Ezekiel Andrew Dugan
Muntinlupa City
Summary
Dynamic professional with a proven track record at Hongkong Shanghai Banking Corporation, excelling in customer service and critical thinking. Skilled in complaint handling and computer proficiency, I significantly enhanced customer satisfaction and loyalty. My adeptness in building rapport and resolving disputes has contributed to a positive and efficient service environment.
Overview
2025
2025
years of professional experience
Work History
Customer Service Representative
Hongkong Shanghai Banking Corporation
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- 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.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Improved resolution time with effective problem-solving for customer complaints.
Outbound Sales Representative
Hongkong Shanghai Banking Corporation
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
- Collaborated with other departments, such as Sales or Technical Support, to ensure seamless customer service experiences.
- Expedited issue resolution with efficient multitasking and prioritization of multiple chat conversations simultaneously.
- Maintained extensive knowledge of company policies, procedures, and offerings to effectively address customer needs.
- Boosted customer retention, maintaining a professional and empathetic tone throughout all interactions.
- Demonstrated flexibility in adjusting work hours or assisting with additional tasks during peak periods, contributing to overall team success.
- Collaborated with team members to share best practices for handling complex inquiries and improving overall performance.
- Contributed to a positive work environment by assisting colleagues in resolving challenging situations when needed.
- Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Chat Support Representative
Hongkong Shanghai Banking Corporation
Quezon City
07.2023 - 01.2025
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
- Collaborated with other departments, such as Sales or Technical Support, to ensure seamless customer service experiences.
- Expedited issue resolution with efficient multitasking and prioritization of multiple chat conversations simultaneously.
- Maintained extensive knowledge of company policies, procedures, and offerings to effectively address customer needs.
- Boosted customer retention, maintaining a professional and empathetic tone throughout all interactions.
- Demonstrated flexibility in adjusting work hours or assisting with additional tasks during peak periods, contributing to overall team success.
- Collaborated with team members to share best practices for handling complex inquiries and improving overall performance.
- Contributed to a positive work environment by assisting colleagues in resolving challenging situations when needed.
- Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Education
Bachelor Of Arts And Science - Mass Communication
Pamantasan Ng Lungsod Ng Muntinlupa
Muntinlupa City Metro Manila04.2014
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Computer proficiency
- Complaint handling
- Product knowledge
- Data collection
- Building rapport
- Dispute resolution
- Product and service solutions
- Product sales
- Sales expertise
Affiliations
The Church of Jesus Christ of Latter Day Saints
Languages
English
Bilingual or Proficient (C2)
Timeline
Chat Support Representative
Hongkong Shanghai Banking Corporation
07.2023 - 01.2025
Customer Service Representative
Hongkong Shanghai Banking Corporation
Outbound Sales Representative
Hongkong Shanghai Banking Corporation
Bachelor Of Arts And Science - Mass Communication
Pamantasan Ng Lungsod Ng Muntinlupa