EMMANUEL JOHN MEDALLO
Customer Experience Expert
Bacolod City, Province Of Negros Occidental
Summary
Accomplished Customer Experience Expert with extensive experience providing quality services in challenging environments. Establishes relationships with customers, analyzes customer needs and resolves complaints. Possesses excellent communication and problem-solving skills.
Overview
10
10
years of professional experience
Work History
CARE TEAM ASSOCIATE
ROWCAL PROPERTY MANAGEMENT
06.2024 - Current
- Handling incoming homeowner calls, emails, and online submissions.
- Interacting with internal/external clients
- Processing Manager requests/supporting team members.
- Use of problem-solving techniques and analytical skills
- Open / scan and distribute all incoming mail.
OPERATIONS MANAGER TELCO ACCOUNT
ALORICA
8 2022 - 02.2024
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
CLUSTER HEAD NESTING
ARB CALLS FACILITIES
05.2019 - 07.2022
- Manage and improve New Hire production output through performance monitoring, problem resolution and quality assurance measures
- Evaluates individual performance reviews and overall team effectiveness with upper management
- Determines operational strategies by evaluating team results and objectives
- Maintains and improves operations by monitoring performance and identifying and resolving problems
- Presents monthly action plans and objectives.
LOAN ORIGINATOR
ARB CALLS FACILITIES
- Offers short term loans to customers across 34 States
- Helps review and approve submitted loan application
- Resolves applications returned from Corrections.
TECH SUPPORT/CUSTOMER SERVICE REP
IQOR
07.2017 - 04.2019
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
TECHNICAL SUPPORT AGENT
TELETECH
12.2014 - 08.2016
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
TECHNICAL SUPPORT ASSOCIATE
TELEPERFORMANCE
4 2013 - 11.2014
- Enhanced customer satisfaction by efficiently resolving technical issues and providing effective solutions.
- Communicated effectively with non-technical customers, translating complex concepts into easily understandable language.
Education
BACHELOR OF SCIENCE IN INFORMATION TECHNOLOGY -
USLS-BACOLOD
Skills
Technical Support
Customer Service
Technical Troubleshooting
Customer service expert
Timeline
CARE TEAM ASSOCIATE
ROWCAL PROPERTY MANAGEMENT
06.2024 - Current
CLUSTER HEAD NESTING
ARB CALLS FACILITIES
05.2019 - 07.2022
TECH SUPPORT/CUSTOMER SERVICE REP
IQOR
07.2017 - 04.2019
TECHNICAL SUPPORT AGENT
TELETECH
12.2014 - 08.2016
OPERATIONS MANAGER TELCO ACCOUNT
ALORICA
8 2022 - 02.2024
LOAN ORIGINATOR
ARB CALLS FACILITIES
TECHNICAL SUPPORT ASSOCIATE
TELEPERFORMANCE
4 2013 - 11.2014
BACHELOR OF SCIENCE IN INFORMATION TECHNOLOGY -
USLS-BACOLOD
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