Hillery Joy Villanca
Customer Service Representative
Masantol, Province Of Pampanga
Summary
Dynamic Customer Service Representative with a proven track record at Concentrix, recognized for enhancing customer loyalty through effective problem resolution and active listening. Skilled in CRM software and adept at managing high-stress situations, I consistently exceed performance metrics while fostering positive customer experiences.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
2
2
years of professional experience
Work History
Customer Service Representative
Concentrix
11.2024 - 03.2025
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Customer Service Representative
Teleperformance
06.2023 - 09.2024
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Customer Service Representative
FIS Global Solutions
11.2022 - 06.2023
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Participated in training programs to enhance product knowledge and customer service skills.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Improved resolution time with effective problem-solving for customer complaints.
Education
Bachelor of Science - Hotel And Restaurant Management
Bulacan State University
Malolos, Province Of Bulacan, Philippines 05.2001 -
Skills
Customer service
Problem-solving
Active listening
Product knowledge
Adaptability and flexibility
Data entry
Customer relations
Problem resolution
Critical thinking
Information security
Complaint handling
Product and service solutions
Reading comprehension
Order processing
CRM software proficiency
Timeline
Customer Service Representative
Concentrix
11.2024 - 03.2025
Customer Service Representative
Teleperformance
06.2023 - 09.2024
Customer Service Representative
FIS Global Solutions
11.2022 - 06.2023
Bachelor of Science - Hotel And Restaurant Management
Bulacan State University
05.2001 -
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