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 -