AIDA LOR SILVESTRE
BAGUIO
Summary
Experienced in providing exceptional customer service in both English and Spanish. Dedicated professional committed to delivering outstanding support to current and prospective clients. Thrives in fast-paced environments, excels at addressing customer needs through various channels such as phone calls, product inquiries, and issue resolution. Encouraging manager and analytical problem-solver with strong team-building and leadership skills. Ability to motivate individuals. Natural aptitude for customer relations and relationship-building. Consistently contributes to positive company outcomes through independent decision-making and sound judgment. Devoted to leveraging training, monitoring, and morale-building abilities to enhance employee engagement and drive performance improvements.
Overview
13
13
years of professional experience
Work History
Customer Support Specialist
GORILLADESK
11.2023 - 07.2024
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Provided comprehensive product training for new customers, ensuring smooth onboarding experience.
Bilingual Customer Service Representative
Nowcom Global Services
11.2021 - Current
- Communicated with management when customer issues escalated and worked to find resolutions.
- Identified and responded to customer requests and concerns through for both English and Spanish -speaking customers.
- Met all call quality standards and daily quotas for first-call resolution.
- Assisted customers with Spanish-language inquiries in timely and professional manner.
- Handled 70 - 80 calls daily and deliver customer experience
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
Operations Supervisor
Sutherland Global Services
10.2020 - 11.2021
- Encouraged and promoted ideas aligned to business needs and benefits.
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
- Motivated and trained employees to maximize team productivity.
- Conducted root cause analysis in deficient areas to identify and resolve issues.
- Analyzed department metrics and performance and reported findings to management.
- Developed 10 - 15 agents skills in customer service handling to deliver business needs
Operations Supervisor
Sitel
01.2020 - 10.2020
- Encouraged and promoted ideas aligned to business needs and benefits.
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
- Motivated and trained employees to maximize team productivity.
- Conducted root cause analysis in deficient areas to identify and resolve issues.
- Developed 10 - 15 agents skills in customer service handling to deliver business needs
Operations Manager
Teleperformance
08.2018 - 12.2019
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Helped lower attrition rate at 2% to maintain business needs
- Created 3 - 4 action plans bi-weekly to strategize and improve performance
Lead Associate
Sutherland Global Services
08.2011 - 01.2018
- Mentored and guided employees to foster proper completion of assigned duties.
- Built strong relationships with customers through positive attitude and attentive response.
- Established as reliable resource for staff members troubleshooting complex administrative and training issues promptly.
- Modeled exceptional customer service and mentored associates on direct link between revenue growth and customer loyalty.
- Liaison between 3-4 departments to ensure clear communication was given during client visit's
- Created reports for Business Director's client meetings
- Organized employee engagement activities to increase employee retention and reduce attrition rate at 2%
- Created incentive schemes to increase performance and deliver beyond business goals
Education
Bachelor of Science - Teacher Education
University of Southern Mindanao
Skills
- Problem-solving
- B2B Service
- Bilingual Spanish
- Sales Expertise
- CRM Systems
- Account management
- Teamwork and Collaboration
- Customer Service
- Social Media Management
- Call Center Operations
- Microsoft Office
- Customer Relations
Timeline
Customer Support Specialist
GORILLADESK
11.2023 - 07.2024
Bilingual Customer Service Representative
Nowcom Global Services
11.2021 - Current
Operations Supervisor
Sutherland Global Services
10.2020 - 11.2021
Operations Supervisor
Sitel
01.2020 - 10.2020
Operations Manager
Teleperformance
08.2018 - 12.2019
Lead Associate
Sutherland Global Services
08.2011 - 01.2018
Bachelor of Science - Teacher Education
University of Southern Mindanao
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