Summary
Overview
Work History
Education
Skills
References
Timeline
Generic
EMMANUEL PEREZ

EMMANUEL PEREZ

Bacolod City

Summary

Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

19
19
years of professional experience

Work History

Customer Service Representative

Remote Job - Bicycle Company
04.2020 - Current
  • Provided accurate information about products and services to customers.
  • Implemented innovative methods for streamlining the customer service process.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Answered customer inquiries via phone, email, and chat.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Developed positive relationships with customers through friendly interactions.
  • Resolved customer complaints promptly and efficiently.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Conducted regular follow-up calls with customers after resolving their issues.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.

Scheduler

Remote Job - Lesson Pro LLC
01.2019 - 03.2020
  • My main responsibility is to secure the client's lesson by assigning the best instructor to handle it, and scheduling.
  • I provide support for both our instructors and clients by answering inquiries, handling complaints, and rescheduling.
  • I monitor the lessons from the start until they're completed.
  • Some lessons might be placed on hold for emergency or personal reasons. I do follow up after a specific period of time.
  • In the event that there is no available instructor in a specific area, or they're not able to continue the lesson, it's my job to look for a replacement.
  • I conduct job interviews for new applicants.
  • Some clients pay in cash, while others pay in installments; therefore, I monitor and collect payments.
  • I'm in charge of processing payments for our instructors.
  • I prepare the clients' completion certificates.
  • I handle chat support, email, and calls.
  • Other admin tasks.
  • Lesson Pro provides various lessons in the US and Canada (bartending, skate, tennis, archery, Spanish, and surfing); it's like the Uber of lessons.

Customer Service Representative

iQor - MetroPCS
Bacolod City
09.2017 - 12.2018
  • Identified potential problems and escalated them as needed to appropriate personnel for resolution.
  • Assisted customers with placing orders for products over the phone.
  • Explained billing procedures and payment options to customers.
  • Provided technical support related to products purchased by customers.
  • Provided product information to customers in a timely and professional manner.
  • Identified opportunities for process improvements based on customer feedback.
  • Utilized problem solving techniques to address customer inquiries or complaints.
  • Established effective working relationships with other departments within the organization.
  • Resolved customer service issues in an efficient and courteous manner.

Customer Service Representative

Focusinc - Ezcontacts.com
Bacolod City
07.2016 - 09.2017
  • Built sustainable relationships with customers through open communication.
  • Identified potential opportunities to upsell products or services.
  • Maintained an understanding of competitive landscape in order to effectively respond to changing market dynamics.
  • Provided accurate information about products and services.
  • Processed orders, forms, applications, and requests.
  • Provided feedback from customers to management regarding service failures or customer concerns.
  • Educated customers on product features and benefits.
  • Performed follow-up calls to confirm customer satisfaction with product or service received.

Customer Service Representative

Ubiquity - Netspend
Bacolod City
02.2016 - 05.2016
  • Answered customer inquiries via phone, email, and chat.
  • Conducted regular follow-up calls with customers after resolving their issues.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Resolved customer complaints promptly and efficiently.

Technical Support Representative

Transcom Asia - Comcast Cable
Bacolod City
08.2015 - 02.2016
  • Provided technical assistance to customers through phone, email and chat support.
  • Resolved escalated customer service issues in a timely manner.
  • Recommended upgrades or additional features that could enhance user experience.
  • Documented all activities related to technical support including processes, updates, changes made.
  • Assisted customers with installation of new hardware and software applications.
  • Collaborated with other departments such as sales, marketing, and engineering, as required.
  • Utilized remote access tools to connect remotely with customers' systems when necessary.

Customer Service Representative

Ubiquity - Rush Card
Bacolod City
01.2015 - 07.2015
  • Kept current on all new products, services, pricing updates as they become available from the company.
  • Answered incoming customer calls regarding product inquiries, orders, and complaints.
  • Analyzed customer accounts and transaction histories to determine suspicious activity.
  • Responded promptly to customer inquiries regarding suspected or confirmed debit card fraud incidents.
  • Communicated with internal departments on any changes in customer accounts.
  • Monitored and maintained compliance with internal controls and government regulations.

Technical Support Representative

Teleperformance - Time Warner Cable
Bacolod City
09.2010 - 12.2014
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Utilized various software and tools to streamline processes and optimize performance.
  • Maintained updated knowledge through continuing education and advanced training.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Identified needs of customers promptly and efficiently.
  • Worked with cross-functional teams to achieve goals.

Customer Service Representative

Telperformance - Barclays Bank Delaware
Bacolod City
04.2013 - 09.2014
  • Educated customers about their rights with regard to billing disputes and fraud protection services.
  • Maintained up-to-date knowledge of applicable rules, regulations, policies and procedures related to credit cards.
  • Processed payments, balance transfers, account updates and other transactions accurately and efficiently.
  • Managed incoming calls from customers seeking assistance with their credit cards and provided solutions accordingly.
  • Conducted regular training sessions for staff members on topics such as telephone etiquette and complaint handling techniques.
  • Monitored daily performance metrics such as average handle time, first contact resolution rate, ensuring team goals were met.
  • Ensured compliance with all federal laws pertaining to consumer financial protection including Fair Credit Reporting Act regulations.
  • Assisted in the processing of credit card applications for new customers and updated existing accounts.
  • Utilized computer system technology to answer inquiries quickly and accurately using automated response scripts when necessary.

Tier 2 Customer Service Representative

Teleperformance - Priceline.com
Bacolod City
02.2010 - 04.2013
  • Developed strong relationships with customers by addressing their needs efficiently and professionally.
  • Documented processes related to Tier 2 Customer Service Representative duties for future reference.
  • Assisted customers in navigating the company's website, helping them find relevant information quickly and easily.
  • Collaborated with other departments such as Sales or Technical Support when necessary to resolve complex customer requests.
  • Provided back-up support when colleagues were unavailable due to illness or vacation time off.
  • Participated in training sessions to stay up-to-date on new products and services offerings.
  • Gathered customer feedback on products and services, providing input for product improvement initiatives.
  • Maintained accurate records of customer interactions.
  • Worked closely with team members to ensure excellent customer service standards were consistently met.

Technical Support Representative

Teletech - Qwest Broadband
Bacolod City
04.2008 - 02.2010
  • Provided technical assistance to customers through phone, email and chat support.
  • Resolved escalated customer service issues in a timely manner.
  • Recommended upgrades or additional features that could enhance user experience.
  • Created reports on customer complaints and feedback for management review.
  • Ensured compliance with company policies and procedures regarding technical support operations.
  • Documented all activities related to technical support including processes, updates, changes made.
  • Assisted customers with installation of new hardware and software applications.
  • Utilized remote access tools to connect remotely with customers' systems when necessary.
  • Diagnosed system errors and implemented solutions to resolve them.
  • Troubleshot customer inquiries related to software and hardware issues.

Part Time Fragrance Adviser

Luxasia Philippines
Bacolod City
01.2006 - 06.2006
  • Conducted regular stock checks to ensure accurate inventory levels were maintained at all times.
  • Maintained updated inventory of products and restocked shelves as necessary.
  • Processed returns and exchanges in accordance with company policies and procedures.
  • Attended regular staff meetings to discuss sales targets, customer feedback, issues encountered.
  • Assisted customers in selecting fragrances, taking into consideration individual preferences and budget.
  • Performed daily opening and closing procedures such as counting money in the register drawer or replenishing supplies in the fragrance area.
  • Demonstrated knowledge of product features, benefits, and pricing.
  • Fostered a positive shopping experience by being friendly and courteous with customers at all times.
  • Provided information on product availability, special promotions, and payment options.
  • Maintained a clean working environment by regularly dusting shelves and sweeping floors.
  • Provided helpful advice to customers about proper care for different types of fragrances.
  • Advised customers on the latest trends in fragrances and recommended suitable items based on their needs.

Education

Caregivers Home of Healthcare Excellence - Caregiving

Caregivers Home of Healthcare Excellence
Kabankalan City, Neg. Occ., Philippines
01.2005

Cabarrus Catholic College - AB Major in English

Cabarrus Catholic College
Sipalay City, Neg. Occ., Philippines
01.2004

High School Graduate -

Pasay City North High School
Pasay City, Metro Manila, Philippines
01.2001

Skills

  • Customer service
  • Computer navigation
  • Comprehension skills
  • Listening skills
  • Written communication
  • Communication skills
  • Analytical skills
  • Flexibility
  • Negotiation
  • Self-motivation
  • Ability to work with less supervision
  • Technical support
  • Product knowledge
  • Payment processing
  • Order management
  • Conflict resolution
  • Follow-up communication
  • Customer relationship management
  • Time management
  • Problem solving
  • Team collaboration
  • Effective communication

References

Available upon request

Timeline

Customer Service Representative

Remote Job - Bicycle Company
04.2020 - Current

Scheduler

Remote Job - Lesson Pro LLC
01.2019 - 03.2020

Customer Service Representative

iQor - MetroPCS
09.2017 - 12.2018

Customer Service Representative

Focusinc - Ezcontacts.com
07.2016 - 09.2017

Customer Service Representative

Ubiquity - Netspend
02.2016 - 05.2016

Technical Support Representative

Transcom Asia - Comcast Cable
08.2015 - 02.2016

Customer Service Representative

Ubiquity - Rush Card
01.2015 - 07.2015

Customer Service Representative

Telperformance - Barclays Bank Delaware
04.2013 - 09.2014

Technical Support Representative

Teleperformance - Time Warner Cable
09.2010 - 12.2014

Tier 2 Customer Service Representative

Teleperformance - Priceline.com
02.2010 - 04.2013

Technical Support Representative

Teletech - Qwest Broadband
04.2008 - 02.2010

Part Time Fragrance Adviser

Luxasia Philippines
01.2006 - 06.2006

Caregivers Home of Healthcare Excellence - Caregiving

Caregivers Home of Healthcare Excellence

Cabarrus Catholic College - AB Major in English

Cabarrus Catholic College

High School Graduate -

Pasay City North High School

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