Allan Jay Gumapos
Cainta, Province Of Rizal,RIZ
Summary
Skilled in escalation management and proficient in Microsoft Excel, I excelled at Ttec Cainta by enhancing customer satisfaction and loyalty through effective complaint handling and rapport building. Leveraging critical thinking and call center experience, I significantly contributed to a positive work environment and customer service excellence.
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Service Representative Agent 3
Ttec Cainta
03.2022 - Current
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
- Built rapport with clients through active listening, empathy, and understanding of their individual needs.
- Maintained a high level of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance.
- Enhanced customer satisfaction by efficiently addressing and resolving their concerns and inquiries.
- Navigated multiple systems simultaneously for efficient information retrieval during live calls with customers.
- Contributed to a positive work environment by actively participating in team meetings and sharing ideas for improvement.
Customer Service Representative 2 Escalation 1
Iqor Davao
12.2020 - 03.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Bachelor of Science - Business Administration And Economics
University of Santo Tomas
Manila, Metro Manila, PhilippinesSkills
- Customer focus
- Call center experience
- Building rapport
- Live chat support
- Escalation management
- De-escalation techniques
- Complaint handling
- Language proficiency
- Critical thinking
- Microsoft Excel
- Microsoft outlook
Affiliations
- Alpha PHI Omega
Certification
*Civil Service Exam Passer
*Management Certification(NEDA)
Additional Information
You can call me ALJAY as my nickname, reliability and attendance is the one that I can say I am Proud. Still interested on all technological advancements today and willing to learn in the future.
Languages
English
Bilingual or Proficient (C2)
Timeline
Customer Service Representative Agent 3
Ttec Cainta
03.2022 - Current
Customer Service Representative 2 Escalation 1
Iqor Davao
12.2020 - 03.2022
Bachelor of Science - Business Administration And Economics
University of Santo Tomas
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