Adept at problem-solving and active listening, I excelled in enhancing customer satisfaction and loyalty. My adaptability and expertise in claims processing and customer service have consistently fostered positive client relationships and business growth. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Goal-oriented individual versed in greeting high-volume of customers and recommending merchandise based on individual requirements. Highly motivated Sales Associate with extensive customer service and sales experience. Outgoing sales professional with track record of driving increased revenue, improving buying experience and elevating company profile with targeted markets. Consistently recognized for sales performance and excellence in customer service.
Work History
Customer Service Representative
Cyber City Teleservices
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.
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.
Assisted customers in navigating company website and placing online orders, improving overall user experience.
Contributed to sales growth by upselling products and services based on individual customer requirements.
Delivered prompt service to prioritize customer needs.
Customer Service Representative
OFFSOURCING PHILLIPINES INC
Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
Enhanced customer satisfaction by resolving complex issues promptly and professionally.
Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Addressed customer account discrepancies and concerns.
Detailed payment options and explained price, receipt and billing details to customers.
Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Promptly responded to inquiries and requests from prospective customers.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Enhanced productivity levels by anticipating needs and delivering outstanding support.
Followed up with customers about resolved issues to maintain high standards of customer service.
Educated customers about billing, payment processing and support policies and procedures.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Maintained up-to-date knowledge of product and service changes.
Met customer call guidelines for service levels, handle time and productivity.
Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Customer Service Representative
CONCENTRIX CVG PHILIPPINES
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.
Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Contributed to sales growth by upselling products and services based on individual customer requirements.
Delivered prompt service to prioritize customer needs.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Met customer call guidelines for service levels, handle time and productivity.
Managed timely and effective replacement of damaged or missing products.
Assisted customers in navigating company website and placing online orders, improving overall user experience.
Customer Support Specialist
CONECTYS PHILIPPINES INC
Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
Developed strong relationships with clients, resulting in repeat business and positive feedback.
Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Multitasked to handle diverse customer needs in high-volume assistance to customers via phone, email, and live chat channels setting, prioritizing tasks to keep up with challenging deadlines.
Reduced call handle time, allowing for more customer inquiries to be resolved each day.
Conducted detailed analysis of customer feedback to identify patterns and areas for improvement in product development.
Continually expanded knowledge of consumer product line.
Claims Representative/Cold Caller
Flatworld Solutions
Achieved daily call quotas by diligently managing time and prioritizing tasks for maximum efficiency.
Maintained compliance with industry regulations by adhering to established procedures and guidelines in claims handling.
Maintained detailed records of calls, outcomes, and follow-up actions for accurate reporting and analysis purposes.
Maintained strict confidentiality regarding sensitive customer information, adhering to legal guidelines and company policies at all times.
Contributed to an inclusive work environment by maintaining open lines of communication and treating all team members with respect and consideration.
Evaluated coverage applicability for incoming liability claims; ensuring accurate payment allocation based on policy terms.
Verified insurance claims and determined fair amount for settlement.
Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
Maintained contact with claimants and attorneys to determine treatment status.
Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
Examined claims forms and other records to determine insurance coverage.
Ensured compliance with HIPAA regulations while managing sensitive patient information during the verification process.
Technical Support Representative/Claims Representative
TECHLOG CENTER PHILIPPINES
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.
Set appointments for potential customers looking for remote and in store services.
Increased appointment setting success by developing targeted call lists based on potential client needs.
Developed strong rapport-building skills through daily interaction with diverse clientele over the phone.
Maintained detailed records of all appointment setting activities, ensuring accurate reporting and analysis of key performance metrics.
Maintained a high level of knowledge about company products and services, enabling effective communication with potential clients during cold calls.
Answered phone calls and answered questions from potential customers.
Adapted quickly to changes in company offerings or processes, ensuring seamless communication of updated information to prospective clients during outreach efforts.
Resolved customer problems and complaints.
Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
Maintained compliance with industry regulations by adhering to established procedures and guidelines in claims handling.
Worked productively in fast-moving work environment to process large volumes of claims.
Provided exceptional customer service, addressing concerns and resolving issues promptly.
Achieved high levels of accuracy in claim assessment, minimizing company's exposure to risk.
Built relationships with customers to encourage repeat business.
Solved customer challenges by offering relevant products and services.
Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
Assessed customer needs and utilized suggestive selling techniques to drive sales.
Provided positive first impressions to welcome existing, new, and potential customers.
Engaged with customers to build rapport and loyalty.
Answered customer questions about sizing, accessories, and merchandise care.
Engaged with customers to effectively build rapport and lasting relationships.
Helped customers locate products and checked store system for merchandise at other sites.
Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
Participated in team meetings and training sessions regularly for continuous professional development within the retail industry.
Managed returns, exchanges and refunds in accordance with company and store policy.
Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
Collaborated with team members to achieve monthly sales targets.
Education
Undergrad - Information Technology
Jose Maria College
Philippine-Japan Friendship Highway, Davao, PH
04.2001 -
Skills
Customer service
Problem-solving
Active listening
Product knowledge
Adaptability and flexibility
Call center experience
Problem resolution
Computer proficiency
Building rapport
Sales expertise
Order processing
Product sales
Claims investigation
Documentation review
Multitasking
Claims processing
Adaptability
Appointment scheduling
Patience and persistence
Performance tracking
Call control
Objection handling
Stress tolerance
Goal orientation
Customer needs assessment
Problem-solving skills
Sales strategies
Cold calling
Upselling and cross selling
Excellent communication skills
Exceeds sales goals
Written and oral communication skills
Reading comprehension skills
Accomplishments
Awarded “Employee of the Month” last January 2024.
Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Interests
Reading
Creative hobbies
Listening to music
Timeline
Undergrad - Information Technology
Jose Maria College
04.2001 -
Customer Service Representative
Cyber City Teleservices
Customer Service Representative
OFFSOURCING PHILLIPINES INC
Customer Service Representative
CONCENTRIX CVG PHILIPPINES
Customer Support Specialist
CONECTYS PHILIPPINES INC
Claims Representative/Cold Caller
Flatworld Solutions
Technical Support Representative/Claims Representative
TECHLOG CENTER PHILIPPINES
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