EMERSON BARIUAD ANDRES JR.
Ilagan
Summary
Dedicated customer service representative. I possess a diverse range of skills and qualifications that enable me to deliver exceptional customer experiences and contribute to the success of the organization. With a customer-centric approach, strong communication abilities, and problem-solving skills, I am well-equipped to handle a variety of customer inquiries and provide timely and effective solutions.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Team Manager
Alorica
Centris, Quezon Ave. Quezon City
07.2020 - 06.2023
- Lead and manage a customer service team: Oversee a team of customer service representatives, providing guidance, coaching, and support to ensure optimal performance
- Set performance goals, conduct regular performance evaluations, and foster a positive and motivated work environment
- Drive team performance and productivity: Set clear expectations and performance targets for the team, aligned with departmental goals
- Monitor key performance indicators (KPIs), such as average handling time, first-call resolution, and customer satisfaction, and take proactive measures to improve team performance and efficiency.
Senior Representative
Alorica
Centris, Quezon Ave. Quezon City
01.2020 - 07.2020
- Act as a senior member of the customer service team, providing guidance and support to junior representatives
- Assist in training representatives, conducting performance evaluations, and fostering a positive and collaborative work environment
- Handle complex customer inquiries: Manage escalated customer issues that require in-depth knowledge and expertise
- Utilize strong problem-solving and analytical skills to assess customer needs, identify solutions, and deliver effective resolutions promptly.
Customer Service Representative
Alorica
Centris, Quezon Ave. Quezon City
01.2018 - 01.2020
- Resolved customer inquiries and issues: Handled a high volume of incoming customer calls, emails, and live chats, providing prompt and effective resolution to a wide range of customer inquiries, such as billing discrepancies, plan changes, technical support, and device troubleshooting
- Contributed to team success: Actively participated in team meetings, training sessions, and workshops to enhance product knowledge, customer service skills, and operational efficiency
- Shared best practices and collaborated with colleagues to improve team performance and achieve departmental targets.
on the job training
Green Future Innovations Inc.
San Mariano Isabela
01.2015 - 01.2016
- Includes general designing, operating and maintaining technology products
- Providing similar services related to software, hardware, databases, Web resources, networks and enterprise systems
- Included in the training are network management, software development and database administration by providing technical support to a business or an organization's employees and train non-technical workers on the business's information systems
- Also work with external partners including consultants, agencies and vendors, to arrive at the most appropriate system or integration of multiple systems while staying up-to-date on emerging technologies and the potential effectiveness of these advancements in their current system
Education
Bachelor of Science in Information Technology -
Isabela State University Ilagan Campus
04.2016
Isabela National High School
03.2009
Skills
- Customer Service
- Staff Management
- Training and Development
- Computer Skills
- Teamwork and Collaboration
- Performance Coaching
Certification
- NC II, Hardware Servicing Certificate, 2015, TESDA Ilagan City
- Cyber Summit 2014, St. Paul University, 2014, Tuguegarao City
Accomplishments
- Hardware Servicing Workshop Facilitator, 2015, Facilitated a large number of respondents attending workshop on enhancing their respective hardware servicing skills officiated by Isabela State University Information Technology board. Aid respondents in practicing and enriching aforementioned skills with the use of various media, simulation and oral revalidation., Isabela State University, Ilagan City
- ITA (IT Associates), 2013-2014, Became an active member of the Alma Mater’s Information Technology department –initiated group that has a vision of promoting and supporting the use and development of information technology to enable academic innovation in teaching, learning, research, and scholarship. Provide leadership in planning for the effective use of technology. To provide a robust, reliable, and secure information technology infrastructure. Attract, develop, and retain quality information technology professionals and enable communication and collaboration among information technology students and users of information technology at Isabela State University Ilagan City Campus., Isabela State University, Ilagan City
- Alorica, Customer Service Representative (Top 1 TCC Agent), 2018-2020, Demonstrates my ability to consistently deliver exceptional customer service, surpass performance expectations, and contribute to the overall success of the organization. As the top-ranked TCC Agent for Customer Service, I have proven my commitment to providing unparalleled customer experiences and establishing strong customer relationships., Centris, Quezon Ave., Quezon City
References
- Ellaine Grace Layson, Operations Manager, +639260530526
- Lhea Saclausa, Operations Manager, +639178988531
Timeline
Team Manager
Alorica
07.2020 - 06.2023
Senior Representative
Alorica
01.2020 - 07.2020
Customer Service Representative
Alorica
01.2018 - 01.2020
on the job training
Green Future Innovations Inc.
01.2015 - 01.2016
Bachelor of Science in Information Technology -
Isabela State University Ilagan Campus
Isabela National High School
Similar Profiles
Allyah HendersonAllyah Henderson
Customer Service Representative at AloricaCustomer Service Representative at Alorica
Minh (Manny) DoMinh (Manny) Do
Customer Service Representative at AloricaCustomer Service Representative at Alorica
Anastashia RichardsonAnastashia Richardson
Patient Care Advocate at AloricaPatient Care Advocate at Alorica