Zendesk
Eugene Luaton
Olongapo City, Province Of Zambales
Summary
Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Overview
6
6
years of professional experience
1
1
year of post-secondary education
1
1
Language
Work History
ESL Teacher
Mossfriend
05.2018 - Current
- Supported students in developing social skills through structured activities and positive reinforcement techniques.
- Set assessments to measure student progress and identify growth opportunities.
- Provided targeted instruction on pronunciation, intonation, and accent reduction to enhance students'' overall communication skills in English.
- Supported students holistically to achieve academic success.
Team Leader
TaskUs
08.2023 - 11.2023
- Consistently exceeded performance targets, earning recognition as top-performing Senior Customer Service Representative on multiple occasions.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both client's concerns and company interests.
- Trained staff on operating procedures and company services.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Trained new personnel regarding company operations, policies and services.
- Implemented feedback systems to gather valuable insights from customers, driving continuous improvement initiatives.
- Resolved concerns with products or services to help with retention and drive sales.
- Reviewed, implemented and updated company records related to team activities for future reference.
- Conducted regular reviews of operations and identified areas for improvement.
Customer Service Representative
Buwelo Philippines
01.2022 - 06.2023
- Investigated and resolved accounting, service and delivery concerns.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided primary customer support to internal and external customers.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Processed customer service orders promptly to increase customer satisfaction.
- Increased efficiency and team productivity by promoting operational best practices.
Associate Infrastructure Manageent
Sutherland Global Service
05.2021 - 11.2021
- Supported end-users by providing prompt technical assistance via helpdesk tickets and remote support tools.
- Help end users troubleshoot and provide more information on how technical it can be to bring out the best in their home internet and provide assistance on having a smart home set up.
- Optimized application performance through regular monitoring, troubleshooting, and fine-tuning server configurations.
Education
Some College (No Degree) - Education of Individuals in Middle School Special Education Programs, Philippines
Columban College
Olongapo City, Province Of Zambales, Philippines 08.2021 - 02.2022
Skills
- Time management abilities
- Self Motivation
- Call Center Operations
- Staff Training
- Quality Control
- Team Collaboration
- Problem-solving abilities
- Process Optimization
- Calm and Professional Under Pressure
- Adaptability
- Multitasking
- Active Listening
Software
Microsoft Office
Workspace
ClassIn
Timeline
Team Leader
TaskUs
08.2023 - 11.2023
Customer Service Representative
Buwelo Philippines
01.2022 - 06.2023
Some College (No Degree) - Education of Individuals in Middle School Special Education Programs, Philippines
Columban College
08.2021 - 02.2022
Associate Infrastructure Manageent
Sutherland Global Service
05.2021 - 11.2021
ESL Teacher
Mossfriend
05.2018 - Current
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