Gerlie D. Bonghanoy
Customer Service Representative
Lapu-Lapu City, Province of Cebu
Summary
Accomplished Subject Matter Expert at Outforce - Vonex, adept in strategic thinking and customer focus, significantly enhancing customer loyalty and team efficiency. Leveraged strong analytical skills and innovative mindset to streamline processes and mentor junior staff, driving continuous improvement and achieving goals ahead of schedule. Expert in training and problem-solving, contributing to positive outcomes and increased satisfaction.
Overview
12
12
years of professional experience
Work History
Subject Matter Expert for Accounts
Outforce - Vonex
Cebu City
11.2019 - Current
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
Customer Sales and Service Expert
Telstra Powered by Teletech
04.2016 - 11.2024
- 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.
- Provided comprehensive after-sales support, ensuring a positive experience that led to referrals and new client acquisitions.
- Managed a large portfolio of accounts, maintaining regular contact to assess ongoing needs and offer tailored solutions.
- Completed call documentation while speaking with customers.
- Supported marketing initiatives by providing valuable customer insights that contributed to strategic planning efforts.
Billing Administrator and Specialist
Wipro Cebu Philippines
Cebu City
10.2012 - 04.2016
- Implemented effective collection strategies to recover outstanding debts while preserving long-term business relationships.
- Increased billing accuracy by diligently reviewing and reconciling invoices and payment records.
- Maintained accurate records of clients'' financial transactions, ensuring data integrity within the company''s database.
- Maintained strict confidentiality of client financial information, adhering to relevant data protection laws and company policies.
- Collaborated with other departments to address discrepancies in client accounts, promoting positive interdepartmental relationships.
- Coordinated efforts with credit control teams to assess clients'' creditworthiness and establish appropriate credit limits accordingly.
- Reduced processing time for invoice generation by automating manual tasks using advanced spreadsheet functions.
- Managed complex billing situations with a high level of professionalism, resolving disputes and maintaining client satisfaction.
Education
Bachelor of Science - Business Administration Major in Human Resource
Cebu Institute of Technology
N Bacalso Ave Cebu City 04.2012 - 04.2012
Skills
Strategic Thinking
Creative solutions
Strong analytical skills
Customer Focus
Deep expertise
Problem-solving abilities
Problem-Solving
Assisting and mentoring
Innovative Mindset
Processing Bank, Cheques an Credit/Debit card paments
Reconciliation
Assisting and mentoring
Timeline
Subject Matter Expert for Accounts
Outforce - Vonex
11.2019 - Current
Customer Sales and Service Expert
Telstra Powered by Teletech
04.2016 - 11.2024
Billing Administrator and Specialist
Wipro Cebu Philippines
10.2012 - 04.2016
Bachelor of Science - Business Administration Major in Human Resource
Cebu Institute of Technology
04.2012 - 04.2012
Similar Profiles
Shweta VermaShweta Verma
Sales Operations Administrator at VonexSales Operations Administrator at Vonex
Mimi KhaMimi Kha
Human Resources Assistant at Outforce LLCHuman Resources Assistant at Outforce LLC
Ashley Thomas AlvarezAshley Thomas Alvarez
VoIP Network Engineer at Outforce Inc.VoIP Network Engineer at Outforce Inc.