Clinton Cinco
Mandaue,CEB
Summary
A seasoned leader in customer service, I excelled at Qualfon Philippines Incorporated by spearheading process improvements and team development, significantly enhancing client satisfaction. Expert in conflict resolution and team motivation, my strategies boosted efficiency and fostered a collaborative environment, achieving notable performance enhancements across the board.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Qualfon Philippines Incorporated
03.2010 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Participated in training programs to enhance product knowledge and customer service skills.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Improved resolution time with effective problem-solving for customer complaints.
Customer Service Subject Matter Expert
Qualfon Philippines Incorporated
08.2020 - Current
- Promoted a positive work atmosphere by regularly recognizing top performers'' outstanding achievements within the department.
- Championed a culture of continuous learning within the team, fostering an environment that encouraged skill development and growth opportunities.
- Analyzed customer feedback data to identify trends and opportunities for process improvement initiatives.
- Increased first-contact resolution rates through proactive problem-solving and clear communication strategies.
- Evaluated existing workflows to uncover areas of potential improvement or optimization, leading to more streamlined operations.
- Contributed to the development of departmental goals aligned with the organization''s mission and values.
- Streamlined customer service processes for improved efficiency and increased positive feedback.
- Managed and exceeded performance metrics by consistently monitoring progress against set targets, identifying areas of opportunity, and implementing action plans to address gaps.
- Enhanced customer satisfaction by promptly addressing and resolving complex issues.
- Assisted in the creation of customized solutions for clients based on their specific needs, leading to increased client retention rates.
- Served as the primary point of contact for escalated customer concerns, ensuring timely resolutions while maintaining professionalism and empathy.
- Established and maintained strong relationships with key clients, acting as a trusted advisor for all customer service-related matters.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Collaborated with cross-functional teams to improve overall customer experience and product quality.
- Developed and implemented training programs to increase team knowledge and performance in handling customer inquiries.
Team Leader, Customer Service Process Improvement
Qualfon Philippines Incorporated
04.2024 - Current
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Facilitated decision-making processes within group through open dialogue and consensus-building techniques.
Education
Associate of Applied Science - Computer And Information Systems
Mandaue City College
Mandaue City, Province Of Cebu, Philippines06-2009
Skills
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Team motivation
- Team supervision
- People management
- Coaching and mentoring
- Work Planning and Prioritization
- Documentation and reporting
- Performance improvement
- Analytical thinking
- Overseeing daily activities
- Conflict resolution
- Process improvement
- Team building
- Client support
- Client service
Timeline
Team Leader, Customer Service Process Improvement
Qualfon Philippines Incorporated
04.2024 - Current
Customer Service Subject Matter Expert
Qualfon Philippines Incorporated
08.2020 - Current
Customer Service Representative
Qualfon Philippines Incorporated
03.2010 - Current
Associate of Applied Science - Computer And Information Systems
Mandaue City College
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