EDELINE REGAHAL
CAGAYAN DE ORO CITY,PHILIPPINES/REGION 10
Summary
Customer Service Representative with expertise in conflict resolution and customer relationship management. Efficiently resolves inquiries, fostering client loyalty and enhancing satisfaction. Implements service guidelines to standardise responses and improve quality. Manages complex issues to ensure timely resolutions and adapts strategies based on feedback to elevate satisfaction.
Overview
1
1
Language
1
1
Certification
7
7
years of professional experience
Work History
Customer Service Representative
Teleperformance Philippines
Cagayan de Oro City, Philippines
07.2021 - Current
- Maximised customer satisfaction by resolving service issues promptly.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Assisted customers with product-related questions, feedback and complaints.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
- Addressed customer service enquiries quickly and accurately.
- Built rapport with customers through courteous and professional communications.
- Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
- Monitored customer satisfaction metrics, identifying trends and developing strategies to address areas of concern.
- Developed customer service guidelines and procedures, standardising response times and quality of service across the team.
- Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.
- Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.
Human Resources Assistant
The Site Rocks Corporation
Cagayan de Oro City, Philippines
07.2019 - 09.2020
- Coordinated recruitment processes, including advertising vacancies, scheduling interviews, and liaising with candidates to ensure a smooth hiring experience.
- Assisted with recruiting, background checks and reference checks.
- Evaluated job applications to assess qualifications and relevant experience, contributing to the selection of suitable candidates.
- Organised documentation for recruitment and onboarding procedures.
- Handled inquiries about HR policies, regulations and procedures.
- Maintained and updated personnel records, ensuring accuracy in performance evaluations, salaries, and training documentation.
- Managed accurate and accessible employee data records.
- Administered payroll operations, including calculating overtime, holiday pay, and resolving any discrepancies.
Education
Bachelor of Science - BS Psychology
Liceo de Cagayan University
Cagayan de Oro, MSR01-2008
Household Services
TESDA
Cagayan de Oro, MSRSkills
- Customer service
- Customer relationship management
- Complaint handling
- Call center operations
- Quality assurance
- Performance metrics
- Process improvement
- Onboarding processes
- Data entry
- Payroll administration
- HR policies
- Conflict resolution
- Active listening
- Rapport building
- Time management
Languages
English
Advanced
C1
Certification
- certified
Hobbies and interests
- Cooking
- Dancing
- watching TV Drama
Timeline
Customer Service Representative
Teleperformance Philippines
07.2021 - Current
Human Resources Assistant
The Site Rocks Corporation
07.2019 - 09.2020
Bachelor of Science - BS Psychology
Liceo de Cagayan University
Household Services
TESDA