Results-driven customer service professional with a strong ability to manage high-volume inquiries and de-escalate conflicts. Skilled in leveraging active listening and CRM tools to enhance customer satisfaction and streamline support processes.
Hi, I’m
Arci Aljonel Afundar
Customer Service Professional
Manila,NCR
Summary
Overview
4
Certifications
9
Months of Professional Experience
Work History
Amazon Philippines
Customer Service Representative
09.2025 - 01.2026
Job overview
- Managed high-volume customer inquiries via call, achieving over 90% resolution rate through effective decision-making and adherence to policy.
- De-escalated customer complaints and retained at-risk accounts by utilizing active listening and resolution tools.
- Collaborated with cross-functional teams to resolve recurring issues, enhancing customer experience feedback and reducing average handling time.
- Documented customer interactions using CRM systems to ensure accurate record-keeping and follow-up.
Sutherland Global Services
Customer Service Representative
07.2024 - 01.2025
Job overview
- Resolved daily inbound calls and chats across streaming accounts, maintaining 90%+ customer satisfaction score
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Documented interactions and escalated complex cases to Tier 2 for resolution
- Built rapport with customers through active listening, contributing to higher retention rates and positive client feedback
Education
Buting Senior High SchoolPasig, Metro Manila, Philippines
High School Diploma
07-2021
University Overview
- Degree Awarded with Honor
- Recipient of [3rd Place Science Journalism], [2019-2020]
Skills
Customer Service Skills
CRM expertise
Salesforce
Troubleshooting
Data Entry & Documentation
Multichannel support
Case Management
Efficiency
Technical & Communication Skills
Conflict Resolution & De-escalation
Active listening
Office suite proficiency
Certification
No Longer a Call Center Virgin Awardee
Timeline
Customer Service Representative
Amazon Philippines
09.2025 - 01.2026
Customer Service Representative
Sutherland Global Services
07.2024 - 01.2025
Buting Senior High School
High School Diploma