Carlo Haveria
Blk 21 Lot 2, Mahiyain Street, Katapatan Homes Subdivision, Barangay Banaybanay, Cabuyao
Summary
Experienced communication coach with a proven track record in facilitating classes and coaching agents to enhance their communication abilities. Seeking employment with a fast-growing start-up that fosters an environment of success and professional growth, utilizing my skills and knowledge effectively.
Overview
6
6
years of professional experience
Work History
Customer Care Representative
AFNI Philippines
04.2024 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
Customer Care Representative
IQOR
05.2023 - 02.2024
- As a Customer Care Representative, we are the frontline who accommodates the customer's concern, ensure that they will be satisfied in terms of customer service, unfolding adjacent issues, product knowledge, efficiency, and accuracy of providing resolution
- Making sure to bring profit to the company by recommending their brand with excellent customer experience.
- Identified opportunities for upselling or cross-selling products during interactions, increasing revenue generation potential.
Communication Coach
Teleperformance
06.2022 - 02.2023
- A communication coach helps people become better communicators at work; honing their skills to handle customer complaints and to become better at their work.
- Our goal is to develop people by giving our clients perspective, accountability, asking good questions and breaking down the building blocks of being a more effective communicator.
Subject matter Expert
Teleperformance
04.2020 - 06.2022
- As a subject matter expert, we make sure that agents are at goal when it comes to their KPI's by providing the knowledge and expertise in a specific subject, business area, or technical area for a project/program
- Identifying areas where technical solutions would improve business performance base on client's needs.
Advance Technical Support
Teleperformance
10.2018 - 04.2020
- As a Technical Support, we are the frontline who accommodates the customer's complaints, making sure all the concerns will be resolved in terms of customer service, product knowledge, efficiency, and accuracy of providing resolution.
- Improved customer satisfaction by efficiently diagnosing and resolving technical issues.
- Increased efficiency with comprehensive knowledge of company products and services, allowing for quick issue resolution.
Education
Bachelor of Science - Business Management
STI
Quezon City, Novaliches06.2015
Secondary -
Muzon National Highschool
Bulacan, City Of San Jose Del Monte04.2014
Primary -
Molino Elementary School
04.2009
Skills
- Team building
- Decision making
- Customer Service
- Inbound Customer Service
- Call center experience
- Complaint Handling
Awards
- IQOR Lowest Cancellation Rate, 07/01/23
- Teleperformance Top Mi60, 08/01/20
References
- Arwill Recto, Teleperformance, arwillrecto@gmail.com, 09954788253
- Renée Adeva Ruiz, Teleperformance, alrenarcangel@gmail.com, 09611219132
- Francil Soto, Teleperformance, francil.soto@outlook.com, 09997126608
Timeline
Customer Care Representative
AFNI Philippines
04.2024 - Current
Customer Care Representative
IQOR
05.2023 - 02.2024
Communication Coach
Teleperformance
06.2022 - 02.2023
Subject matter Expert
Teleperformance
04.2020 - 06.2022
Advance Technical Support
Teleperformance
10.2018 - 04.2020
Bachelor of Science - Business Management
STI
Secondary -
Muzon National Highschool
Primary -
Molino Elementary School
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