Salesforce
DONIMARC HILARIO BAJADOR
Customer Service Representative
Quezon City
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
10
10
years of professional experience
1
1
year of post-secondary education
1
1
Language
Work History
Customer Service Representative
Concentrix
05.2022 - 09.2025
- Provide exceptional customer service by handling incoming calls for inquiries related to online purchases, including delivery, refund, and replacement, ensuring customer satisfaction and resolving issues promptly
- Effectively communicate with customers, demonstrating strong product knowledge and understanding of Samsung Electronics Australia's policies and procedures
- Utilize active listening skills to identify customer needs and provide appropriate solutions, resulting in a high rate of issue resolution and customer retention
- Collaborate with cross-functional teams to address customer concerns and escalate complex issues, ensuring timely and satisfactory resolution
- Maintain accurate and detailed records of customer interactions and transactions, adhering to data privacy and security protocols
- Consistently meet or exceed performance targets, including call handling time, customer satisfaction ratings, and quality assurance metrics
- Adapt quickly to changes in processes and procedures, demonstrating flexibility and resilience in a fast-paced customer service environment
- Continuously seek opportunities for self-improvement and professional development, actively participating in training programs and staying updated on product knowledge and industry trends
Chat Support Representative
Alorica
04.2021 - 01.2022
- Chat support representative for T-Mobile
- Provided exceptional chat support to customers, effectively resolving concerns related to billing, order status, promotion inquiries, and troubleshooting from their devices
- Maintained a thorough understanding of relevant qualifications and questions to guide customers towards a resolution, ensuring a seamless and satisfactory experience
- Consistently met or exceeded performance targets, achieving high customer satisfaction ratings and positive feedback
- Collaborated with cross-functional teams to address complex customer issues, escalating when necessary to ensure prompt resolution
- Maintained accurate and detailed records of customer interactions, ensuring a comprehensive understanding of their concerns and facilitating efficient follow-up
- Communicated clearly and concisely with customers, avoiding technical jargon and using language that is easily understood
- Consistently proofread all written communication, ensuring accuracy, professionalism, and error-free presentation
- Demonstrated strong problem-solving skills and the ability to think critically in high-pressure situations, effectively resolving customer concerns in a timely manner
Lead Qualifier
Teleserve Asia
02.2016 - 03.2021
- Successfully served as an Lead Qualifier at Teleserve Asia, specializing in auto insurance sales
- Excellent communication skills, both verbal and written.
- Conducted outbound calls to potential customers, effectively communicating the benefits and features of auto insurance policies
- Consistently achieved and exceeded sales targets, demonstrating strong persuasive and negotiation skills
- Built and maintained positive relationships with customers, providing excellent customer service and addressing inquiries and concerns
- Utilized effective sales techniques to identify customer needs and recommend suitable insurance options
- Demonstrated exceptional product knowledge and expertise in the auto insurance industry
- Maintained accurate and detailed records of customer interactions and sales activities
- Collaborated with team members and management to optimize sales strategies and achieve departmental goals
Education
Junior High School -
Judge Feliciano Belmonte Sr. High School
03.2013 - 01.2014
Bachelor's - Computer Science
Asian Institute of Computer Studies
Skills
Customer service
Problem-solving
Active listening
Product knowledge
Call management
Adaptability and flexibility
Complaint resolution
Software
Zendesk
SAP
Knox Portal for Samsung
Hobbies
-I enjoy playing online and mobile games such as League of Legends, Mobile Legends, Honor of Kings, and Audition Next Level.
-I love watching Chinese and Korean dramas.
-I also enjoy reading manga and watching anime
Timeline
Customer Service Representative
Concentrix
05.2022 - 09.2025
Chat Support Representative
Alorica
04.2021 - 01.2022
Lead Qualifier
Teleserve Asia
02.2016 - 03.2021
Junior High School -
Judge Feliciano Belmonte Sr. High School
03.2013 - 01.2014
Bachelor's - Computer Science
Asian Institute of Computer Studies