Carla Corazon Magrare
Customer Service Associate
Trece Martires City, Province Of Cavite
Summary
Customer Retention Specialist succeeds in identifying customer needs and utilizing inbound retention strategies. Professional telephone demeanor with sound knowledge of sales retention. Uses problem resolution and de-escalation techniques effectively. Proficient in processing new accounts and explaining services and products to interested customers.
Overview
12
12
years of professional experience
Work History
Retention Specialist
Citibank, NA
09.2018 - Current
- Analyzed customer behavior and data to identify trends and develop customer retention strategies.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Developed strong relationships with key accounts, ensuring ongoing satisfaction and long-term commitment.
- Built constructive customer relationships to improve loyalty and recommendations.
Customer Service Representative
Transcom Worldwide
04.2018 - 08.2018
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Chat Support Representative
Transcom Worldwide
07.2017 - 03.2018
- Reduced escalations to higher-level support teams by successfully addressing customers'' issues at the first point of contact.
- Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Exceeded established KPIs related to response time, resolution rate, and overall quality scores in chat support metrics.
Technical Support Representative
Transcom Worldwide
02.2014 - 07.2017
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
Collection Customer Service Representative
Transcom Worldwide
07.2012 - 02.2014
- Proficiently managed a high-volume workload of inbound calls from customers seeking assistance with their past-due balances.
- Educated customers on their financial obligations, offering guidance on budgeting and repayment options tailored to their individual circumstances.
- Improved customer satisfaction by promptly addressing and resolving collection inquiries and concerns.
- Collaborated with the billing department to resolve discrepancies in account balances and ensure accurate invoicing for customers.
Education
No Degree - Business Management
Cavite State University
Indang Cavite 04.2001 -
Skills
Customer Retention Strategies
Customer Relations
Upselling and Cross Selling
Cross-Functional Communication
Employerinformation
Citigroup Business Process Solutions Pte. Ltd. Philippines, 14thF South 34th St., Bonifacio Global City Taguig 1214
Personal Information
Date of Birth: 09/18/1987
Timeline
Retention Specialist
Citibank, NA
09.2018 - Current
Customer Service Representative
Transcom Worldwide
04.2018 - 08.2018
Chat Support Representative
Transcom Worldwide
07.2017 - 03.2018
Technical Support Representative
Transcom Worldwide
02.2014 - 07.2017
Collection Customer Service Representative
Transcom Worldwide
07.2012 - 02.2014
No Degree - Business Management
Cavite State University
04.2001 -
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