products, service updates, and changes in company policies to provide the most current information.
- Collaborating with Team Members: Working effectively with colleagues and other departments to share information, resolve complex issues, and contribute to a positive team environment.
- Maintaining Data Privacy and Security: Handling customer information with care and ensuring compliance with data protection regulations.
Human Resources College Intern
HCM Nexus Consulting Inc
Salcedo Village Makati
06.2019 - 01.2020
- Administrative Support: Performing general administrative duties such as filing and organizing physical and digital HR documents, managing correspondence, preparing presentations and reports, and maintaining HR databases with accurate employee information.
- Recruitment Assistance: Supporting the recruitment process by posting job openings on various platforms, screening resumes and applications, scheduling interviews, communicating with candidates, and assisting with background checks and reference checks.
- Onboarding and Offboarding: Assisting with the onboarding process for new hires, which may include preparing new employee files, coordinating orientation sessions, and ensuring all necessary paperwork is completed.
- Maintaining Records: Updating and maintaining employee records in HR information systems (HRIS) with changes to personal information, job titles, compensation, and other relevant details.
- Supporting HR Programs and Initiatives: Assisting with the coordination and implementation of various HR programs, such as training sessions, employee engagement activities, performance management processes, and benefits administration.
- Data Entry and Analysis: Inputting data into HR systems and potentially assisting with basic analysis of HR metrics.
- Handling Confidential Information: Learning to handle sensitive employee information with discretion and maintaining confidentiality.
Part time Junior Sales Executive
iExcelerate
Bonifacio Global City, Taguig
10.2017 - 12.2017
- Prospect Research and Identification: Conducting market research to identify potential customers and target accounts that fit the company's ideal customer profile.
- Lead Generation Outreach: Initiating contact with potential leads through various channels, including cold calling, emails, and social media, to introduce the company and its offerings.
- Maintaining CRM Records: Accurately entering and updating prospect and customer information, interactions, and lead status in the Customer Relationship Management (CRM) system.
- Collaborating with the Sales Team: Working closely with Sales Executives and other sales team members to hand off qualified leads and ensure a smooth transition in the sales process.
- Learning and Developing: Continuously learning about the company's products or services, industry trends, and sales techniques to improve lead generation efforts.
- Reporting on Activities: Tracking and reporting on lead generation activities, progress, and results to sales management.
- Attending Training and Meetings: Participating in relevant training sessions and team meetings to stay informed and improve skills, even on a part-time basis.
Customer Service Representative
Alorica Philippines
Magallanes Makati
01.2017 - 03.2017
- Interacting with Customers: Handling customer inquiries, requests, and complaints via phone.
- Providing Information: Offering accurate and comprehensive information about products, services, policies, and procedures.
- Resolving Issues: Listening to customer concerns, troubleshooting problems, and providing effective solutions in a timely and efficient manner. This may involve diagnosing technical issues, addressing billing questions, or resolving service complaints.
- Processing Transactions: Assisting customers with placing orders, processing returns, exchanges, and refunds, and handling billing and payment inquiries.
- Maintaining Records: Documenting customer interactions, details of inquiries, issues, resolutions, and any follow-up actions in a CRM system or other record-keeping tools.
- Escalating Complex Cases: Identifying and escalating complex or unresolved issues to the appropriate internal departments or senior staff for further investigation and resolution.
- Building Relationships: Building rapport and trust with customers through positive and empathetic communication to foster customer loyalty.
- Meeting Performance Standards: Striving to meet or exceed individual and team performance metrics, such as response time, handling time, customer satisfaction scores, and resolution rates.
- Staying Updated: Continuously learning about product updates, service changes, and company policies to provide accurate and current information.
- Identifying Opportunities: Identifying opportunities to upsell or cross-sell products or services based on customer needs.
- Providing Feedback: Offering feedback on recurring customer issues and trends to help the company improve its products, services, and processes.
Education
BSBA - Business Management Major in Business Administration
Asia Pacific College
Magallanes, MakatiSkills
- Problem-solving
- Time management
- Critical thinking
- Written communication
- Research
- Multitasking
- Team collaboration
- Task prioritization
- Relationship development
- Records maintenance
- Professional demeanor
- Attention to detail
Accomplishments
- Completed 46 CSAT surveys in 2022, accounting for 25% of all the surveys received for the entire messaging group. My EOM CSAT score was 93.48%, exceeding the target of 92.9%.
- Was recognized for being the account's best advisor in 2022.
- Consistent for achieving outstanding monthly CSAT results
- Alorica Philippines: Was recognized as the top agent for the account and team
- Concentrix: Dealer Parts Assistance Center “Messaging” Champion 2022
LinkedIn profile
https://www.linkedin.com/in/aaron-johnbutuyan-a70164149/
Interests
Outside of work, I enjoy diverse hobbies, including online gaming, cooking for my family, watching movies, and staying active through calisthenics, running and dancing
Software
SalesForce
AdvisorWorkbench
Avaya
Estart
Reflection Workspace
Timeline
Chat Support Advisor Level 2
Concentrix
09.2020 - Current
Human Resources College Intern
HCM Nexus Consulting Inc
06.2019 - 01.2020
Part time Junior Sales Executive
iExcelerate
10.2017 - 12.2017
Customer Service Representative
Alorica Philippines
01.2017 - 03.2017
BSBA - Business Management Major in Business Administration
Asia Pacific College