ANGELO A. NABONG
iloilo city
Summary
Experienced professional with solid background in providing expert guidance and solutions. Known for reliability and adaptability in dynamic environments. Exceptional at fostering teamwork and driving successful outcomes.
Overview
8
8
years of professional experience
Work History
SUBJECT MATTER EXPERT
IQOR ILOILO
01.2021 - 07.2023
- Manage team performance and responsible for overall development and performance of the team
- Handle escalated customer calls and guide/assist the agent to take calls and use of customer service tools
- Monitor the daily performance of the assigned team to ensure agents are achieving assigned goal
- Listen to calls, to grade for quality assurance, as well as coach them on ways to improve their overall performance
- Deliver accurate information and guidance to process/procedures/policies
- Listen to calls, to grade for quality assurance, as well as coach them on ways to improve their overall performance
- Identifying agent’s opportunities, providing learnings and coaching opportunities
- Conduct follow up monitoring to ensure action plans are being applied on the calls
- Coordinate with team leads and provide agents opportunities and improvement
- Conduct meeting with manager to discuss about process improvement and business review
Customer Care Representative
Iqor
04.2018 - 01.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Investigated and resolved customer inquiries and complaints quickly.
- Answer billing and appointment concerns
- Process sales and payment
CSR BILLING
TRANSCOM ILOILO
03.2015 - 03.2018
- Review billing concerns on an individual basis which includes, but not limited to investigating and managing all credits, refunds chargebacks and subscription extension
- Identify customers issues and find a workable solution
- Handling customer complaints
- Maintaining customers records by updating their account information
- Recommending potential product and services to suit a customer’s needs
CSR TECHNICAL SUPPORT
TRANSCOM ILOILO
03.2015 - 03.2018
- Assist clients with general support for hardware, network connection and external software
- Sending truck roles
- Recommending potential product and services to suit a customer’s needs
Education
Bachelor of Science - Hotel, Resort And Restaurant Management
St. Anthony's College
San Jose, Province Of Antique, Philippines10-2013
Skills
- Dependable
- Adaptable
- Flexible
- Ability to prioritize
- Meet deadlines
- Strong work ethic
- Highly productive
- Coordinating with others
- Attention to detail
- Multitasking Abilities
- Time management
- Strong analytical skills
- Adaptability
Timeline
SUBJECT MATTER EXPERT
IQOR ILOILO
01.2021 - 07.2023
Customer Care Representative
Iqor
04.2018 - 01.2021
CSR BILLING
TRANSCOM ILOILO
03.2015 - 03.2018
CSR TECHNICAL SUPPORT
TRANSCOM ILOILO
03.2015 - 03.2018
Bachelor of Science - Hotel, Resort And Restaurant Management
St. Anthony's College
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