ARK MARTIN YAPIT

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Responded to customer requests for products, services, and company information.
• Improved customer satisfaction by providing timely and efficient support for technical issues.
• Facilitated open communication within the team, fostering a collaborative environment that led to improved problem solving capabilities.
• Leveraged insights from customer feedback surveys to drive targeted improvements in the support experience offered by our team members.
• Served as an escalation point for complex technical problems, ensuring timely resolution while maintaining customer satisfaction levels.
• Enhanced team performance by coaching colleagues on best practices in customer service.
• Conducted regular performance reviews to help team members set goals and improve their skill sets.
• Increased customer loyalty by consistently delivering exceptional support experiences.
• Analyzed metrics and trends to identify areas for improvement in the support process, leading to continuous enhancements in service delivery standards.
• Provided coaching and mentoring to employees.
• Mentored junior team members, contributing to their professional growth and ability to handle complex cases independently over time.
• Trained and mentored new personnel hired to fulfill various roles.
• Facilitated virtual, in-person and blended learning sessions.

AT&T MOBILITY (December 2014 - May 2015)

• Handles inbound/outbound calls, respond to customer calls using product knowledge, resolves customer questions and issues, works to build a better customer confidence in the brand.
• When applicable, promotes opportunities for additional product and services.

SUNTRUST BANK (June 2015 - January 2017)

• Assist customer with reviewing bank account, transactions, making payments, online inquiries and reporting fraudulent activity.

JP MORGAN & CHASE (January 2017 - June 2018)

• Assist customer with reviewing credit card transactions, balance transfers, activating new credit cards, banking and online inquiries and reporting fraudulent activity.

Lifelock (June 2018 - April 2019)

• Ensuring customers to have plans which will help them to protect their identity and devices against fraud.

Hilton (April 2019 - December 2019)

• Assists guest's with finding hotel and making reservations, answer inquiries about hotel details, online walkthrough.

• Prepares food and drinks.
• During busy hours, operate cash registers and take food orders, as well.
• Additional job duties may include maintaining clean work stations, taking inventory and unloading shipments from delivery trucks.
• Orient/trains new team members in applying standard procedures needed to be efficient while working under pressure.