Elmer Mendoza
Customer Service Representative
Quezon City, Metro Manila
Summary
Adept at driving customer satisfaction and sales growth, having worked with different accounts provided the needed sales expertise and problem-solving abilities. Leveraging data entry expertise and a results-driven approach, I've successfully resolved complex technical and customer service issues, fostering loyalty and enhancing user experiences. My background includes significant achievements in technical support and customer service, demonstrating both hard and soft skills essential for success.
Overview
18
18
years of professional experience
8
8
years of post-secondary education
Work History
Customer Service Representative (Chat Support)
Afni Philippines
01.2021 - Current
- Primary metric is Sales while making sure customer's main concerns have been fully addressed.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Technical Support Representative
Hinduja Global Solutions
05.2017 - 07.2020
- Resolved complex technical problems through effective troubleshooting techniques, enhancing their user experience.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Responded promptly to incoming sales leads and requests for technical support.
- Also responded to customers' inquiries and technical issues via chat and SMS.
Customer Service Representative
VXI Global Holdings
08.2014 - 03.2015
- Resolved customer complaints regarding their credit card concerns with empathy, resulting in increased loyalty and repeat business.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Made sure customers were able to understand their billing statements and any disputes or claims on their account.
Technical Support Representative
TeleTech Holdings
11.2014 - 01.2015
- Resolved complex technical problems of customer's broadband issues through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Customer Service Representative
Sutherland Global Solutions
01.2008 - 01.2013
- Handled 2 different accounts while in the company.
- Worked as a Back Office Support handling claims, application and other concerns not being handled by regular customer service agents.
- Provided customer service support (Voice) for customer's prepaid debit card accounts.
- Also worked for a Financial online company, mostly handled voice and email support.
Sales Associate
ETelecare Global Solutions
11.2006 - 05.2007
- Doing outbound sales calls so customer would migrate from Dial-up internet service to broadband
- Built relationships with customers to encourage repeat business.
Education
Undergraduate - Electrical, Electronics And Communications Engineering
University of The East
Caloocan City, Metro Manila, Philippines 06.2001 - 03.2005
Undergraduate - Computer Science
University of The Philippines Manila
Manila, Metro Manila, Philippines 06.2000 - 03.2001
High School Diploma -
Quezon City Science High School
Quezon City, Metro Manila, Philippines 06.1996 - 03.2000
Skills
Sales expertise
Problem-solving abilities
Data entry expertise
Proficient in MS Office Applications
Appointment Scheduling
Administrative Support
Computer Proficiency
Order Processing
Timeline
Customer Service Representative (Chat Support)
Afni Philippines
01.2021 - Current
Technical Support Representative
Hinduja Global Solutions
05.2017 - 07.2020
Technical Support Representative
TeleTech Holdings
11.2014 - 01.2015
Customer Service Representative
VXI Global Holdings
08.2014 - 03.2015
Customer Service Representative
Sutherland Global Solutions
01.2008 - 01.2013
Sales Associate
ETelecare Global Solutions
11.2006 - 05.2007
Undergraduate - Electrical, Electronics And Communications Engineering
University of The East
06.2001 - 03.2005
Undergraduate - Computer Science
University of The Philippines Manila
06.2000 - 03.2001
High School Diploma -
Quezon City Science High School
06.1996 - 03.2000
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