Eddie Carl Depuno
Escalation Specialist & Customer Service Representative 1 & 2
Cainta, Rizal
Summary
Dynamic customer service professional with a proven track record at Hinduja Global Solutions, excelling in problem-solving and analytical thinking. Recognized for reducing customer complaints through high-quality support and effective communication. Proficient in Salesforce software, demonstrating strong teamwork and collaboration skills to enhance customer satisfaction and drive results.
Overview
8
8
years of professional experience
Work History
Tier 2 Customer Service Representative - US Retail
Hinduja Global Solutions
02.2025 - 07.2025
- Utilized problem-solving skills to address customer complaints.
- Served as an escalation point for challenging cases, taking ownership of complex problems until satisfactory resolutions were achieved.
- Coordinated with the team to share workload during peak periods, ensuring optimal service delivery and minimal customer wait times.
- Contributed to a reduction in overall customer complaints by consistently delivering high-quality support interactions.
Email Support Representative - US Logistics
Transcom Worldwide Inc. Ph.
08.2024 - 01.2025
- Maintained a high level of accuracy in all email correspondences, ensuring that customers received clear and concise information to address their inquiries effectively.
- Streamlined response times for efficient email support, improving overall customer experience.
Escalation Specialist - B2B US Utility Campaign
Intouch Cx
06.2021 - 05.2022
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Championed a customer-centric approach within the escalation team, consistently advocating for clients'' best interests and satisfaction.
- Reduced case resolution time by closely monitoring progress and following up with relevant parties as needed.
- Provided expert guidance to colleagues on resolving high-priority cases, sharing knowledge and expertise across the team.
Senior Customer Service Advocate US E-Learning Acc
HKT Teleservices Ph
06.2018 - 11.2020
- Collaborated with cross-functional teams to address complex customer issues and improve overall experience.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
Sales Associate
MVP Global Marketing Solutions Inc.
02.2017 - 09.2017
- Built relationships with customers to encourage repeat business.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Solved customer challenges by offering relevant products and services.
Education
Bachelor Of Science - Hotel And Restaurant Management
ICCT Colleges
Cainta, Rizal08.2012
Skills
Data entry proficiency
Typing speed
Live chat support
Salesforce proficiency
CRM software
Call handling
Product knowledge
Verbal and written communication
Active listening
Analytical thinking
Problem-solving
Teamwork and collaboration
Time management
Multitasking Abilities
Timeline
Tier 2 Customer Service Representative - US Retail
Hinduja Global Solutions
02.2025 - 07.2025
Email Support Representative - US Logistics
Transcom Worldwide Inc. Ph.
08.2024 - 01.2025
Escalation Specialist - B2B US Utility Campaign
Intouch Cx
06.2021 - 05.2022
Senior Customer Service Advocate US E-Learning Acc
HKT Teleservices Ph
06.2018 - 11.2020
Sales Associate
MVP Global Marketing Solutions Inc.
02.2017 - 09.2017
Bachelor Of Science - Hotel And Restaurant Management
ICCT Colleges