Elde R. Siervo Jr
Muntinlupa City
Summary
Highly praised by merchants for exceptional service through a patient and attentive approach, resulting in efficient issue resolution. Demonstrated strong ability to actively listen and understand needs, ensuring positive customer experience. Received numerous commendations for consistently providing top-notch service and exceeding expectations.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Remote Concierge Specialist
UCIT Philippines Inc.
12.2023 - 12.2024
- Addressed calls from pedestals and intercom systems located at entry and exit gates.
- Sending out incident reports and other related reports regarding the interaction
- Mastered video management software including Detexi, Sureview-Immix, and Avigilon.
- Ensured compliance with organizational guidelines for client interactions.
- Stayed informed on site protocols by maintaining current knowledge.
- Ensure all systems are online, noting any malfunctions and notify the Supervisor of all issues
Senior Customer Care Associate to Team Lead
Support Service Group Philippines Inc.
04.2017 - 10.2023
- Encouraged and advanced team members to reach KPI objectives.
- Monitored essential performance metrics such as call volume and average handling time.
- Analyzing data to identify areas for improvement
- Ensured compliance with standards by regularly assessing call quality.
- Resolved escalated customer complaints efficiently.
- Providing support to team members on difficult customer interactions
- Identifying root causes of customer issues and implementing solutions
- Analyzing customer service processes and identifying areas for optimization
- Implementing new procedures to improve efficiency and customer experience
- Maintaining and updating knowledge base with relevant information
- Communicating company policies and updates to the team
- Presented regular updates on team performance to leadership.
- Resolved email-based inquiries and addressed service concerns efficiently.
- Resolved service-related issues by responding effectively to calls.
Recovery/Resolutions Specialist
Optum Global Solutions
08.2014 - 03.2017
- Handled inbound and outbound calls for claims recovery and collections in the US healthcare domain.
Senior Care Associate
ACS Xerox Company
11.2012 - 08.2014
- Handled phone-based benefits verification for streamlined support.
Education
BS - Mechanical Engineering
Eulogio Amang Rodriguez Institute of Science & Technology
Manila, Philippines 03.2006
Skills
- Accountability
- Problem Solving
- Critical Thinking
- Can work on fast-paced environment
- Motivating Others
- Adaptability
- Professionalism
- Customer Service competency
- Strive for improvement
Certification
- Personality Development OPS Support Leadership Training, Asia Premier One Source Inc., 05/21/21
- Certificate of Completion - Leadership Foundation - Team Lead, 07/27/23
Timeline
Remote Concierge Specialist
UCIT Philippines Inc.
12.2023 - 12.2024
Senior Customer Care Associate to Team Lead
Support Service Group Philippines Inc.
04.2017 - 10.2023
Recovery/Resolutions Specialist
Optum Global Solutions
08.2014 - 03.2017
Senior Care Associate
ACS Xerox Company
11.2012 - 08.2014
BS - Mechanical Engineering
Eulogio Amang Rodriguez Institute of Science & Technology
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