Cresencio Buenconsejo
BPO Call Center Agent/CSR
Makati
Summary
As a reliable, friendly, and hardworking Customer Service professional, I excel at quickly mastering new concepts and skills. My passion for helping customers drives me to create satisfying experiences, backed by a strong history of delivering top-notch service and support. With a commitment to polite and professional interactions, I apply my strong communication and problem resolution skills to effectively address each customer issue.
Overview
20
20
years of professional experience
2
2
Languages
Work History
Call Center Representative
Telus International
11.2023 - Current
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Senior Barista
Specialty Caffè and Roastery
03.2015 - 02.2023
- Trained junior baristas to deliver first-class coffee service, from drinks preparation to presentation
- Ensured appropriate coffee equipment maintenance and servicing, effectively reducing operational disruptions
- Monitored staff performance, providing additional training on drinks preparation and service as needed to meet brand standards
- Described menu items to customers and suggested products based on stated preferences
- Paid attention to customer feedback regarding menu offerings and recommended changes, improvements and new menu items
- Ensured appropriate coffee equipment maintenance and servicing, effectively reducing operational disruptions
- Expertly handled daily store operations in the absence of management, providing secure, reliable deputising support
- Monitored staff performance, providing additional training on drinks preparation and service as needed to meet brand standards
- Worked with passion and enthusiasm to motivate junior team members and provide positive customer experiences
Barista
Moodcafe
06.2005 - 02.2012
- Briefed staff clearly on new coffee brews and recipes, ensuring thorough team knowledge to deliver quality beverage service
- Prepared and served hot and cold beverages, including fresh coffee, espresso drinks and brewed teas
- Cleaned equipment, disposed of waste and cashed-up registers for thorough store closing processes
- Maintained highest standards of conduct and personalised customer service
- Greeted and connected with every customer, recommending drinks and pastries
- Provided customers with product details such as coffee blends and preparation descriptions
- Maintained clean and organised workspaces, enabling coworkers to easily locate resources and products
- Described menu items to customers and suggested products based on stated preferences
- Paid attention to customer feedback regarding menu offerings and recommended changes, improvements and new menu items
Education
Higher National Diploma - Automotive
Angeles city national trade school
Angeles city, pampanga 01.1998 - 2 2001
Skills
Brewing techniques
Barista training
Espresso machine maintenance
Specialty coffee
Teamwork and collaboration
Data entry
Account management
Inbound phone call management
Customer service
Customer relationship management
Accomplishments
- Reduced employee turnover by 10% by creating and implementing no-cost incentive program.
- Recognised by management for excellent behaviours, leading to increased higher results.
Timeline
Call Center Representative
Telus International
11.2023 - Current
Senior Barista
Specialty Caffè and Roastery
03.2015 - 02.2023
Barista
Moodcafe
06.2005 - 02.2012
Higher National Diploma - Automotive
Angeles city national trade school
01.1998 - 2 2001
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