Erwin Romero
Taguig City
Summary
I am an experienced customer service professional with expertise in collections customer service, NBN technical support, and retail customer service. I possess strong communication and negotiation skills, problem-solving abilities, and the capacity to adapt to varying customer needs and environments. I am adept at building rapport with customers and colleagues to foster positive relationships and drive customer loyalty. I am looking for opportunities to leverage my diverse skill set and passion for customer satisfaction in a dynamic customer service role.
Overview
9
9
years of professional experience
Work History
Collection Specialist Team Leader
Probe Group Philippines
Taguig City
03.2022 - 03.2024
- Lead a team responsible for managing accounts receivable, minimizing delinquencies, and maximizing cash collections
- Oversee the day-to-day operations of the collections team, provide guidance and support to team members, and collaborate with other departments to optimize collection strategies and achieve company objectives.
Collection Specialist Level 3- Blended (Chat, Outbound and Inbound)
Probe Group Philippines
Taguig City
03.2021 - 03.2022
- Assist customers in negotiating payment arrangements with financially struggling customers
- Provide empathetic support and tailored solutions
- Use effective communication and negotiation techniques
- Monitor payment plans and guide to prevent future delinquency
- Stay informed on industry regulations and handle sensitive customer information with confidentiality.
NBN Technical Support (AU Telco) (Chat and Inbound)
24/7 A.I Philippines
Taguig City
01.2019 - 01.2021
- Providing technical assistance to customers experiencing connectivity, speed, or NBN-related problems is necessary
- Guiding customers through troubleshooting steps and resolutions is essential to ensure a positive customer experience.
Customer Service Representative (UK) Blended (Inbound and Email)
Alorica
Taguig City
01.2017 - 01.2019
- Serve as our customers' primary point of contact, aiding, resolving issues, and ensuring a positive experience with our products or services
- Effectively address customer inquiries and concerns with excellent communication skills, empathy, and problem-solving abilities.
Customer Service Associate (US)
Convergys
01.2015 - 01.2017
- Specializing in retention, you will play a crucial role in preserving and enhancing customer relationships by addressing their concerns, resolving issues, and proactively addressing potential churn
- Your primary responsibility will be to engage with existing customers to understand their needs, mitigate dissatisfaction, and implement strategies to encourage continued loyalty and satisfaction.
Education
Bachelor of Secondary Education - Social Studies
Bicol University
04-2012
Skills
- Expert in Live Engage Software used in chat, CX One for Inbound and DCM for Outbound
- Ability to multitask and prioritize customer requests
- Proficient in Microsoft Office Suite such as Word, Excel, and PowerPoint
- Google Workspaces such as Google Docs, Spreadsheet, Gmail, and Calendar
Timeline
Collection Specialist Team Leader
Probe Group Philippines
03.2022 - 03.2024
Collection Specialist Level 3- Blended (Chat, Outbound and Inbound)
Probe Group Philippines
03.2021 - 03.2022
NBN Technical Support (AU Telco) (Chat and Inbound)
24/7 A.I Philippines
01.2019 - 01.2021
Customer Service Representative (UK) Blended (Inbound and Email)
Alorica
01.2017 - 01.2019
Customer Service Associate (US)
Convergys
01.2015 - 01.2017
Bachelor of Secondary Education - Social Studies
Bicol University
Similar Profiles
Karren Ria RilloKarren Ria Rillo
Collections Team Leader at Probe Group Philippines IncCollections Team Leader at Probe Group Philippines Inc
Precious Mae AlvarezPrecious Mae Alvarez
Customer Service Representative at Synchrony Global Services Philippines Inc.Customer Service Representative at Synchrony Global Services Philippines Inc.
Penny Marie ReyesPenny Marie Reyes
Cruise Holiday Planner at Probe Cx PhilippinesCruise Holiday Planner at Probe Cx Philippines