EMMAN DEVIÑA FLORES
Naga City
Summary
Dedicated to delivering exceptional customer service and ensuring client satisfaction through proactive support and effective problem-solving. Skilled in applying customer service best practices and exploring tailored solutions to meet diverse customer needs with professionalism and efficiency. Known for building strong client relationships, resolving issues promptly, and contributing to team success in fast-paced environments.
Overview
8
8
years of professional experience
Work History
Customer Chat Support
DIGITAL MINDS BPO SERVICES INC.
09.2024 - Current
- Processing returns: Efficiently and accurately process return requests from customers via various channels (phone, email, chat). This includes verifying purchase information, confirming eligibility for return, and initiating the return process.
- Providing return instructions: Clearly communicate return shipping instructions, including packaging guidelines, return addresses, and shipping labels.
- Managing return authorizations: Issue return authorizations (RAs) or return merchandise authorizations (RMAs) and track their status.
- Handling different return reasons: Address returns for various reasons, such as damaged items, defective products, incorrect orders, or customer remorse.
- Applying return policies: Adhere to company return policies and procedures while ensuring fair and consistent treatment of customers.
CSR - KYC Analyst
DIGITAL MINDS BPO SERVICES INC.
03.2024 - 09.2024
- Application verification: Review customer applications to ensure all required information has been submitted.
- Follow-up communication: Proactively contact customer via email or chat to collect any missing or incomplete application details.
- Risk assessment: Conduct detailed assessments of customer accounts to identify potential risks and ensure security.
- Compliance collaboration: Work closely with the compliance team to craft and enforce compliance strategies.
- Duty fulfillment: Carry out additional tasks as directed by management to support the team's objective.
Field Service Technician
BREDDAS INCORPORATED
05.2021 - 01.2024
- Assemble, troubleshoot, and maintain electronic gaming machines for bingo operators.
- Provide remote and on-site support for the machines and cashier/POS.
- Conduct an ocular inspection to assess where the machines will be positioned in the venue and create a network design.
Customer Service Representative
QUANTRICS ENTERPRISE NAGA
04.2019 - 02.2021
- Navigate computer systems to track calls, gather information, and effectively resolve customer issues or queries.
- Enhance customer relationships and contribute to building customer loyalty.
- Review and document customer accounts to fully understand the customer's situation before making outbound calls when necessary.
LED WALL OPERATOR
CAMARINES SUR CAPITOL
09.2018 - 03.2019
- Assemble the LED wall by combining LED panels.
- Operate the LED wall by projecting AVPs (audio-video presentations) for scheduled visitations.
On-the-job trainee
Naga City Police Office
10.2017 - 12.2017
- Focus on computer management in Operations, Administration, and Community Relations department.
Education
Google Cybersecurity Certificate -
Coursera
Metro Manila, Philippines11.2023
Google IT Support Professional Certificate -
Coursera
Metro Manila, Philippines05.2023
Bachelor of Science - Information Technology
AMA Computer College Naga Campus
Naga City, Philippines05.2018
Secondary Education - undefined
University of Nueva Caceres
03.2015
Skills
- MS Office
- Google Workspace
- Windows
- Multitasking
- Customer relations
- Problem resolution
- Data entry
- Account updating
- Call center experience
- Project management
- Team collaboration
- CRM software
- Live chat support
- Customer service
- Critical thinking
- Problem-solving
Job Objectives
To secure a role in the e-commerce sector that combines customer service with KYC/AML compliance, leveraging my skills in customer interaction and risk assessment to ensure both a positive customer experience and adherence to regulatory requirements.
Distinction
- Dean's Lister, 1st to 3rd Year, Bachelor of Science in Information Technology, AMA Computer College Naga Campus
- Best Capstone/Thesis, Pick Eat: A Web-based Local Eatery Generator and Locator for Naga City built on Ruby on Rails Framework, AMA Computer College Naga Campus
Computer Languages
- C
- Java
- PHP
- Ruby
Frameworks
- Ruby on Rails
- CSS
- Bootstrap 3
Operating Systems
- Windows
- Ubuntu Linux
- Android
Database
- MySQL
- Oracle
- PostgreSQL
Languages
English
Intermediate (B1)
Timeline
Customer Chat Support
DIGITAL MINDS BPO SERVICES INC.
09.2024 - Current
CSR - KYC Analyst
DIGITAL MINDS BPO SERVICES INC.
03.2024 - 09.2024
Field Service Technician
BREDDAS INCORPORATED
05.2021 - 01.2024
Customer Service Representative
QUANTRICS ENTERPRISE NAGA
04.2019 - 02.2021
LED WALL OPERATOR
CAMARINES SUR CAPITOL
09.2018 - 03.2019
On-the-job trainee
Naga City Police Office
10.2017 - 12.2017
Secondary Education - undefined
University of Nueva Caceres
Google Cybersecurity Certificate -
Coursera
Google IT Support Professional Certificate -
Coursera
Bachelor of Science - Information Technology
AMA Computer College Naga Campus
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