Cloyd Ryan Cabrera
Mandaluyong,Metro Manila
Summary
Dedicated and results-driven Customer Service and Technical Support professional with over 8 years of experience in the BPO industry. Proven expertise in customer satisfaction, sales support, and knowledge transfer as a Subject Matter Expert (SME). Consistently recognized for achieving high promoter scores and delivering exceptional service across multiple industries.
Overview
9
9
years of professional experience
Work History
Technical Support Representative
Concentrix Philippines
07.2024 - Current
- Provide troubleshooting and navigation support to customers, ensuring satisfaction with a 72% promoter passing rate.
- Offer product add-ons and solutions to streamline financial management for small to enterprise businesses.
- Generate revenue by upselling relevant products and services.
Customer and Sales Service Representative / SME
Inspiro Relia Inc.
08.2019 - 03.2024
- Assisted customers with orders, warranty inquiries, and refund policies via phone, chat, and email.
- Achieved 85% promoter survey scores consistently.
- Served as SME for 3 years, handling escalated cases and supervisor inquiries.
Customer Service Representative / SME
Sitel Philippines
11.2018 - 07.2019
- Supported customers with billing inquiries, card replacements, refunds, and disputes.
- Maintained 85% promoter scores and trained new hires as SME.
- Generated 83% promoter scores through effective coaching and scripting.
Healthcare Customer Service / SME
Conduent (formerly Xerox Business Outsource Processing)
10.2017 - 10.2018
- Delivered healthcare customer support with 90% promoter scores.
- Promoted to SME after 3 months to train new hires and build positive scripting.
- Facilitated product and service knowledge transfer.
Education
Bachelor Degree - Business Administrator Major in Operations Management
Rizal Technological University
Skills
- Customer Service Excellence
- Technical Troubleshooting
- Sales and Upselling
- Subject Matter Expertise (SME)
- Training and Knowledge Transfer
- Email and Chat Support
- Dispute Resolution
- Positive Scripting
- Technical support
- Troubleshooting
- Call centre experience
- Strategic thinking
Accomplishments
- Consistently achieved promoter scores ranging from 72% to 90% across multiple roles.
- Promoted to SME in three different organizations due to strong performance and leadership skills.
- Successfully handled escalated cases and supervisor inquiries, ensuring customer satisfaction.
References
Available upon request.
Timeline
Technical Support Representative
Concentrix Philippines
07.2024 - Current
Customer and Sales Service Representative / SME
Inspiro Relia Inc.
08.2019 - 03.2024
Customer Service Representative / SME
Sitel Philippines
11.2018 - 07.2019
Healthcare Customer Service / SME
Conduent (formerly Xerox Business Outsource Processing)
10.2017 - 10.2018
Bachelor Degree - Business Administrator Major in Operations Management
Rizal Technological University