Ericson Pastrana
Pasig
Summary
Highly motivated and detail-oriented Lead Agent with years of experience in customer service. Demonstrates talent in handling challenging situations with tact and diplomacy. Displays strong organizational and time management skills.
Overview
13
13
years of professional experience
Work History
Sales Representative
Comercio
03.2024 - Current
- Handle customer inquiries and recommend the best sauna products based on their needs and preferences.
- Guide customers throughout the entire process—from purchase to post-delivery support and after-sales assistance.
- Build positive customer relationships and encourage satisfied customers to leave reviews.
- Knowledgeable about multiple sauna brands, suppliers, manufacturing locations, warehouse operations, delivery timelines, and logistics.
- Set clear expectations regarding sauna installation, electrical requirements, and delivery procedures.
- Explain delivery options, including curbside delivery and when specialized equipment (such as a forklift or crane) is required.
- Familiar with a wide range of sauna heaters, including electric, gas, and wood-burning models.
Lead Agent
Clearsource
10.2020 - Current
- Handling supervisor calls when escalated.
- Assisting agents with their questions regarding product, process or compliance.
- Monitoring calls and chats of agents for Quality Assurance, including coaching important topics within the MLM industry.
IT Helpdesk
ATOS IT
09.2019 - 05.2020
- Remotely access customer's computers for their ease.
- Designed and implemented improved software solutions, increasing system and computer performance and fixing recurring malfunctions.
- Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
Sales and Retention Specialist
Acquire BPO
06.2016 - 03.2019
- Built rapport with customers quickly, creating bonds to onboard them and keep their membership.
- Interviewed customers to garner thoughts and feedback towards company, gathering complete picture of brand reputation.
- Negotiated with clients to renew contracts and retain business while increasing revenue and profits for company.
Customer Service Representative
Concentrix
10.2013 - 03.2016
- Assisting them in setting up an appointment with the nearest dealership in their area.
- Handling concerns like Roadside Assistance in case the need of towing or startup.
Education
Associate of Science - Hospitality And Restaurant Services
04.2001 -
Skills
Zendesk
Hubspot
Shopify
CRM Software
Phone Etiquette
Attention to Detail
Communication skills
Timeline
Sales Representative - Comercio
03.2024 - Current
Lead Agent - Clearsource
10.2020 - Current
IT Helpdesk - ATOS IT
09.2019 - 05.2020
Sales and Retention Specialist - Acquire BPO
06.2016 - 03.2019
Customer Service Representative - Concentrix
10.2013 - 03.2016
System Technology Institute - Associate of Science, Hospitality And Restaurant Services
04.2001 -
Professional References
- Kyle Bunaladi / Senior Team Leader
09682950065
Bunaladikyle@gmail.com
- Ma. Riquesa Quinto
09669902134
mhaiquinto@gmail.com
Education
other