Ervin M. Balderrama
SENIOR CUSTOMER CARE REPRESENTATIVE
08 Cadena De Amor Street, Wawa, Taguig City
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
Work History
SR CUSTOMER CARE REPRESENTATIVE
MERALCO
02.2022 - Current
- Collaborated effectively with cross-functional teams to provide seamless support for customers.
- Assisted in the development of training materials for new hires, improving onboarding processes.
- Contributed to the development of new customer care policies and procedures, increasing overall efficiency.
- Exceeded expectations in first call resolution rates by utilizing expert knowledge of products and services offered.
- Managed escalated cases efficiently while maintaining professionalism and composure under pressure.
- Built strong relationships with customers through active listening, empathy, and understanding their needs.
BCOS STAFF
Meralco
01.2017 - 01.2022
- Established positive relationships with customers and other staff members.
- Developed strong relationships with clients through consistent communication and attentive customer service, resulting in increased overall satisfaction.
- Collaborated with colleagues on various projects, sharing knowledge and expertise while working together towards common objectives.
- Established and maintained strong relationships with colleagues through regular meetings and communication.
CONSUMER WELFARE REPRESENTATIVE
Meralco
07.2011 - 12.2016
- Communicated with clients and customers to gather, provide and share updated information on products and services.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Managed a diverse portfolio of clients, ensuring that each received tailored solutions aligned with their specific requirements.
PROCESS SUPPORT STAFF
Meralco
12.2009 - 06.2011
- Resolved customer complaints with diplomatic and courteous communication.
- Streamlined office processes for improved workflow and increased productivity.
- Handled customer inquiries over and provided technical support via livechat and telephone.
- Assisted customers with account setup, product selection and troubleshooting.
Customer Care Representative
Meralco
06.2008 - 11.2009
- Assisted call-in customers with questions and orders.
- Managed high call volume with exceptional professionalism and efficiency.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
Education
Bachelor of Science -
University of Santo Tomas
04.2001 -
Timeline
SR CUSTOMER CARE REPRESENTATIVE
MERALCO
02.2022 - Current
BCOS STAFF
Meralco
01.2017 - 01.2022
CONSUMER WELFARE REPRESENTATIVE
Meralco
07.2011 - 12.2016
PROCESS SUPPORT STAFF
Meralco
12.2009 - 06.2011
Customer Care Representative
Meralco
06.2008 - 11.2009
Bachelor of Science -
University of Santo Tomas
04.2001 -
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