EUSTAQUIO C. DUROPAN JR.
Muntinlupa City
Summary
Motivated and results-driven customer service professional with a passion for delivering exceptional support through inbound and outbound calls. Skilled in public relations and administration, seeking a position with an organization that values a motivated and detail-oriented individual. With a strong background in interpretation, consistently provides first-rate customer service to clients, business partners, and team members. Known for analytical, organizational, and problem-solving abilities, committed to upholding the highest levels of ethical and professional standards in all experiences.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Sykes Asia ( FOUNDEVER )
05.2021 - 01.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer Service Representative
Concentrix ( ATNT BLUE )
02.2020 - 01.2021
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Customer Service Representative
Optum Global Solutions ( United Health Care )
08.2019 - 01.2020
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
- Processed insurance policy cancellations and renewals quickly to meet call time targets.
Customer Service Representative
VXI Global Solutions ( UBER )
05.2017 - 06.2019
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
- Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
- Improved overall call center performance with effective coaching and feedback to team members.
Customer Service Representative
Sutherland Global Svcs. ( SYMANTEC )
03.2014 - 11.2015
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries.
- Managed multiple tasks simultaneously while maintaining focus on quality customer care.
- Streamlined communication for improved customer relations through active listening and clear articulation.
- Conducted thorough research to provide accurate information for complex inquiries, promoting trust in the company''s expertise.
Computer Technician
Rablas Computer Sales and Service
02.2013 - 11.2013
- Linked computers to network and peripheral equipment.
- Performed troubleshooting to correct computer hardware and software malfunctions.
- Diagnosed and repaired hardware malfunctions, ensuring optimal computer functionality.
- Installed necessary software programs to meet specific user needs and enhance workflow capabilities within departments.
- Tested and installed motherboards, processors, and graphics cards on desktops and laptops for corporate staff.
- Refurbished PC systems and peripherals such as monitors, networking equipment, printers, and more.
- Performed routine maintenance on computer systems, ensuring optimal performance and extending the life of equipment.
Computer Technician
Netopia Internet Café
02.2011 - 01.2013
- Diagnosed and repaired hardware malfunctions, ensuring optimal computer functionality.
- Enhanced system performance by conducting regular software and hardware updates.
- Installed necessary software programs to meet specific user needs and enhance workflow capabilities within departments.
- Performed installation, maintenance and repair for complex internal computer hardware and various software applications.
- Used diagnostic tools to identify hardware failures and replace non-functional components.
Education
Diploma In Computer And Electronics -
System Technology Institute ( STI DAVAO )
Davao City, Province Of Davao Del Sur, Philippines04-2008
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Computer proficiency
- Call center experience
- Complaint handling
- Payment processing
- Customer satisfaction measurement
- Product knowledge
- Order processing
Timeline
Customer Service Representative
Sykes Asia ( FOUNDEVER )
05.2021 - 01.2022
Customer Service Representative
Concentrix ( ATNT BLUE )
02.2020 - 01.2021
Customer Service Representative
Optum Global Solutions ( United Health Care )
08.2019 - 01.2020
Customer Service Representative
VXI Global Solutions ( UBER )
05.2017 - 06.2019
Customer Service Representative
Sutherland Global Svcs. ( SYMANTEC )
03.2014 - 11.2015
Computer Technician
Rablas Computer Sales and Service
02.2013 - 11.2013
Computer Technician
Netopia Internet Café
02.2011 - 01.2013
Diploma In Computer And Electronics -
System Technology Institute ( STI DAVAO )
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