ARTURO SUNES III
Trece Martires City
Summary
Dynamic and customer-focused professional with 8 years of experience as a Customer Service Representative and 2 years as a Fast Food Server. Proven ability to deliver exceptional service in both fast-paced customer service environments and high-volume foodservice settings. Skilled in handling customer inquiries, resolving issues, and managing complex situations with a calm, solution-oriented approach. Strong interpersonal and communication skills, with a track record of exceeding customer expectations and building lasting relationships. Known for attention to detail, time management, and working efficiently under pressure. Eager to apply diverse experience to drive customer satisfaction and contribute to organizational success.
Overview
16
16
years of professional experience
Work History
Senior Agent
iQor PH
05.2023 - Current
- Assist customers with inquiries related to mobile plans, billing, account management, and device features.
- Troubleshoot technical issues, such as connectivity problems, device malfunctions, and network coverage concerns.
- Provide guidance on using T-Mobile apps, services, and features effectively.
- Resolve billing discrepancies, process payments, and manage account adjustments.
- Support customers in upgrading devices, adding new lines, or modifying their existing plans.
- Handle complaints or escalations with professionalism, aiming to provide timely and satisfactory resolutions.
- Promote T-Mobile products, services, and special offers to customers, ensuring they receive value-added options tailored to their needs.
- Educate customers about loyalty programs, promotions, and device protection plans.
- Collaborate with internal teams to resolve customer issues and escalate unresolved matters when necessary.
- Maintain accurate records of customer interactions and transactions in CRM systems.
- Consistently meet or exceed performance metrics, such as customer satisfaction scores (CSAT), resolution time, and call quality standards.
Customer Service Representative
Concentrix CVG Phil.
06.2022 - 02.2023
- Assist customers with booking accommodations, modifying reservations, and cancelations.
- Provide accurate information about accommodations, policies, and travel destinations.
- Resolve customer complaints related to bookings, refunds, or unexpected issues during their stay.
- Maintain accurate records of customer interactions and issues in CRM systems.
- Meet or exceed performance metrics, such as first-call resolution, customer satisfaction scores (CSAT), and response time.
- Assist in resolving overbooking or technical issues in property management systems.
Senior Customer Service Specialist
Concentrix CVG Phil.
10.2016 - 09.2021
- Manage customer inquiries regarding FedEx shipping, tracking, delivery schedules via phone, email, or chat.
- Assist with booking shipments, and guiding customers on service options.
- Track and monitor shipments, providing real-time updates and ensuring delivery timelines are met.
- Resolve shipping issues such as delays, lost packages, or damaged goods with professionalism and empathy.
- Process claims for lost or damaged shipments in accordance with FedEx policies.
- Provide technical assistance with shipping tools and platforms, such as label printing and account management.
- Collaborate with internal FedEx teams (operations, dispatch, and customs) to address escalations and optimize logistics workflows.
- Maintain accurate records of customer interactions and transactions using CRM tools.
- Stay updated on FedEx services, policies, and promotions to educate customers effectively.
- Continuously uphold FedEx’s standards for fast, dependable, and high-quality service.
- Lead a small group of people as SME (Subject Matter Expert).
Fast Food Server
McDonald's
05.2010 - 09.2012
Customer Service
- Greet customers warmly and take orders accurately at the counter, drive-thru, or via digital kiosks.
- Answer questions about menu items, ingredients, and promotions, ensuring a smooth ordering experience.
- Handle customer complaints or special requests professionally, resolving issues promptly.
- Assemble and serve orders efficiently, following McDonald’s quality and safety standards.
- Prepare and package menu items, including burgers, fries, beverages, and desserts, ensuring consistency and presentation.
- Operate kitchen equipment, such as fryers, grills, and beverage dispensers, safely and effectively.
- Maintain cleanliness in dining areas, counters, restrooms, and kitchen spaces to ensure a safe and pleasant environment.
- Follow food safety regulations, including proper storage, handling, and sanitation practices.
- Restock condiments, napkins, and supplies to ensure availability for customers.
Fast Food Server
Jollibee Foods
01.2009 - 06.2009
Customer Service
- Greet customers with a warm smile and assist them in placing orders at the counter, drive-thru, or via self-service kiosks.
- Answer customer inquiries about menu items, promotions, and meal customization options.
- Address customer complaints or special requests promptly and courteously to ensure satisfaction.
- Prepare and assemble menu items, including burgers, chicken, spaghetti, and desserts, following Jollibee’s recipes and presentation standards.
- Ensure food is prepared fresh, accurately, and delivered promptly to customers.
- Operate kitchen equipment, such as fryers, grills, and beverage machines, safely and efficiently.
- Maintain a clean and organized work area, including kitchen, dining, and restroom spaces, in compliance with sanitation and safety standards.
- Wash, sanitize, and store utensils and equipment after use.
- Restock food, condiments, utensils, and other supplies as needed.
Education
Bachelor of Arts - Communication Service Management
University of Makati
Makati City, Metro Manila, Philippines01.2013
No Degree - Secondary Education
Benigno Ninoy Aquino High School
Makati City, Metro Manila, Philippines03-2008
Skills
- Problem-solving
- Communication Skills
- Active listening
- Empathy and Patience
- Teamwork
- Time Management
- Interpersonal Skills
- Conflict Resolution
- CRM Tools
- Multitasking with Technology
- Basic Technical Troubleshooting
- SME leadership
Languages
English
Filipino
Timeline
Senior Agent
iQor PH
05.2023 - Current
Customer Service Representative
Concentrix CVG Phil.
06.2022 - 02.2023
Senior Customer Service Specialist
Concentrix CVG Phil.
10.2016 - 09.2021
Fast Food Server
McDonald's
05.2010 - 09.2012
Fast Food Server
Jollibee Foods
01.2009 - 06.2009
Bachelor of Arts - Communication Service Management
University of Makati
No Degree - Secondary Education
Benigno Ninoy Aquino High School
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