Eleazar Reuel Fajardo
Senior Customer Service, Virtual Assistant, Team Lead
Guagua,Pampanga
Summary
Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Overview
10
10
years of professional experience
Work History
Virtual Assistant (Rise DDS Call Grading Director)
Z3 Holdings
USA (Remote)
5 2022 - 07.2024
- Facilitated smooth operations with proficient data entry and document management for various projects.
- Maintained well-organized database system for improved information accessibility in daily operations.
- Completed data entry tasks with accuracy and efficiency
- Assisted in implementing new CRM system that increased overall efficiency in managing customer relationships
- Contributed to process improvement initiatives by suggesting ways to optimize data entry tasks for optimal productivity
- Listening over 1000+ calls per month and record them in database system that is designed by company
- Elevated client experience by providing timely customer support via phone calls, emails, and live chat platforms
Senior Customer Service Representative (Google Sale Support Manager) (Google Deal Support Strategist)
HCL Technologies
Taguig, Metro Manila
01.2020 - 04.2022
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Responded to over 20 tickets and emails to answer questions about products and services.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
- Implemented feedback systems to gather valuable insights from customers, driving continuous improvement initiatives.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Team Lead
ePerformax Contact Center and BPO
Pasay, Metro Manila
06.2015 - 11.2019
- Promoted positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Established clear performance metrics for team which helped in tracking progress towards set targets effectively.
- Coached 20+ team members in techniques necessary to complete job tasks.
- Influenced positive change within organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
Education
Bachelor of Science in Hotel and Restaurant Management - Business Administration And Management
Angeles University Foundation
Angeles City, Province Of Pampanga, Philippines04.2013
Skills
Task Prioritization
Data Entry
Attention to Detail
Meeting Scheduling
File Organization
Multitasking and Time Management
Database entry
Records Management
Coaching and Mentoring
Performance monitoring
Operations Management
Escalation management
Call center experience
Database Research
Documentation Review
Product and service knowledge
Activities
AUF PEP SQUAD (Athlete Scholar), Co-Captain (2012-2013), 2009-2013
Timeline
Senior Customer Service Representative (Google Sale Support Manager) (Google Deal Support Strategist)
HCL Technologies
01.2020 - 04.2022
Team Lead
ePerformax Contact Center and BPO
06.2015 - 11.2019
Virtual Assistant (Rise DDS Call Grading Director)
Z3 Holdings
5 2022 - 07.2024
Bachelor of Science in Hotel and Restaurant Management - Business Administration And Management
Angeles University Foundation