Charles Almirante
Customer Service Specialist
Davao City,Davao Del Sur
Summary
Knowledgeable and dedicated customer service professional with extensive experience in BPO industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
2
2
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Customer Service Representative
Awesome OS
Davao City, Davao del Sur
09.2020 - Current
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Resolved concerns with products or services to help with retention and drive sales.
- Responded to customer comments and questions via LiveChat during shifts.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Contributed to company achieving and holding industry-leading customer service ratings.
- Researched issues through identification of similar past problems and recommended most appropriate solution.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
Customer Service Representative
Alorica Teleservices, Inc.
Davao City, Davao del Sur
08.2019 - 08.2020
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Cross-trained and backed up other customer service managers.
- Educated customers about billing, payment processing and support policies and procedures.
- Assessed caller accounts to determine [Type] benefits, identify service needs and resolve issues.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Increased efficiency and team productivity by promoting operational best practices.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Optimized customer support by establishing collaborative service environment.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.
Education
Bachelor of Arts - Psychology
University of Mindanao
Davao City 01.2018 - Current
Skills
Order fulfillment
Staff education and training
Keyboarding
Written and oral communication
Service recommendations
Documentation and reporting
Complaint resolution
Route dispatch
Receiving support
Retail store support
Microsoft Office Suite proficiency
Outstanding communication skills
Empathetic and genuine
Administrative support
Shipping procedures understanding
Warehousing functions
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Attended all customer service workshops and seminars offered by the company, effectively improving conflict resolution, response, time management and writing skills that were used on the job.
- Utilized outstanding writing skills to answer customer questions and help them find accurate resources.
- Promoted to Tier 2 Agent for answering ticket inquiries with poise and compassion over a 6-month period.
Timeline
Customer Service Representative
Awesome OS
09.2020 - Current
Customer Service Representative
Alorica Teleservices, Inc.
08.2019 - 08.2020
Bachelor of Arts - Psychology
University of Mindanao
01.2018 - Current