Alden Tolentino
Marikina City,Philippines
Summary
Leads customer retention activity by managing complaints, resolving concerns, and strengthening client relationships. Delivers clear communication and attentive service that supports customer satisfaction and repeat business. Builds trust through calm problem-solving and consistent follow-through.
Overview
2
2
Languages
1
1
Certification
13
13
years of professional experience
Work History
Customer Retention & SME
TELUS Digital
Taguig City, Philippines
02.2019 - Current
- Maintained clean, safe working environments to eliminate accident risks.
- Collaborated with team members to achieve target results.
- Trained and mentored employees to maximise team performance.
Customer Retention Representative
Dow Jones & Co.
Quezon City, Philippines
02.2016 - 02.2019
- Managed complaints with calm, clear communication and problem-solving.
- Actively listened to customers to fully understand requests and address concerns.
- Demonstrated consistent hard work and dedication to achieve results and improve operations.
Customer Service Representative
Sitel Philippines
Quezon City, Philippines
09.2015 - 01.2016
- Managed complaints with calm, clear communication and problem-solving.
- Handled customer concerns and escalated major issues to supervisor.
- Resolved customer queries and problems using effective communication and providing step-by-step solutions.
Cutomer Service Crew
McDonalds
Eastwood City, Philippines
04.2014 - 08.2015
- Helped kitchen staff prepare food during busy service periods, including preparing ingredients and plating meals.
- Maintained high standards of hygiene, regularly cleaning and sanitising tables, counters, and service areas.
- Stayed strictly within food hygiene regulations, safety procedures and sanitary requirements while preparing and serving food.
Education
Bachelor of Business Administration - Bachelor of Science in Business Administration Major in Operations Management
Lyceum of the Philippines University
Manila, 002025
Information Technology
Pamantasan ng Lungsod ng Marikina
Marikina City, 00Skills
- Customer retention
- Customer relationship management
- Leadership proficiency
- Quality assurance
- Performance monitoring
- Operational support
- Team collaboration
- Client relationship management
- Customer relationship building
- Outstanding customer service
- Leadership skills
Languages
English
Advanced
C1
Russian
Beginner
A1
Interests
Solo Travel: Cultivates adaptability, cultural awareness, and problem-solving
Pickleball: Sharpens strategy and agility
Human Behavior: Exploring group dynamics and psychology
Certification
- Lean Six Sigma - Yellow Belt #LSSYB-1699524870-2001-13030
- Economics and International Business (European Institute of Leadership & Management, Dublin, Ireland) #16737-169-960-6071
Timeline
Customer Retention & SME
TELUS Digital
02.2019 - Current
Customer Retention Representative
Dow Jones & Co.
02.2016 - 02.2019
Customer Service Representative
Sitel Philippines
09.2015 - 01.2016
Cutomer Service Crew
McDonalds
04.2014 - 08.2015
Bachelor of Business Administration - Bachelor of Science in Business Administration Major in Operations Management
Lyceum of the Philippines University
Information Technology
Pamantasan ng Lungsod ng Marikina