Gaudencio John Da-a III
1697 Samaka Kapalaran Litex Road, Commonwealth Quezon City
Summary
Accomplished Retention Specialist with a proven track record at Concentrix(formerly Convergys) enhancing customer satisfaction and loyalty through expert complaint handling and conflict resolution. Skilled in CRM software and de-escalation techniques, I significantly reduced churn rates and boosted revenue by crafting personalized retention plans, demonstrating a strong customer focus and a knack for problem resolution.
Overview
12
12
years of professional experience
Work History
Customer Care Advocate
Optum
09.2025 - 01.2026
- Contributed to process improvements by offering valuable input during team meetings and brainstorming sessions.
- Collaborated with team members to achieve shared goals in improving overall customer experience.
- Mentored new hires by sharing knowledge and providing guidance, contributing to a more competent and cohesive team overall.
- Assisted in the development of training materials for new hires to ensure consistent quality across the team.
Customer Sales and Service Expert
Ibex Global
04.2025 - 06.2025
- Processed orders, service requests and applied information to customers.
- Maintained high levels of customer retention through exceptional service and follow-up communication.
- Implemented upselling techniques to maximize revenue opportunities while delivering value-added solutions to clients.
- Collaborated with team members to achieve monthly sales targets and improve overall performance metrics.
Travel Consultant Expert
IGT Solutions
07.2022 - 05.2024
- Built strong relationships with clients through exceptional communication and personalized service.
- Organized trips for individual, family and business travelers.
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
Customer Sales and Service Expert
Teletech Novaliches
05.2018 - 08.2019
- Enhanced customer satisfaction by addressing inquiries and resolving issues promptly and professionally.
- Handled calls promptly and with courteous professionalism.
Retention Customer Service Representative
Afni Philippines
05.2016 - 10.2016
- Provided knowledgeable recommendations for products or services that aligned with individual customer needs, boosting satisfaction levels significantly.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Met or exceeded performance metrics regularly, demonstrating consistent dedication to providing exceptional service.
- Offered proactive solutions to common issues faced by customers, reducing the need for further contact and increasing overall satisfaction levels.
- Assisted customers with account updates and plan changes to optimize their satisfaction and loyalty.
Retention Specialist
Convergys
11.2013 - 04.2015
- Reduced churn rates by identifying at-risk customers and crafting personalized retention plans.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
Education
No Degree - English: Education
National College of Business and Arts
Fairview, Q.C.Skills
Call center experience
Customer focus
Complaint handling
CRM software
Professional telephone demeanor
Conflict resolution
Computer proficiency
Office equipment proficiency
Problem resolution
De-escalation techniques
Customer relationship management (CRM)
Service upselling
Live chat support
Character Reference
Tats Castillo - Optum - 09683600786
Kim Montano - Optum - 09628813913
Arturo Velasquez - IGT Solutions - 09694534772
Timeline
Customer Care Advocate
Optum
09.2025 - 01.2026
Customer Sales and Service Expert
Ibex Global
04.2025 - 06.2025
Travel Consultant Expert
IGT Solutions
07.2022 - 05.2024
Customer Sales and Service Expert
Teletech Novaliches
05.2018 - 08.2019
Retention Customer Service Representative
Afni Philippines
05.2016 - 10.2016
Retention Specialist
Convergys
11.2013 - 04.2015
No Degree - English: Education
National College of Business and Arts