Summary
Overview
Work History
Education
Skills
Timeline
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Danica Empa

Hotel And Restaurant Management
Davao City

Summary

Dynamic customer service professional with proven expertise at Iqorph in resolving escalated issues and enhancing client satisfaction. Skilled in active listening and complaint resolution, I effectively managed high-stress situations, leading to increased customer loyalty and retention. Adept at product knowledge, I consistently provided tailored solutions to meet diverse customer needs.

Overview

5
5
years of professional experience

Work History

Service Dispatch/Customer Service Representative

Iqorph
09.2022 - Current
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • 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.
  • Made outbound lead follow-ups to potential and existing customers by telephone and email to qualify leads and sell products and services.

Customer Service Representative

Concentrix
09.2020 - 04.2022
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer requests for products, services, and company information.

Education

Vocational - Vocational- Hotel And Restaurant Management

Assumption College of Davao
Davao City, Province Of Davao Del Sur, Philippines
04.2001 -

Skills

    Customer service

    Problem-solving

    Active listening

    Product knowledge

    Call management

    Adaptability and flexibility

    Complaint resolution

    Time management

    Call center experience

Timeline

Service Dispatch/Customer Service Representative

Iqorph
09.2022 - Current

Customer Service Representative

Concentrix
09.2020 - 04.2022

Vocational - Vocational- Hotel And Restaurant Management

Assumption College of Davao
04.2001 -

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Danica EmpaHotel And Restaurant Management