Exequiel Umali
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
3
3
years of professional experience
Work History
Customer Experience Agent
Alorica Philippines Inc.
09.2021 - 10.2022
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Trained new customer service agents on policies and procedures to support favorable customer experiences.
- Documented customer interactions in internal database to maintain customer service history details.
- Investigated customer complaints and escalated issues to address critical requests.
- Specialized in retaining the account of the client and payment collection using credit or debit cards, and payment through email.
- Trained to handle inbound and outbound calls using hard/soft phones.
Customer Service Representative
The Results CX
10.2019 - 04.2020
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
Bachelor of Science - Information Technology
University of Batangas
Brgy. Hilltop Rd, Batangas, 4200 Batangas PH07-2019
High School Diploma -
Sta. Teresita National High School
Brgy. Bihis, Sta. Teresita Batangas 4206 PH03-2014
Skills
- Proficient Active Listening
- Strategic Decision Making
- Effective Conflict Resolution
- Payment Transaction Handling
- Product Solutions Expertise
Timeline
Customer Experience Agent
Alorica Philippines Inc.
09.2021 - 10.2022
Customer Service Representative
The Results CX
10.2019 - 04.2020
Bachelor of Science - Information Technology
University of Batangas
High School Diploma -
Sta. Teresita National High School
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