Irish Lou Fontillas
G.E. Torres Street, Davao City
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and experienced at exploring different solutions to address customer needs effectively. Skilled in effective communication and customer service tools, consistently delivering timely solutions and improving user experiences. Recognized for my ability to manage escalated issues with empathy and professionalism.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
Alorica
10.2022 - 02.2025
- Assisted customers with order placements, modifications, and refunds, ensuring their concerns were addressed promptly and with professionalism.
- Maintained excellent communication skills to communicate effectively between customers, drivers, and restaurant partners, contributing to seamless service delivery.
- Demonstrated proficient time management by balancing multiple tasks in a fast-paced environment while achieving key performance metrics such as first call resolution and customer satisfaction scores.
- Utilized company tools and systems to track and resolve customer issues, ensuring accurate documentation and follow-up.
Technical Support Representative
VXI Global Holdings
11.2021 - 09.2022
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various smart phone issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Managed high levels of call flow and responded to technical support needs.
Education
Bachelor of Science - Accounting
University of The Immaculate Conception
Fr. Selga St., Davao City, Philippines04-2020
Skills
- Strong customer service skills
- Excellent teamwork and communication
- Exceptional time management
- Proficient in certain CRM software
- Call center experience
Timeline
Customer Service Representative
Alorica
10.2022 - 02.2025
Technical Support Representative
VXI Global Holdings
11.2021 - 09.2022
Bachelor of Science - Accounting
University of The Immaculate Conception
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