Alvin Flores
San Jose Del Monte,Bulacan
Summary
Dedicated professional with expertise in customer service, complaint handling, and problem solving. Demonstrates strong skills in conflict resolution and computer literacy, including proficiency in Microsoft Excel and Word. Committed to enhancing operational efficiency and delivering exceptional service quality.
Overview
1
1
Language
12
12
years of professional experience
Work History
Customer Service Associate
Accenture Inc
Quezon CIty, Philippines
08.2021 - 07.2026
- Provided excellent customer support and guidance while dealing with complex complaints, offering an empathetic approach to maintain loyal customer relationships.
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
- Addressed customer service enquires quickly and accurately.
- Handled difficult customers with empathy and patience, successfully de-escalating tense situations.
- Assisted customers with product-related questions, feedback and complaints.
- Resolved customer queries over phone and by email.
- Supported customer satisfaction, addressing escalated complaints with diplomacy and acknowledgment.
- Maximised customer satisfaction by resolving service issues promptly.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
- Collaborated with the sales team to identify and target customer needs, driving sales through informed recommendations.
- Responded to customer emails, letters and phone calls within company's communication targets.
- Built rapport with customers through courteous and professional communications.
- Processed and issued product orders and service upgrades for customers.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
Billing Customer Service Representative
Afni Philippines
Quezon City, Philippines
02.2018 - 07.2021
- Resolved billing queries through detailed account analysis and effective communication.
- Built rapport with customers through courteous and professional communications.
- Processed customer payments via telephone and online platforms, ensuring accurate account updates.
- Processed refunds, exchanges and service requests for customers.
- Implemented stress management techniques for handling high-volume call periods, maintaining composure and professionalism.
- Addressed customer service enquires quickly and accurately.
- Handled high-volume telephone calls to address and resolve customer queries.
- Delivered clear, concise billing explanations to customers, improving understanding and satisfaction.
- Maximised customer satisfaction by resolving service issues promptly.
- Kept detailed records of customer interactions for future reference.
Customer Service Associate
Startek Philippines
Makati City, Philippines
08.2016 - 02.2018
- Provided excellent customer support and guidance while dealing with complex complaints, offering an empathetic approach to maintain loyal customer relationships.
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
- Addressed customer service enquires quickly and accurately.
- Handled difficult customers with empathy and patience, successfully de-escalating tense situations.
- Assisted customers with product-related questions, feedback and complaints.
- Resolved customer queries over phone and by email.
- Supported customer satisfaction, addressing escalated complaints with diplomacy and acknowledgment.
- Maximised customer satisfaction by resolving service issues promptly.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
- Collaborated with the sales team to identify and target customer needs, driving sales through informed recommendations.
- Responded to customer emails, letters and phone calls within company's communication targets.
Customer Service Representative
Tech Mahindra
Quezon City, Philippines
11.2014 - 08.2016
- Assisted customers with product-related questions, feedback and complaints.
- Addressed customer service enquires quickly and accurately.
- Maximised customer satisfaction by resolving service issues promptly.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Built rapport with customers through courteous and professional communications.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
- Assisted in fulfilment of customer orders placed in person, via email, online and by telephone.
- Monitored customer satisfaction metrics, identifying trends and developing strategies to address areas of concern.
- Processed and issued product orders and service upgrades for customers.
Customer Service Representative
Teleperformance
Makati City, Philippines
02.2014 - 08.2014
- Assisted customers with product-related questions, feedback and complaints.
- Addressed customer service enquires quickly and accurately.
- Maximised customer satisfaction by resolving service issues promptly.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Built rapport with customers through courteous and professional communications.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
- Assisted in fulfilment of customer orders placed in person, via email, online and by telephone.
- Monitored customer satisfaction metrics, identifying trends and developing strategies to address areas of concern.
- Processed and issued product orders and service upgrades for customers.
- Developed customer service guidelines and procedures, standardising response times and quality of service across the team.
- Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.
- Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.
- Monitored customer surveys and feedback to develop corrective actions for service-related issues.
Education
Bachelor of Science - Marine Transportation
Philippine Maritime Institute
Quezon City, Philippines 06.2006 - 10.2006
Skills
- Customer service
- Complaint handling
- Problem solving
- Conflict resolution
- Microsoft Excel
- Microsoft Word
- Computer Litetacy
Languages
English
Proficient
C2
Timeline
Customer Service Associate
Accenture Inc
08.2021 - 07.2026
Billing Customer Service Representative
Afni Philippines
02.2018 - 07.2021
Customer Service Associate
Startek Philippines
08.2016 - 02.2018
Customer Service Representative
Tech Mahindra
11.2014 - 08.2016
Customer Service Representative
Teleperformance
02.2014 - 08.2014
Bachelor of Science - Marine Transportation
Philippine Maritime Institute
06.2006 - 10.2006