Georgia Andrea Alcala
Bacolod City, Province Of Negros Occidental
Summary
Dynamic customer service professional with extensive experience at Teleperformance, recognized for enhancing operational efficiency and resolving escalated complaints. Skilled in active listening and critical thinking, consistently exceeding performance metrics. Proven ability to maintain detailed records and develop customized support strategies, fostering customer loyalty and satisfaction.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
IQor Company/RMS Collect Phils Inc.
06.2023 - Current
- Resolved customer inquiries efficiently via phone and email communication.
- Maintained accurate records of customer interactions and transactions in CRM system.
- Collaborated with team members to enhance service delivery processes and customer satisfaction.
- Assisted in training new staff on customer service protocols and company policies.
Customer Service Representative
Teleperformance
09.2017 - 06.2023
- Identified recurring issues and proposed solutions to improve operational efficiency.
- Monitored service metrics to ensure compliance with company standards and goals.
- Provided feedback to management regarding customer trends and potential improvements.
- Handled escalated complaints effectively, ensuring timely resolutions and customer retention.
Customer Service Representative
Transcom Bacolod
03.2017 - 09.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
Teletech Bacolod
09.2016 - 03.2017
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Customer Service Representative
Convergys, One Sanparq Building, San Antonio Park Square
06.2016 - 09.2016
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Customer Service Representative
Panasiatic Solutions
04.2015 - 05.2016
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
Customer Service Crew Member
Mcdonald's/Golden Arches Development
04.2013 - 04.2015
- Delivered exceptional customer service in high-volume fast-food environment.
- Operated point-of-sale systems to process transactions efficiently.
- Maintained cleanliness and organization of dining and kitchen areas.
- Collaborated with team members to ensure timely order fulfillment.
Education
Bachelor of Science - Business Administration
University of Negros Occidental-Recoletos
Bacolod City, Province Of Negros Occidental, Philippines03-2017
High School Diploma -
Bacolod Tay Tung High School
Bacolod City, Province Of Negros Occidental, Philippines03-2013
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
Timeline
Customer Service Representative
IQor Company/RMS Collect Phils Inc.
06.2023 - Current
Customer Service Representative
Teleperformance
09.2017 - 06.2023
Customer Service Representative
Transcom Bacolod
03.2017 - 09.2017
Customer Service Representative
Teletech Bacolod
09.2016 - 03.2017
Customer Service Representative
Convergys, One Sanparq Building, San Antonio Park Square
06.2016 - 09.2016
Customer Service Representative
Panasiatic Solutions
04.2015 - 05.2016
Customer Service Crew Member
Mcdonald's/Golden Arches Development
04.2013 - 04.2015
Bachelor of Science - Business Administration
University of Negros Occidental-Recoletos
High School Diploma -
Bacolod Tay Tung High School