Carla Cruel
Taguig
Summary
Proven Customer Service Specialist, excelled at Telus Digital Philippines by leveraging critical thinking and computer proficiency to enhance customer satisfaction. Recognized for outstanding performance, skillfully managing escalated cases, and resolving complex issues, boosting loyalty. Demonstrates customer relations, contributing to a positive service culture.
Overview
1
1
year of professional experience
Work History
Customer Service Representative II
Telus Digital Philippines
02.2024 - Current
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Responded proactively and positively to rapid change.
- Identified and resolved discrepancies and errors in customer accounts.
Customer Service Representative
ResultsCx
08.2023 - 01.2024
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Identified and resolved discrepancies and errors in customer accounts.
- Maintained up-to-date knowledge of product and service changes.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
College Graduate - Bachelor of Elementary Education
Philippine Normal University
Taft Avenue, Manila06.2024
Senior High School Diploma - General Academic Strand
Naga National High School
Tiwi, Albay04.2019
Skills
- Customer service
- Active listening
- Critical thinking
- Customer relations
- Computer proficiency
- Order processing
Timeline
Customer Service Representative II
Telus Digital Philippines
02.2024 - Current
Customer Service Representative
ResultsCx
08.2023 - 01.2024
College Graduate - Bachelor of Elementary Education
Philippine Normal University
Senior High School Diploma - General Academic Strand
Naga National High School
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