Hegesipo Abad Jr.
CSR - Senior Associate
Manila, Metro Manila
Summary
Motivated and personable representative successful in applying strong communication and problem resolution skills to address customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
2
2
years of professional experience
6
6
years of post-secondary education
1
1
Certification
1
1
Language
Work History
Senior Call Center Representative
WNS Global Services
07.2022 - Current
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Mentored new hires to navigated systems and protocols, fostering teamwork within workplace.
- Effectively communicated complex information in digestible format for callers of varying levels of technical understanding.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Identified opportunities for upselling products or services, resulting in increased revenue generation for the company.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Knowledgeable in using GDS Amadeus tool and trained in both revenue and mileage redemption products.
Education
Bachelor of Science - Tourism Management
Jose Rizal University
Mandaluyong City, Metro Manila, Philippines 06.2018 - 06.2022
High School Diploma -
Central Colleges of The Philippines
Quezon City, Metro Manila, Philippines 06.2016 - 03.2018
Skills
Time management abilities
Complaint resolution
Fluent in English Language
Revenue and Mileage Redemption reservation expertise
Verbal and written communication
Product and service knowledge
Time management abilities
Interpersonal Skills
Certification
CCD Supervisory Training Program, Cathay Pacific, 25th August 2023
Timeline
CCD Supervisory Training Program, Cathay Pacific, 25th August 2023
08-2023
Senior Call Center Representative
WNS Global Services
07.2022 - Current
Bachelor of Science - Tourism Management
Jose Rizal University
06.2018 - 06.2022
High School Diploma -
Central Colleges of The Philippines
06.2016 - 03.2018