Benjamin Josue Pareja
Customer Service Profesional
Angeles City, Pampanga
Summary
Experienced professional seeking a challenging role to leverage extensive knowledge and skills in task coordination and management. Thrives on challenges that drive excellence and constantly seeks opportunities for skill enhancement. Motivated to contribute expertise in a stimulating environment that encourages personal development.
Overview
10
10
years of professional experience
Work History
Customer Service Representative IV -LII
Majorel
09.2020 - 12.2023
- Accurately listen to record and respond to customer communications
- Direct incoming customer queries to the advice or service that will best meet their needs
- Work with order systems to solve problems and reach satisfactory conclusion
- Work quickly and efficiently and within company guidelines
- Communicate in a friendly and professional manner with customers internal departments
Subject Matter Expert
Concentrix
06.2019 - 10.2020
- Attend to agent queries relating to call handling and product knowledge
- Semi-coach agents towards improving their performance and call handling opportunities
- Doing spot checks (random barging/side by side call listening)
- Evaluates agent calls for admin task
- Perform other functions as may be assigned from time to time by the supervisor
Customer Service Advisor II
Concentrix
08.2016 - 06.2019
- Provides quality customer service by promptly assisting customers' queries (statement, online, banking, and general information)
- Builds a sustainable relationship of trust through open and interactive communication
- Provides accurate, valid and complete information by using the right method/tools
- Resolves products or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to resolve the issue
- Follows communication procedures, guidelines and policies
Customer Support Associate
Convergys
06.2015 - 04.2016
- Interfaces with customers via inbound, outbound calls, or depending upon client requirements
- It provides customer service and resolution of non-routine problems regarding client's product or services
- Essential Functions/Core Responsibilities
- Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs)
- Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
- Main broad knowledge of client products and/or services
- Prepare complete and accurate work including appropriately notating accounts as required
- Participate in activities designed to improve customer satisfaction and business performance
Collections Specialist
IQOR
05.2014 - 04.2015
- Reconcile customer disputes as they pertain to payment of outstanding balances that are due
- Accountable for reducing delinquency for assigned accounts
- Meet defined department goals and activity metrics
Education
Highschool Graduate - undefined
S' Art Academy Inc.
Angeles City 01.2003 - 1 2007
Skills
Strategic sales knowledge
Training development aptitude
Administrative support
Account management
CRM
Technical Support
Creative problem solving
Complaint resolution
Service standard compliance
Professional telephone demeanor
Report preparation
Training
- ADP (Agent Development Program), Convergys, 2019
- Basic Excel Training, 2019
- RCA Training, 2019
- Coaching Training, 2019
Contacts
- Jelly Lou Filoteo, Supervisor - Operations, 0975-730-2788
- Kenneth Dominic Monico, Supervisor - Operations, 0991-810-0077
Timeline
Customer Service Representative IV -LII
Majorel
09.2020 - 12.2023
Subject Matter Expert
Concentrix
06.2019 - 10.2020
Customer Service Advisor II
Concentrix
08.2016 - 06.2019
Customer Support Associate
Convergys
06.2015 - 04.2016
Collections Specialist
IQOR
05.2014 - 04.2015
Highschool Graduate - undefined
S' Art Academy Inc.
01.2003 - 1 2007