IRENE JOY P. NICOLAS
Quezon City
Summary
Results-driven Customer Service Professional excelling in fast-paced call center environments. Achieved high customer satisfaction levels by resolving complex technical and billing issues, consistently maintaining a Top Agent NPS rating of 70%. Focused on delivering outstanding client support and building strong relationships, leveraging exceptional communication and problem-solving skills.
Overview
1
1
Language
1
1
year of post-secondary education
1
1
year of professional experience
Work History
Customer Service Representative
Transcom Iloilo
iloilo
04.2024 - 04.2025
- Telco Account
- Assisted customers with inquiries and resolved issues effectively.
- Provided product information and guided customers through services offered.
- Handled escalated complaints with professionalism and empathy.
- Documented customer interactions in the CRM system accurately.
- Collaborated with team members to improve service delivery processes.
- Maintained knowledge of promotions and product updates for accurate support.
Sales Agent
iQOR Iloilo
iloilo
11.2023 - 02.2024
- Managed retail account operations during seasonal peak periods.
- Provided exceptional customer service to enhance client satisfaction and loyalty.
- Assisted customers with product inquiries and order processing efficiently.
- Handled customer complaints professionally to resolve issues promptly.
- Educated clients on product features and benefits to facilitate informed decisions.
- Utilized CRM software to track sales leads and follow up regularly.
- Participated in training sessions to improve sales techniques and product knowledge.
Education
GENERAL ACADEMIC STRAND -
R.G HECHANOVIA MEMORIAL NATIONAL HIGH SCHOOL
Iloilo, philippines 06.2018 - 04.2019
Skills
- CRM management
- Effective complaint handling
- Customer-focused attitude
- Customer engagement tactics
- Product support knowledge
- Problem-solving approach
- Decision making
- Task prioritization
- Time management
- Team collaboration
- Communication skills
Personal Information
Title: CUSTOMER SERVICE REPRESENTATIVE
Languages
English
Beginner
A1
Timeline
Customer Service Representative
Transcom Iloilo
04.2024 - 04.2025
Sales Agent
iQOR Iloilo
11.2023 - 02.2024
GENERAL ACADEMIC STRAND -
R.G HECHANOVIA MEMORIAL NATIONAL HIGH SCHOOL
06.2018 - 04.2019