FRANCIS P. OPENDA
CAVITE
Summary
To obtain a position suited for the company's need that allow utilization and enhancement of skills where my knowledge and expertise can be effectively and efficiently use to the realization of the company's mission,vision,and philosophy. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
8
8
years of professional experience
6
6
years of post-secondary education
Work History
Customer Care Specialist
Optum Global Solutions
Muntinlupa, Alabang
06.2023 - 12.2023
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Streamlined operational efficiencies by managing accounts and contracts and processing system orders and cancellations.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Accurately tracked and recorded customer interactions in CRM platform.
- Identified customer issues with products or services, investigated causes and initiated resolutions.
- Requested escalation for unresolved issues.
- Directed customers to appropriate departments for additional support.
- Created customer profiles by answering questions and providing tailored experiences based on interests and agendas.
- Verified accuracy of customer account information and updated when necessary.
Customer Service Representative
Alorica Philippines, Inc.
Muntinlupa, Albany
12.2020 - 05.2022
- Care advocate
- Account : Healthcare account
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Handled customer inquiries and suggestions courteously and professionally.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Administration Assistant
Arch Herria
01.2016 - 12.2018
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Recorded expenses and maintained accounting records.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Prepared weekly employee work schedules to meet operational needs.
- Drafted agendas, recorded minutes and generated documents to facilitate meetings.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Executed record filing system to improve document organization and management.
- Consulted with leadership to identify processes requiring improvement to support growth and success.
- Managed accounts payable and receivable to gain better sense of overall financial stability and liquidity.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
Education
Bachelor of Science - information technology
University of Perpetual help system - Jonelta
National highway
A.Y - undefined
01.2016 - 04.2017
Bachelor of Science - information technology
Cavite State university
01.2009 - 04.2010
A.Y - undefined
Juan G. Macaraeg N.H.S
01.2018 - 04.2020
undefined
Tubabao Elem. School
01.2014 - 04.2015
Skills
[Product or Service] support
Timeline
Customer Care Specialist
Optum Global Solutions
06.2023 - 12.2023
Customer Service Representative
Alorica Philippines, Inc.
12.2020 - 05.2022
A.Y - undefined
Juan G. Macaraeg N.H.S
01.2018 - 04.2020
Administration Assistant
Arch Herria
01.2016 - 12.2018
A.Y - undefined
01.2016 - 04.2017
undefined
Tubabao Elem. School
01.2014 - 04.2015
Bachelor of Science - information technology
Cavite State university
01.2009 - 04.2010
Bachelor of Science - information technology
University of Perpetual help system - Jonelta
National highway
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