Carl Maurice Andrade
Angono
The way to get started is to quit talking and begin doing.
Walt Disney
Summary
With over 10 years of collective experience in customer service, I specialize in leading high-performing teams to deliver exceptional customer experiences. I am passionate about fostering a collaborative environment that empowers my team to exceed goals while ensuring customer satisfaction remains a top priority. Committed to team development, life-long learning, and contributing to team success.
Overview
13
13
years of professional experience
Work History
Customer Success Associate
InsightSoftware
02.2023 - 11.2024
- Collaborated with cross-functional teams to address client issues promptly, resulting in faster resolutions and increased client satisfaction.
- Improved customer satisfaction by quickly addressing and resolving concerns with products or services.
- Enhanced customer retention through personalized follow-up and proactive outreach initiatives.
- Developed tailored solutions for clients based on their unique needs, fostering long-term relationships and loyalty.
- Provided expert advice to customers regarding product features, usage, and best practices, enhancing their overall experience with the company.
People Leader
Quantrics International Enterprise
12.2015 - 02.2023
- Managed 12-15 employees to reduce workflow stoppage and achieve on-time project completion.
- Created and implemented forward-thinking initiatives to improve employee engagement.
- Provided guidance on policies and procedures to harmonize responses, provide appropriate investigation actions, and reach resolution of grievances.
- Retained 100% protocol on management tools and procedural accuracy.
Order Support Specialist
Sprint Nextel
01.2015 - 01.2016
- Maximized customer satisfaction by checking outgoing documents and shipment labels for accuracy and conformance to outlined customer requirements and preferences
- Informed customers by mail or telephone of order information such as unit prices, shipping dates and anticipated delays
- Processed and handled customer complaints, answering questions and providing alternative solutions
Customer Service Associate
Transcom
01.2012 - 01.2015
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Provided primary customer support to internal and external customers
- Offered basic technical support for clients on wide range of company products
Education
Bachelor of Science - Nursing
03.2012
Skills
- Customer relations and communications
- Behavioral management
- People management
- Goal Analysis
- Data Analysis
- Action Plan development
Technical Skills
MS Office Suite | Google Suite | Salesforce | Amdocs | Zendesk | Salesloft | Jira | Netsuite |
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeContract WorkWork Location
RemoteHybridImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsWork from home optionLanguages
English
Bilingual or Proficient (C2)
Interests
Books
PC and Console games
Sports
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