Hi, I’m
Aldren Alberto
Summary
Customer Service Representative with strong ability to resolve customer issues and provide exceptional support. Consistently delivers positive interactions, contributing to customer loyalty. Strong communication skills coupled with empathetic approach, fostering trust and satisfaction. Proven ability to work collaboratively within teams, enhancing service delivery and operational efficiency. Experienced in handling customer queries with friendly and professional approach. Thrive in fast-paced environments, ensuring customer satisfaction through clear communication and problem-solving. Excel in building rapport and resolving issues efficiently. Knowledgeable customer service management professional successful at improving team productivity, reducing escalated calls and increasing customer satisfaction scores.
Overview
5
years of professional experience
Work History
Smiles OnDemand by vervent Philippines
Customer Service Representative
07.2021 - 01.2026
Job overview
- Resolved 95% of customer inquiries during the first call, leading to a 20% increase in customer retention and a 30% reduction in complaint resolution time.
- Assisted customers with product-related questions, feedback, and complaints.
- Maintained an average response time of under 30 minutes for all customer inquiries, consistently exceeding department standards for efficiency.
- Achieved a 15% increase in overall customer satisfaction scores through proactive problem-solving and attentive service.
- Built rapport with customers through courteous and professional communications.
- Organized and prioritized daily customer communications and complaint resolutions, ensuring all issues were addressed quickly and thoroughly.
- Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
- Assisted in the fulfillment of customer orders placed in person, via email, online, and by telephone.
- Streamlined administrative processes and virtual file management, resulting in improved workflow and easier access to critical information.
- Developed customer service guidelines and procedures, standardizing response times and quality of service across the team.
- Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.
- Reviewed submitted complaints and prioritized responses by submission time or other factors.
Education
Negros Oriental state University
GCSEs from Computer Science
01-2004
Skills
- Customer relationship management
- Customer account management
- Customer satisfaction monitoring
- Customer engagement strategies
- Complaint resolution
- Data entry
- Quality assurance
- Customer service guidelines
- Active listening
- Problem solving
- Time management
- Effective communication
- Adaptive thinking
- Customer Service
- Problem-solving
- Multi-tasking
- Problem solver
- Basic computer knowledge
- Call centre experience
- Written and verbal communication skills
- Customer service expert
- Strong customer service orientation
- Complaint handling
- Outstanding customer service
- Empathy understanding
- Patient attitude
- Pressure handling
- Creative problem solving
- Customer complaint management
- Product knowledge
- Relationship-building
- Live chat support
- Microsoft Office
- Adaptive team player
- Energetic work ethic
- Telephone skills
- Good telephone manner
- Customer loyalty building
- Customer sales support
- Customer data management
- Highly efficient
- Customer needs analysis
- Relationship Management
- Telephone manners
- Data entry accuracy
- Data entry proficiency
- Client-Focused approach
- Positive disposition
- Analytical
- Assertiveness
- Customer data analysis
- Cash and card processing
- Dispute management
- Invoice processing
- Courtesy etiquette
- Professional telephone demeanour
Languages
English
Upper Intermediate
B2
Interests
- Sports
- music
- gym
- adventure
- exploration
- watching movies
- reading self improvement books
Education
other
Career goals
- To become a successful customer service
- To be financially stable
- To build a business
- To become healthy and strong
- To travel around the world and explore many things
Timeline
Customer Service Representative
Smiles OnDemand by vervent Philippines
07.2021 - 01.2026
Negros Oriental state University
GCSEs from Computer Science