GERLIE MIRHAN
Antipolo, Rizal,RIZ
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Alorica
03.2025 - 04.2025
- 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.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- 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.
Store Manager
JPB Enterprises
02.2017 - 12.2024
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Supervised guests at front counter, answering questions regarding products.
Counter Personnel
Sm. Mart Inc
05.2008 - 01.2010
- Handled customer complaints professionally, resolving issues promptly and maintaining customer loyalty.
- Warmly welcomed customers upon approaching counter and placing orders.
- Provided expert product knowledge to assist customers in making informed decisions about their purchases.
- Increased customer satisfaction by providing efficient and friendly service at the counter.
- Professionally answered telephones and responded to customer inquiries.
Education
Doctor of Medicine - Medicine
Our Lady of Fatima University
ValenzuelaBachelor of Science - Tourism Management
Marinduque State College
Sta.Cruz Marinduque04-2008
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Complaint handling
- Microsoft Excel
- Product knowledge
- Microsoft PowerPoint
- Staff training
- Product sales
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
Certification
- Certified Well Being Partner Training - March- April 2022
- Basic Accounting Training -February 2017
- Iridology Training - May 2022
- Naturopathy Pyschological First Aider
- Herbeology Training
Timeline
Customer Service Representative
Alorica
03.2025 - 04.2025
Store Manager
JPB Enterprises
02.2017 - 12.2024
Counter Personnel
Sm. Mart Inc
05.2008 - 01.2010
Doctor of Medicine - Medicine
Our Lady of Fatima University
Bachelor of Science - Tourism Management
Marinduque State College
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