CHRISTIAN RAY LAVA
Customer Service Representative/Emergency Dispatcher
Valenzuela
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
14
14
years of professional experience
2
2
Languages
Work History
Customer service support
AT&T
Quezon City
05.2019 - 01.2020
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Monitored system performance to identify potential issues.
- Developed and implemented preventive maintenance procedures.
- Configured hardware, devices, and software to set up work stations for employees.
Emergency Medical Dispatcher
CyberUs
Valenzuela
08.2022 - Current
- Arranged towing or mechanical assistance for disabled motorists
- Communicate with customers to verify vehicle and confirm vehicle pick up
- Helps distressed motorists get their disabled vehicles back on the road or into garages for repair
- Helps an average of 50-60 motorists per day
- Arranged emergency medical assistance if necessary
- Routed calls to police, fire, and ambulance service to meet individual call needs.
- Read system maps and caller information, and documented details in system.
- Answered calls from automatic routing system and took basic information from callers.
Emergency Dispatcher
Safer Road Rescue
Valenzuela
08.2021 - 07.2022
- Take calls for service, relay the requests to drivers, and monitor the progress of the tow
- Helps distressed motorists get their disabled vehicles back on the road or into garages for repair.
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
- Optimized productivity to improve on-time emergency response and life support.
- Answered calls from automatic routing system and took basic information from callers.
Technical Support
SYKES
06.2020 - 12.2020
- Chat support
- Top 2 agent for September and October
- Managed high levels of call flow and responded to technical support needs.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Used ticketing systems to manage and process support actions and requests.
- Translated complex technical issues into digestible language for non-technical users.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Manager
RLM FOOD CORPORATION
02.2020 - 05.2020
- Managed a food concessionaire business in various locations within Metro Manila
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Accomplished multiple tasks within established timeframes.
Sales Representative
VXI
05.2019 - 01.2020
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Created professional sales presentations and seminars to effectively demonstrate product features and competitive advantages.
- Developed and delivered engaging sales presentations to convey product benefits.
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
WEEKLY HOMEBUYERS LIST, Sales Agent
Chell Fernandez
06.2018 - 09.2018
- Home based work focused on marketing and advertising
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Assisted call-in customers with questions and orders.
- Spoke to customers in native language to increase loyalty and establish relationships.
- Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
Customer Service Representative
SYNCHRONY FINANCIAL
04.2012 - 04.2018
- Customer support specializing on billing and financials
- Subject Matter Expert
- Mentored associates on a one-to-one basis to review KPIs
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Collections Specialist
HSBC ELECTRONIC DATA PROCESSING PHILS. INC
06.2009 - 01.2012
- Top agent 3 consecutive months for 2011
- Used probing techniques to determine debtors' reasons for delinquency.
- Negotiated to collect balance in full.
- Maintained high volume of calls and met demands of busy and productive group.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Education
Undergraduate - Information Technology
AMA COMPUTER COLLEGE
Skills
Extraordinary communicationCustomer serviceListeningSpeedCompassionPhone skillsSalesMS Office
Technical documents comprehension
Staff education and training
Data recovery
Desktop support
Customer service expert
Technical issues analysis
Dependable and Responsible
Interpersonal Communication
Problem-Solving
Timeline
Emergency Medical Dispatcher
CyberUs
08.2022 - Current
Emergency Dispatcher
Safer Road Rescue
08.2021 - 07.2022
Technical Support
SYKES
06.2020 - 12.2020
Manager
RLM FOOD CORPORATION
02.2020 - 05.2020
Customer service support
AT&T
05.2019 - 01.2020
Sales Representative
VXI
05.2019 - 01.2020
WEEKLY HOMEBUYERS LIST, Sales Agent
Chell Fernandez
06.2018 - 09.2018
Customer Service Representative
SYNCHRONY FINANCIAL
04.2012 - 04.2018
Collections Specialist
HSBC ELECTRONIC DATA PROCESSING PHILS. INC
06.2009 - 01.2012
Undergraduate - Information Technology
AMA COMPUTER COLLEGE