Ace Ramos
Customer Service Representative
San Pedro City,Laguna
Summary
With astute and courteous professionalism, bringing polished communication skills and excellent organizational abilities to the table. Expertise lies in providing critical suggestions that enhance existing and newly established processes. Possess talent for overcoming objections and highly self-motivated. True team player committed to contributing to organization success.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
Work History
Customer Service Representative
Afni Inc, Verizon
Santa Rosa, Laguna
05.2024 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Managed Approximately 30-40 incoming calls, per day from customers.
Recruiting Associate
TSD Global
Taguig City
11.2021 - 10.2022
- Placed advertisements, evaluated applicant credentials, conducted initial interviews and pre-screening assessments.
- Evaluated strengths and weaknesses of candidates through effective screening processes.
- Collaborated with hiring managers to understand job requirements and expectations.
- Developed recruiting strategies to identify qualified candidates and build network.
- Operated and maintained applicant tracking and candidate management systems.
- Collaborated with HR leadership regarding candidate salary determinations.
- Coordinated schedules to arrange management interviews with applicants.
- Emphasized job benefits and perks to applicants to improve organization's attractiveness.
- Advised managers on best practices to maintain compliance with applicable laws.
- Consulted businesses on successful recruiting and retention practices to help minimize turnover.
- Advertised job opportunities on social media platforms and job boards.
- Assisted with onboarding and orientation of new hires to expedite acclimatization process.
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Developed and implemented plans to improve recruitment process.
- Assisted with writing job postings and job descriptions for boards.
- Generated and analyzed reports to monitor employee engagement and attrition trends.
- Pre-screened resumes prior to sending to corporate hiring managers for consideration.
- Managed over 100 candidate pre-screening and OTP calls per day
Technical Support Representative
Sitel
Mandaluyong
12.2019 - 03.2021
- Managed high levels of call flow and responded to technical support needs.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used ticketing systems to manage and process support actions and requests.
- Translated complex technical issues into digestible language for non-technical users.
- Promoted efficiency among departments with prompt resolution of system issues.
- Monitored systems in operation and quickly troubleshot errors.
- Configured hardware and granted system permissions to new employees.
- Responded promptly to incoming sales leads and requests for technical support.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Assisted with updating technical support best practices for use by team.
- Researched product and issue resolution tactics to address customer concerns.
- Documented support interactions for future reference.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Managed over 30 customer calls per day, and was able to increase sales by 5%
Technical Support Representative
Alorica
Makati City
01.2019 - 06.2019
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Managed high levels of call flow and responded to technical support needs.
- Managed approximately 20-30 incoming calls, per day from Customers.
Education
Bachelor of Science - Geology
Adamson University
Manila City 03.2018 - 03.2023
Skills
Time management
Playing games and sports, singing.
I've been the Captain for one of the E-sports team for Pokemon Unite - Mobile game. Most of my experience in being a team player is due to playing both games and sports, such as Basketball, Volleyball, Badminton. Also, I'm somebody who doesn't take himself very seriously and can handle stress and have fun at the same time. When you see me humming or singing a tune, that's me coping for any stress I've been feeling.
Timeline
Customer Service Representative
Afni Inc, Verizon
05.2024 - Current
Recruiting Associate
TSD Global
11.2021 - 10.2022
Technical Support Representative
Sitel
12.2019 - 03.2021
Technical Support Representative
Alorica
01.2019 - 06.2019
Bachelor of Science - Geology
Adamson University
03.2018 - 03.2023
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