Faiza Jay Purisima
Cebu City, Province Of Cebu
Summary
Accomplished Customer Service Representative with a proven track record at Accenture, excelling in high-stress situations and dispute resolution. Skilled in active listening and problem resolution, I significantly enhanced customer loyalty and satisfaction. Expert in customer relations and product knowledge, I consistently contributed to sales growth and positive feedback, showcasing a blend of hard and soft skills.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Accenture
05.2018 - 01.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy and finding satisfactory resolutions for both customers and the company alike resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Identified and resolved discrepancies and errors in customer accounts.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
Customer Service Representative
Teleperformance Ayala Center Cebu
11.2014 - 02.2018
- Responded to customer requests for products, services, and company information, customer needs and addressing concerns.
- 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.
Education
Associate of Business Administration - Business And Office Technology
Mary Our Help Technical Institute For Women (Cebu)
Minglanilla, Cebu10-2014
Skills
- Customer service
- Active listening
- Call center experience
- Problem resolution
- Customer relations
- Complaint handling
- Payment processing
- Complaint resolution
- Call management
- Product knowledge
- Order processing
- Documentation
- Live chat support
- Technical support
- Building rapport
- Customer education
- Sales expertise
- Product education
Timeline
Customer Service Representative
Accenture
05.2018 - 01.2025
Customer Service Representative
Teleperformance Ayala Center Cebu
11.2014 - 02.2018
Associate of Business Administration - Business And Office Technology
Mary Our Help Technical Institute For Women (Cebu)
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