CHRISTIAN GUTAL
Customer Service Representative
Taguig,Metro Manila
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. With 10 years of BPO expertise and very passionate about building meaningful connections and effective communication to provide satisfactory solutions to both clients and stakeholders.
Overview
10
10
years of professional experience
Work History
Customer Solutions Officer
Citibank, BGC Taguig
06.2020 - Current
- US MRC Retail Banking and US Credit Cards, ThankYou Rewards Advocate (Voice)
- Managed over 80-90 calls per day
- Performed general servicing and problem solving to resolve client request regarding products and services
- Resolved concerns with products or services to help with retention and drive sales
Promag300 Product Distributor
Ultraproactive Marketing Inc.
Taguig
11.2019 - 10.2022
- (Self Employment)
- Built relationships with customers to encourage repeat business.
- Solved customer challenges by offering relevant products and services.
- Generated new sales leads to achieve and exceed monthly sales goals.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Exposure in using Shopify Platform and Facebook Ads and Google Analytics and SEO optimization
CSR
Guru at Shopify, LizardBear Tasking Inc
06.2019 - 02.2020
- LOB: US Shopify Blended, (Email, Chat and Voice)
- Managed over 50-80 service tickets daily
- Effectively multi-tasked while servicing 2-3 chat concurrency and efficiently closing tickets in Zendesk
- Developed very strong problem solving skills in resolving issues clients are facing on their online stores.
- Exposure in basic HTML, JavaScript and design
Senior Customer Service Specialist
Teleperformance McKinley, Global, Solutions Inc, LOB
05.2017 - 06.2019
- Barclays UK Corporate Cards (Voice)
- Provided support to valued clients and businesses across the UK using the Barclays.Net online banking platform for payroll payment processing, business transactions and large scale payments domestic or international.
- Handled sensitive customer data responsibly, adhering strictly to privacy regulations and safeguarding confidential information from unauthorized access or disclosure
- Developed and implemented customer service policies and procedures
Fraud Specialist
Telus International Market, LOB
01.2016 - 03.2017
- MasterCard US (Voice Inbound and Outbound)
- Monitor client’s accounts by using FICO Systems
- Ensure that outbound cases are completed daily
- Identified suspicious patterns through examination of financial documents, leading to successful fraud prosecutions
- Managed caseload efficiently while prioritizing high-risk cases for timely resolution
Customer Service Representative
Teleperformance SM Aura, JP Morgan Chase US
06.2015 - 12.2015
- Cards (Voice)
- Balanced multiple tasks simultaneously without compromising quality or customer satisfaction in a fast-paced setting
- Handled difficult situations calmly and professionally, resolving customer complaints while maintaining a positive atmosphere
Customer Service Representative
Sitel OJV Pasig, LOB
06.2014 - 10.2015
- Sears Repair (US)
- Provides basic technical support for appliances issues
- Setting of appointments for appliance repairs
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations
Education
Bachelor of Science in Business - Environmental Management And Sustainable Development
Meridian International College
McKinley Taguig 06.2011 - 05.2012
High School Diploma -
Taguig Science High School, CP Tinga Hagonoy
CP Tiñga, Taguig City 06.2007 - 03.2011
Bachelor of Science - Information Technology
Mapua Malayan Digital College
Virtual 07.2024 - Current
Skills
Customer Service
Call Management
Complaint Resolution
Problem-solving Abilities
Customer Relations
Computer Proficiency
Microsoft Office Tools
E-Commerce, Shopify
Timeline
Bachelor of Science - Information Technology
Mapua Malayan Digital College
07.2024 - Current
Customer Solutions Officer
Citibank, BGC Taguig
06.2020 - Current
Promag300 Product Distributor
Ultraproactive Marketing Inc.
11.2019 - 10.2022
CSR
Guru at Shopify, LizardBear Tasking Inc
06.2019 - 02.2020
Senior Customer Service Specialist
Teleperformance McKinley, Global, Solutions Inc, LOB
05.2017 - 06.2019
Fraud Specialist
Telus International Market, LOB
01.2016 - 03.2017
Customer Service Representative
Teleperformance SM Aura, JP Morgan Chase US
06.2015 - 12.2015
Customer Service Representative
Sitel OJV Pasig, LOB
06.2014 - 10.2015
Bachelor of Science in Business - Environmental Management And Sustainable Development
Meridian International College
06.2011 - 05.2012
High School Diploma -
Taguig Science High School, CP Tinga Hagonoy
06.2007 - 03.2011