Summary
Overview
Work History
Education
Skills
Timeline
OperationsManager
Fredie Liza Estrella

Fredie Liza Estrella

Lapu-Lapu City,Cebu

Summary

Dynamic Call Center Representative with proven expertise, adept at managing high call volumes while delivering exceptional customer service. Skilled in CRM navigation and complaint resolution, I excel in problem-solving and building rapport, ensuring customer satisfaction through effective communication and follow-up. Committed to enhancing team performance and service quality.

Overview

7
7
years of professional experience

Work History

Call Center Representative

ResultsCx
05.2024 - 07.2025
  • Documented customer interactions in CRM system, maintaining detailed and organized records.
  • Managed high call volumes while maintaining professionalism and ensuring quality interactions.
  • Addressed inquiries regarding eligibility for medical and prescription insurance coverage.
  • Handled inquiries related to insurance and enrollment status.
  • Handled escalated calls from customers.
  • Participated in training sessions to stay current with product updates.
  • Offered real-time guidance to team members during difficult scenarios.

Call Center Representative

Tech Mahindra
08.2021 - 10.2021

Provided information on tracking and estimated arrival of packages.

  • Managed high call volumes while maintaining service quality standards.
  • Documented customer interactions in CRM system for effective follow-up.
  • Adapted to new software tools to enhance efficiency and productivity.
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.

Call Center Representative

Concentrix
09.2018 - 03.2019
  • Managed high call volumes while maintaining service quality standards.
  • Documented customer interactions in CRM system for effective follow-up.
  • Provided timely and accurate responses to customer inquiries regarding package delivery and estimated delivery dates.
  • Handled customer complaints about package issues with effective solutions.
  • Ensured customer needs were met through regular follow-up.

Education

High School Diploma -

EMD Carmelite School Foundation Inc.,
Lapu-Lapu City, Philippines

Skills

Customer service

Customer relationship management

Call control

Data entry

Complaint resolution

Technical support

Problem-solving skills

Payment processing

Answering questions

Inbound phone calls

Interpersonal skills

Verbal and written communication

Product knowledge

Gathering information

Documentation and reporting

Appointment scheduling

Calm disposition

Building rapport

Brand representation

Logging call information

Account management

System documentation

Technical troubleshooting

CRM navigation

Delivery tracking

Analytical

Providing customer support

Computer skills

Understanding customer needs

Self motivation

Active listening

Teamwork and collaboration

Calm under pressure

Time management

Adaptability

Multitasking

Timeline

Call Center Representative

ResultsCx
05.2024 - 07.2025

Call Center Representative

Tech Mahindra
08.2021 - 10.2021

Call Center Representative

Concentrix
09.2018 - 03.2019

High School Diploma -

EMD Carmelite School Foundation Inc.,
Fredie Liza Estrella