Oracle netsuite
IRISH PAYUMO
CUSTOMER SERVICE REPRESENTATIVE
MAKATI CITY
Summary
Adept at enhancing customer satisfaction, my tenure at DIWA Learning Systems, Inc. showcased my ability to resolve complaints and boost retention through excellent communication and active listening. Skilled in customer service and computer proficiency, I consistently improved processes, achieving significant reductions in unresolved issues. 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
10
10
years of professional experience
Work History
CUSTOMER SERVICE SPECIALIST
DIWA LEARNING SYSTEMS, INC.
06.2014 - Current
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Maintained and managed customer files and databases.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Resolved concerns with products or services to help with retention and drive sales.
- Implemented feedback from supervisors to improve performance in key areas such as empathy and active listening.
- Provided primary customer support to internal and external customers.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Ensured timely follow-up on pending cases, reducing the number of unresolved issues significantly over time.
- Updated account information to maintain customer records.
Education
Bachelor of Science - INFORMATION TECHNOLOGY
ILOCOS SUR POLYTECHNIC STATE COLLEGE
TAGUDIN, ILOCOS SUR 04.2001 -
High School Diploma -
SISTERS OF MARY SCHOOL GIRLSTOWN
BIGA, SILANG CAVITE 04.2001 -
Skills
Customer Service
Software
Timeline
CUSTOMER SERVICE SPECIALIST
DIWA LEARNING SYSTEMS, INC.
06.2014 - Current
Bachelor of Science - INFORMATION TECHNOLOGY
ILOCOS SUR POLYTECHNIC STATE COLLEGE
04.2001 -
High School Diploma -
SISTERS OF MARY SCHOOL GIRLSTOWN
04.2001 -
Work Preference
Work Type
Full TimePart TimeContract WorkInternshipWork Location
RemoteHybridOn-SiteImportant To Me
Team Building / Company RetreatsFlexible work hoursWork from home optionPersonal development programsHealthcare benefitsCareer advancementInterests
Playing ball games
Indoor games
Reading books
Languages
English
Intermediate (B1)
Tagalog
Upper intermediate (B2)
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