Caroline Pacito
Subject Matter Expert
Baguio City
Summary
Proven expert in customer service, with a track record of enhancing satisfaction and loyalty at Concentrix and Sitel. Leveraged complaint handling and Microsoft Excel skills to improve first-contact resolution rates and develop a comprehensive knowledge base. Achieved significant process improvements by mentoring teams and analyzing customer feedback, leading to higher efficiency and service excellence.
Overview
8
8
years of professional experience
Work History
Customer Service Subject Matter Expert
Concentrix
01.2020 - Current
- Analyzed customer feedback data to identify trends and opportunities for process improvement initiatives.
- Mentored new hires, providing guidance on best practices, company policies, and exceptional customer service techniques.
- Actively participated in interdepartmental meetings, representing the voice of the customer service function while collaborating with other departments on strategic initiatives.
- Increased first-contact resolution rates through proactive problem-solving and clear communication strategies.
- Acted as the main contact for customer escalations, ensuring prompt and empathetic resolutions.
- Enhanced information accessibility significantly by implementing a comprehensive knowledge base system for all users.
- Facilitated the establishment of departmental goals in harmony with organizational values and mission.
Customer Service Representative
Concentrix
06.2020 - 09.2023
- 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.
Customer Service Representative
Sitel
02.2017 - 01.2020
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
Education
Bachelor of Science - Criminology
University of Baguio
Baguio City 04.2001 -
Skills
Complaint handling
Microsoft Excel
Customer service
Data entry
Technical troubleshooting
Product knowledge
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Supervised team of 15 staff members.
- Achieved 68% Inlier Rate by completing assigned tasks with accuracy and efficiency.
Timeline
Customer Service Representative
Concentrix
06.2020 - 09.2023
Customer Service Subject Matter Expert
Concentrix
01.2020 - Current
Customer Service Representative
Sitel
02.2017 - 01.2020
Bachelor of Science - Criminology
University of Baguio
04.2001 -