Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Hi, I’m
Brix Nicolai Orial
Parañaque
Summary
Overview
3
years of professional experience
Work History
IBEX Global Solutions INC.
Customer Service Representative
05.2024 - Current
Job overview
- Coordinated handling of logistics and altered delivery services for U.S. clients.
- Resolved issues by addressing concerns via phone.
- Arranged delivery collections for commercial and residential clients.
- Delivered comprehensive information on shipping options.
- Offer solutions and suggestions to customers on package delivery.
Teleperformance Philippines
Operations Supervisor
11.2023 - 05.2024
Job overview
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Reduced employee turnover by fostering a positive work environment and addressing employee concerns promptly.
Teleperformance Philippines
Escalation Agent
03.2023 - 11.2023
Job overview
- Resolved complex caller issues through effective de-escalation methods.
- Guided agents through resolving customer problems by leveraging suitable articles and tools.
- Researched requests and delivered effective solutions.
Teleperformance Philippines
Customer Service Representative
09.2021 - 03.2023
Job overview
- Handled incoming calls, resolving various member needs effectively.
- Utilized various tools to pinpoint issues.
- Communicated timely updates to members and ensured all promises were monitored closely.
- Handled healthcare insurance account maintenance (e.g. ordering ID cards and policy booklets) and monthly premium payments.
- Reviewed health insurance claims for medical and pharmacy (e.g. doctor visits, prescriptions).
Education
Immaculate Heart of Mary College-Parañaque Parañaque
High School Diploma from Science, Technology, Engineering, And Mathematics
University Overview
Skills
- Active listening
- Critical thinking
- Data entry
- Relationship building
- Problem resolution
- Computer proficiency
- Complaint handling
- Payment processing
- Complaint resolution
- Call management
- Product knowledge
- Documentation
- Microsoft PowerPoint
- Microsoft Excel
- Microsoft outlook
- De-escalation techniques
- Building rapport
- Customer education
Accomplishments
Accomplishments
- Received Top agent awards at Teleperformance Philippines.
- Received Top agent award at IBEX GLOBAL SOLUTIONS INC.
Timeline
Customer Service Representative
IBEX Global Solutions INC.
05.2024 - Current
Operations Supervisor
Teleperformance Philippines
11.2023 - 05.2024
Escalation Agent
Teleperformance Philippines
03.2023 - 11.2023
Customer Service Representative
Teleperformance Philippines
09.2021 - 03.2023
Immaculate Heart of Mary College-Parañaque
High School Diploma from Science, Technology, Engineering, And Mathematics
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