AMER JR. BRAZAL
Imus
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
Work History
Viewer Experience Advocate
Teleperformance Philippines
08.2023 - Current
- Collaborated with cross-functional teams to ensure the best possible viewer experience at all times.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
LEVEL II CUSTOMER SERVICE REPRESENTATIVE
TTEC -Philippines
06.2022 - 06.2023
- Provides outstanding customer service which includes attending to customer's concern about hotel, car and flight reservations
- Collaborates with front line support team, partner hotels and car rental partners to develop efficient methods for more complex customer issues
- Offers alternative solution and flight schedules who encounter flight delays, irregular operation due to an airline cancellation
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Reserves airline tickets, negotiating services and preparing itineraries directly through airlines up-to-date inventory and booking platforms.
SCHOOL MANAGER
Chatterbucks Learning Center (Private School)
06.2018 - 05.2022
- Supervise and evaluate all teaching and non-teaching personnel at the site
- Formulated and implemented school safety and security policies.
- Boosted parental engagement through regular newsletters, informative workshops, and open-door policies.
- Manage all school scheduling special events, field trips and maintenance
- Setting appointments and meetings with school administrator, investors, current and prospective clients for the school.
CUSTOMER CARE ASSOCIATE/BACK OFFICE AND FLOOR SUPPORT
iOPEX Technologies Philippines Inc.
11.2016 - 05.2018
- Works on special short-term offline projects, sending emails and responding through live chat to offer customized support for clients
- Trains and coordinates with a team of new customer associates
- Monitors the clients satisfaction levels and develops methods for increasing them.
- Responded proactively and positively to rapid change.
- Created knowledge-base articles and content to share new information with team members.
TECHNICAL SUPPORT/CUSTOMER CARE SPECIALIST
CONCENTRIX DAKSH PHILIPPINES INCORPORATED - Dish Network
01.2016 - 08.2016
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Identified customer issues with products or services, investigated causes and initiated resolutions.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
LEVEL II CUSTOMER SERVICE REPRESENTATIVE
CONCENTRIX DAKSH PHILIPPINES INCORPORATED - Sears Canada
08.2014 - 01.2016
- Uses effective sales and soft-skill communication techniques to qualify prospective clients, presents solutions overcome objections or to convince the client; Responds to telephone inquiries about the company's products or services following standard script and procedures
- Investigates customer's complaints and resolve the problems
- Documents details of telephone conversations and actions taken
- Assists in creating ways for delivering excellent customer service to irate or problematic customers.
Education
Bachelor of Elementary Education (undergraduate) -
BICOL STATE OF APPLIED SCIENCES AND TECHNOLOGIES
Penafrancia Avenue, Naga, City04.2013
High School Diploma -
CAMARINES SUR NATIONAL HIGH SCHOOL
Penafrancia Avenue, Naga City04.2012
Skills
- Possesses good interpersonal and communication skills and manages multitasking effectively
- Flexible and can easily adapt into new roles and responsibilities
- Proficient in MS Office Applications
- A good leader and team player
- Conflict Mediation
- Report Preparation
- Account Updates
- Account updating
References
Ms. Teresita Guevarra, Ttec Incorporated, Cainta, Rizal, Team Leader, teresita.guevarra@ttec.com, 09093403471
Mr. Ian Carlo Maas, Teleperformance Philipines, Molino Bacoor, Cavite Team Leader, iancarlomaas199929@gmail.com, 09086136817
Timeline
Viewer Experience Advocate
Teleperformance Philippines
08.2023 - Current
LEVEL II CUSTOMER SERVICE REPRESENTATIVE
TTEC -Philippines
06.2022 - 06.2023
SCHOOL MANAGER
Chatterbucks Learning Center (Private School)
06.2018 - 05.2022
CUSTOMER CARE ASSOCIATE/BACK OFFICE AND FLOOR SUPPORT
iOPEX Technologies Philippines Inc.
11.2016 - 05.2018
TECHNICAL SUPPORT/CUSTOMER CARE SPECIALIST
CONCENTRIX DAKSH PHILIPPINES INCORPORATED - Dish Network
01.2016 - 08.2016
LEVEL II CUSTOMER SERVICE REPRESENTATIVE
CONCENTRIX DAKSH PHILIPPINES INCORPORATED - Sears Canada
08.2014 - 01.2016
Bachelor of Elementary Education (undergraduate) -
BICOL STATE OF APPLIED SCIENCES AND TECHNOLOGIES
High School Diploma -
CAMARINES SUR NATIONAL HIGH SCHOOL
Similar Profiles
Jerry Pelayo JrJerry Pelayo Jr
Customer Service Representative/Supervisor Operations at Teleperformance PhilippinesCustomer Service Representative/Supervisor Operations at Teleperformance Philippines
Nathaniel AlinaNathaniel Alina
Workforce Manager at Teleperformance PhilippinesWorkforce Manager at Teleperformance Philippines
Arvin BianesArvin Bianes
Quality Assurance Manager at Teleperformance PhilippinesQuality Assurance Manager at Teleperformance Philippines