Camille Adrienne Villaprudente
Customer Service Expert
Iloilo City
Summary
Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor. Dependable professional with experience providing administrative, organizational and customer service support in virtual environments. Proficient in MS Office, G Suite, Asana, Slack and other productivity tools. Possess strong communication and problem-solving skills with time management expertise to consistently meet objectives.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
Work History
Team Leader
iQor
Iloilo city
03.2022 - 03.2023
- Mentored and guided employees to foster proper completion of assigned duties.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Evaluated customer needs and feedback to drive performance improvements.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Collected, arranged, and input information into database system.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Generated reports detailing findings and recommendations.
- Evaluated staff performance and provided coaching to address inefficiencies.
Training Assistant
iQor
Iloilo city
03.2022 - 03.2023
- Developed and implemented successful onboarding program.
- Established and maintained quality control standards.
- Developed job-specific competencies and performance standards.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Facilitated virtual, in-person and blended learning sessions.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Evaluated training delivery methods to optimize effectiveness.
- Assessed skill gaps for employees and developed training courses to meet identified needs.
- Used surveys, focus groups and interviews to assess and determine training needs.
- Developed assessment surveys, feedback and monitoring systems to drive analysis for training program reporting.
- Designed and delivered web-based, self-directed learning materials.
- Developed and executed performance management programs to increase employee engagement and productivity.
- Analyzed and evaluated training effectiveness and program outcomes.
Customer Service Representative
iQor
Iloilo city
11.2021 - 03.2022
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Documented and detailed calls and complaints using call center's CRM database.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
Customer Service Representative
Teletech
Iloilo city
05.2021 - 10.2021
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Documented and detailed calls and complaints using call center's CRM database.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Provider Data Management Specialist
Carelon
Iloilo city
08.2020 - 05.2021
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Cultivated interpersonal skills by building positive relationships with others.
- Developed and maintained courteous and effective working relationships.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Skilled at working independently and collaboratively in a team environment.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Identified issues, analyzed information and provided solutions to problems.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Technical Support Representative
Transcom
Iloilo city
09.2019 - 02.2020
- Managed high levels of call flow and responded to cable, home phone, internet and mobile phone technical support needs.
- Translated complex technical issues into digestible language for non-technical users.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Researched product and issue resolution tactics to address customer concerns.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Responded to customer inquiries and provided technical assistance to the customer.
Customer Service Representative
Inspiro
Iloilo city
12.2015 - 01.2016
- Updated account information to maintain customer records.
- Provided primary customer support to internal and external customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted available products and services to customers during service, account management, and order calls.
- Promptly responded to inquiries and requests from prospective customers.
- Responded proactively and positively to rapid change.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Managed timely and effective replacement of damaged or missing products.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
Bachelor of Science - Bachelor of Science in Fisheries
University of The Philippines Visayas
Miagao, Iloilo, Philippines 06.2013 - 06.2017
Skills
Team management
Key performance indicators
Staff education and training
Daily workflow improvement
Employee Evaluation
Performance improvement
Planning and Coordination
Quality assurance
Employee Development
Knowledge database understanding
Teamwork and Collaboration
Decision-Making
Teambuilding
Problem-Solving
Administrative support
Office management
Records management
Spreadsheet management
Customer relations and communications
Employee timesheet processing
Office administration
Report analysis
Scheduling and calendar management
Meeting arrangements
Social media knowledge
Multi-line phone proficiency
Project planning
Customer and client relations
Strategic sales knowledge
CRM
Professional telephone demeanor
Service standard compliance
Key stakeholder relationship building
Technical Support
Creative problem solving
Training development aptitude
Recordkeeping strengths
Account management
Training material development
Classroom expertise
Project implementation
Data organization
Workshop coordination
Online training experience
Google Workspace
Interpersonal Communication
Organization and Time Management
Critical Thinking
Microsoft Office Suite
Timeline
Team Leader
iQor
03.2022 - 03.2023
Training Assistant
iQor
03.2022 - 03.2023
Customer Service Representative
iQor
11.2021 - 03.2022
Customer Service Representative
Teletech
05.2021 - 10.2021
Provider Data Management Specialist
Carelon
08.2020 - 05.2021
Technical Support Representative
Transcom
09.2019 - 02.2020
Customer Service Representative
Inspiro
12.2015 - 01.2016
Bachelor of Science - Bachelor of Science in Fisheries
University of The Philippines Visayas
06.2013 - 06.2017