Agnes Apla-on
Bacolod City, Province Of Negros Occidental,NEC
Summary
Results-driven call center professional with solid experience in customer service and communication. Adept at resolving issues efficiently and maintaining high customer satisfaction. Strong focus on team collaboration, adaptability, and achieving targets. Skilled in active listening, problem-solving, and multitasking. Reliable and flexible in meeting changing needs.
Overview
4
4
years of professional experience
Work History
Call Center Representative
Teletech Bacolod
11.2024 - 01.2025
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
Call Center Representative
Teletech Bacolod
06.2022 - 06.2024
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Educated customers about billing, payment processing and support policies and procedures.
- Identified upselling opportunities to increase revenue generation.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Call Center Representative
Panasiatic Solutions
08.2020 - 03.2022
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Education
High School Diploma -
BACOLOD CITY NATIONAL HIGH SCHOOL(SHS)
Bacolod City, Province Of Negros Occidental, Philippines03-2020
Skills
- Problem-solving skills
- Customer support
- Data entry
- Customer service
- Verbal and written communication
- Resolving issues
- Inbound phone calls
- FLUENT IN ENGLISH
- Calm and professional under pressure
- Understanding customer needs
- Microsoft office
- MS office
Timeline
Call Center Representative
Teletech Bacolod
11.2024 - 01.2025
Call Center Representative
Teletech Bacolod
06.2022 - 06.2024
Call Center Representative
Panasiatic Solutions
08.2020 - 03.2022
High School Diploma -
BACOLOD CITY NATIONAL HIGH SCHOOL(SHS)
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