Benedick Flores
Pasig, Metro Manila,00
Summary
Customer service professional with proven track record of delivering high-quality support and fostering positive customer relationships. Skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Strong focus on team collaboration, adaptability to changing needs, and achieving impactful results. Known for reliability and results-driven approach.
Overview
9
9
years of professional experience
Work History
Senior Customer Service Representative
Wells Fargo
03.2022 - Current
- Support management in the daily administration of individuals that handle customer inquiries and issues for effective performance and overall effectiveness of customer service team.
- Provide feedback and present ideas for improving or implementing processes and tools with customer service area impact.
- Perform or guide others on complex escalated customer issues or concern that require planning, evaluation and interpretation.
- Prioritize work and provide day to day mentorship to Customer Service Representative.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
Customer Service Representative
Wells Fargo
05.2019 - 03.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- 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.
Customer Service Representative
Teleperformance (JPMC)
04.2016 - 05.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Bachelor of Science - Information Technology
AMA Computer College (Undergrad)
Kapitolyo, Pasig City05-2023
Bachelor of Science - Business Accountancy
Rizal Technological University (Undergrad)
Maybunga, Pasig City04-2007
Skills
- Complaint resolution
- Credit card processing
- Escalation management
- Call center experience
- Process Improvement
- Data Analysis
- People and Project Management
- Customer Service
- KYC
- Personal Loan Processing
Timeline
Senior Customer Service Representative
Wells Fargo
03.2022 - Current
Customer Service Representative
Wells Fargo
05.2019 - 03.2022
Customer Service Representative
Teleperformance (JPMC)
04.2016 - 05.2019
Bachelor of Science - Information Technology
AMA Computer College (Undergrad)
Bachelor of Science - Business Accountancy
Rizal Technological University (Undergrad)
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