Antonio Requeza Jr.
Dasmarinas
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Email Chat and Phone Support
Pinwheel
11.2021 - 02.2024
- Streamlined response times for chat support, effectively reducing customer wait time.
- Collaborated with team members to provide seamless support to customers across multiple channels.
- Contributed to overall improvement in customer satisfaction scores through empathetic communication and active listening skills.
- Enhanced customer satisfaction by efficiently addressing and resolving email inquiries.
- Supported sales team by answering product-related inquiries via email and chat, contributing to increased conversion rates for potential customers.
Customer Care Team Lead
Peaksupport Global Enterprise
11.2021 - 01.2024
- Analyzed performance metrics to identify areas for improvement and implemented necessary changes.
- Established performance benchmarks for the Customer Care Team based on industry standards and company goals.
- Assisted in hiring decisions by conducting interviews and evaluating potential candidates for the Customer Care Team Lead position.
- Handled escalated customer concerns, resolving situations satisfactorily and restoring clients'' confidence in the company.
Customer Care Supervisor
IQOR Philippines
08.2018 - 05.2021
- Facilitated open communication channels within the team, promoting idea sharing and problem-solving discussions.
- Championed employee development opportunities by identifying skill gaps and recommending relevant training courses.
- Coordinated with other departments to address interdepartmental issues impacting customer care outcomes.
- Collaborated with cross-functional teams to develop solutions for recurring customer complaints.
- Introduced innovative strategies for streamlining workflows, reducing average handle time without sacrificing quality.
- Implemented quality assurance measures to ensure adherence to company standards and policies.
Customer Service Representative
Sitel Philippines
11.2017 - 11.2018
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
Education
Bachelor of Science - Engineering
Technological Institute of The Philippines
Manila 05.2001 -
Skills
Email Etiquette
undefinedCertification
Supervisor Train the Leaders
Timeline
Customer Email Chat and Phone Support
Pinwheel
11.2021 - 02.2024
Customer Care Team Lead
Peaksupport Global Enterprise
11.2021 - 01.2024
Supervisor Train the Leaders
03-2020
Customer Care Supervisor
IQOR Philippines
08.2018 - 05.2021
Customer Service Representative
Sitel Philippines
11.2017 - 11.2018
Bachelor of Science - Engineering
Technological Institute of The Philippines
05.2001 -
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