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
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
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