Chad Mairo Villareal
Senior Process Executive
Pasig
Summary
Senior Process Executive experienced in balancing customer service and support objectives with innovative process improvement and execution. Skilled in Salesforce CRM, research and aggregating data insights. Client-focused and solutions-oriented with strong analytical mindset to deliver product value proposition.
Overview
6
6
years of professional experience
8
8
years of post-secondary education
2
2
Languages
Work History
Senior Process Executive
Cognizant Technology Solutions Corp
Quezon City
08.2021 - Current
- Supported multinational companies with analyzing processes and providing solutions to their business needs.
- Evaluated ongoing processes for possible enhancements and beneficial changes to best practices.
- Leveraged automation tools and techniques to manage data, optimize workflow and increase efficiency.
- Collaborated with peers to measure ongoing process performance, enacting changes based on historical data.
- Investigated basic issues and escalated more complicated concerns.
Customer Service Specialist
Sykes Philippines
Taguig City
01.2020 - 06.2021
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
Customer Service Representative
24-7Intouch Philippines
Quezon City
02.2019 - 01.2020
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Technical Support Representative
Convergys
Quezon City
05.2018 - 01.2019
- Provided documentation on troubleshooting of technical processes to support desk staff.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Monitored systems in operation and quickly troubleshot errors.
Technical Support Associate
Telus International Philippines
Taguig City
09.2017 - 04.2018
- Supported customers with Domain issues and how it will be implemented in their systems.
- Performed quality assurance and quality control assessments of support ticket fulfillment.
- Communicated technical findings via lay terminology to keep interdepartmental teams informed on vital developments.
Merchant Chargeback Analyst
Telus International Philippines
Quezon City
05.2016 - 09.2017
- Efficiently worked on chargeback cases and make sure that they are accurate as per the client's policies.
- Handled 140 cases per day to address customer inquiries and concerns.
- Resolved problems, improved operations and provided exceptional service.
Education
Certified Salesforce Administrator -
Trailblazer by Salesforce
Remote 09.2021 - 09.2021
Bachelor of Science - Computer Science
New Era University
Diliman, Quezon City 06.2014 - Current
Skills
Technical skills
Good communication skills
Excellent written and oral communication
CRM
Salesforce Admin experience
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Judge a man by his questions rather than his answers.
Voltaire
Timeline
Certified Salesforce Administrator -
Trailblazer by Salesforce
09.2021 - 09.2021
Senior Process Executive
Cognizant Technology Solutions Corp
08.2021 - Current
Customer Service Specialist
Sykes Philippines
01.2020 - 06.2021
Customer Service Representative
24-7Intouch Philippines
02.2019 - 01.2020
Technical Support Representative
Convergys
05.2018 - 01.2019
Technical Support Associate
Telus International Philippines
09.2017 - 04.2018
Merchant Chargeback Analyst
Telus International Philippines
05.2016 - 09.2017
Bachelor of Science - Computer Science
New Era University
06.2014 - Current