Guia Karmela Gaspay
Tanza, Cavite
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Bruntwork
01.2023 - 04.2023
- Take travel reservations over the phone and accurately input them into our reservation system
- Fulfill requests by securing the same reservations listed on our website
- Respond to customer inquiries and resolve any issues or concerns in a timely and professional manner, using strong verbal and written communication skills
- Maintain a high level of customer satisfaction by providing exceptional service
- Utilize technology to efficiently manage and track customer inquiries and requests.
Data entry Specialist
Bruntwork
10.2022 - 01.2023
- Send the reports to partners
- Jump in a call in case partners have questions about the report
- Input client information into spreadsheets and company database to provide leaders with quick access to essential client data.
- Completed accurate and efficient data entry and database updates to support business operations.
- Identified, corrected and reported data entry errors.
Customer Service Representative
Bruntwork
08.2021 - 12.2022
- Project a professional company image through phone, chat, and email interactions
- Service customers seeking assistance with post- order issues such as returns, replacements, refunds, delivery status and back order inquiries, problem resolution, and any other issues that may arise from the order fulfillment process
- Follow-up, resolve, and document issues
- Route inquiries needing further investigation to the appropriate department and conduct routine research as needed
- Meet customer satisfaction, efficiency metrics, and issue resolution targets, exceeding customer expectations, building customer loyalty and taking advantage of sales opportunities when appropriate.
Customer Service Specialist
FBC APAC
01.2021 - 08.2021
- Upselling various bottle supplements based on customer demand.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Processing the order, assisting in tracking their delivery, and processing returns, refunds, and replacements if they are within the return period.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Inside Sales Associate
Dish
12.2019 - 12.2020
- Successfully sell DISH products and services to new and existing customers using the ability to present compelling offers and influence customer decision- making
- Ability to build and maintain customer relationships.
- Responded to customer inquiries quickly and professionally to maintain customer satisfaction.
- Transpose customer information including demographic, billing, etc
- Listened to customer needs to identify and recommend best products and services.
Customer Service Associate
Amazon
01.2019 - 11.2019
- Addressed inquiries, resolved customer issues and managed customer relations.
- Recommended and initiated product offerings to meet customer changing needs.
- Use tools and programs to navigate the website, research accounts, review options and solutions for customers, and communicate them effectively
- Actively problem-solve and innovate on behalf of customers with good judgment to ensure the appropriate customer outcome.
Customer Service Specialist
T-Mobile
01.2018 - 11.2018
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
Education
Bachelor of Science - Management Accounting
Skills
- Administrative Support
- Order Fulfillment
- Call Center Operations
- Adaptive Team Player
- Microsoft Excel
- Problem-Solving Abilities
- Microsoft Office Expertise
- Active Listening
- Critical Thinking
- Data Entry
- Product Sales
- Inbound and Outbound Calling
- Service Upselling
- Order Processing
- Product Knowledge
- CRM Software
- Project Management Abilities
- Appointment Scheduling
- Retail Sales Customer Service
- Warranty Service
- Customer Service
- Complaint Resolution
- Support Software (Freshdesk, Zendesk, Gorgias, Hubspot and etc
Interests
I have a deep passion for reading motivational books, as they fuel my personal growth and inspire me. I find great joy in exploring various documentaries that broaden my knowledge and spark my curiosity. Additionally, I love listening to instrumental music, as it brings me tranquility and ignites my creativity.
Timeline
Customer Service Representative
Bruntwork
01.2023 - 04.2023
Data entry Specialist
Bruntwork
10.2022 - 01.2023
Customer Service Representative
Bruntwork
08.2021 - 12.2022
Customer Service Specialist
FBC APAC
01.2021 - 08.2021
Inside Sales Associate
Dish
12.2019 - 12.2020
Customer Service Associate
Amazon
01.2019 - 11.2019
Customer Service Specialist
T-Mobile
01.2018 - 11.2018
Bachelor of Science - Management Accounting
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