EUGENE FRANCIS LOUIE EALDAMA
Customer Service Representative
Davao City, Province Of Davao Del Sur
Summary
Proven leader in enhancing team performance and customer satisfaction in my current role through strategic thinking and effective communication. Excelled in mentoring, fostering innovation, and driving results with a customer-centric approach. Skilled in multitasking and problem-solving, significantly improved project outcomes and user experience. Subject Matter Expert and trusted advisor skilled in research, analysis and examination of company technology and standard operating procedures. Interface and collaborate with clients and internal team members, providing consultative enhancement recommendations based on industry research. Improve existing processes, procedures, technical enhancements, resource requirements and stakeholder engagement procedures to align with strategic goals. Industry Subject Matter Expert providing advanced technical knowledge and analysis of highly specialized applications and operational environment. Perform complex functional systems analysis, design, training and implementation advice on complex problems, including esoteric problems requiring extensive knowledge of subject matter.
Overview
11
11
years of professional experience
5
5
Certificates
Work History
Subject Matter Expert
Concentrix
06.2021 - Current
- Mentored junior team members, contributing to their professional growth and development.
- Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Monitored and tracked user progress to identify improvement opportunities.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Facilitated product development with implementation of standard best practices.
- Collaborated with cross-functional teams to develop innovative solutions, leading to successful project outcomes.
- Conducted comprehensive assessments of organizational needs, identifying areas for improvement and implementing targeted solutions.
- Led teams in scheduled and unscheduled equipment maintenance to optimize readiness.
- Influenced decision-making processes by presenting data-driven insights into key organizational issues.
- Led instructional design efforts for high-impact training programs, resulting in enhanced workforce competencies.
- Evaluated staff performance and provided coaching to address inefficiencies.
Content Moderator
Connectys Phils Inc
08.2018 - 06.2021
- Enhanced user experience by diligently monitoring and removing inappropriate content from the platform.
- Contributed to a positive online community by consistently applying fair judgment when moderating diverse types of content.
- Increased overall platform safety by proactively identifying trends or patterns in harmful or abusive content.
- Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
Customer Service Representative
Connectys Phils Inc
01.2017 - 08.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Subject Matter Expert
Teleperformance
05.2015 - 12.2016
- Mentored junior team members, contributing to their professional growth and development.
- Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Monitored and tracked user progress to identify improvement opportunities.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Collaborated with management to identify and prioritize new development concepts.
- Improved user productivity and efficiency through system training and support.
- Facilitated product development with implementation of standard best practices.
Sales Representative
Teleperformance
04.2014 - 05.2015
- Expanded customer base through inbound calls, networking, and relationship building.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Developed and implemented sales strategies to increase profits.
Customer Service Representative
Sutherland Global Solutions
10.2013 - 04.2014
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Updated account information to maintain customer records.
- Provided primary customer support to internal and external customers.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Developed customer service policies and procedures to meet and exceed industry service standards.
Education
No Degree - 100 Hrs Finishing Course For Call Center
JIB- E Academy
General Santos City 04.2001 -
Bachelor of Arts - English
Sultan Kudarat Polytechnic State College
Tacurong, Province Of Sultan Kudarat, Philippines 04.2001 -
Skills
Training and mentoring
Certification
Toolkit for Aspiring Leader
Timeline
Journey to Leadership Part II
10-2022
Toolkit for Aspiring Leader
09-2022
Lean Six Sigma Yellow Belt
09-2022
Journey to Leadership Part I
09-2022
Grow Coaching
08-2022
Subject Matter Expert
Concentrix
06.2021 - Current
Content Moderator
Connectys Phils Inc
08.2018 - 06.2021
Customer Service Representative
Connectys Phils Inc
01.2017 - 08.2018
Subject Matter Expert
Teleperformance
05.2015 - 12.2016
Sales Representative
Teleperformance
04.2014 - 05.2015
Customer Service Representative
Sutherland Global Solutions
10.2013 - 04.2014
No Degree - 100 Hrs Finishing Course For Call Center
JIB- E Academy
04.2001 -
Bachelor of Arts - English
Sultan Kudarat Polytechnic State College
04.2001 -
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