Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Language
Leadership and Activities
Timeline
Generic
Ivan Mae C. Dela Torre

Ivan Mae C. Dela Torre

Valenzuela City

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

6
6
years of professional experience

Work History

Client Service Relations (Customer Service Representative)

HGS Offshore Staffing Solutions
05.2024 - Current
  • Learning Support Assistant in the United States through the online learning platform.
  • On-call support assists students, teachers, and parents when needed.
  • Helping them access information about their class schedules, access information about programs, access information about finances, and help students access other relevant academic information.

Customer Service Retention Specialist/Subject Matter Expert

Teleperformance
01.2023 - 04.2024
  • I followed up with customers about resolved issues to maintain high standards of customer service.
  • Provided excellent customer care by responding to requests, assisting with product selection, and handling ordering functions.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded to customer requests for products, services, and company information. Increased revenue with strategic upselling of products and services to existing customers. Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • I worked closely with sales teams to identify upselling opportunities that aligned with individual customer needs. Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Assisted in training new employees on company policies, procedures, and best practices for customer retention efforts. Boosted company reputation by consistently delivering exceptional customer service experiences.
  • Maintained up-to-date knowledge of product and service changes.

Customer Service Experience/Subject Matter Expert

Teleperformance
11.2021 - 12.2022
  • Mentored new hires, providing guidance on best practices, company policies, and exceptional customer service techniques.
  • Implemented a comprehensive knowledge base system, improving access to information for both team members and customers alike. Provided thought leadership on industry-specific topics, establishing a reputation as an authority within the field.
  • Enhanced equipment operation through monitoring, diagnostics and proper maintenance. Championed change management efforts during organizational transitions by offering expert guidance on navigating new processes and structures.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Established and maintained strong relationships with key clients, acting as a trusted advisor for all customer service-related matters.
  • Increased first-contact resolution rates through proactive problem-solving and clear communication strategies. Enhanced customer satisfaction by promptly addressing and resolving complex issues. Cultivated interpersonal skills by building positive relationships with others.

Results Associate/Flex Supervisor

The Results Companies
01.2020 - 10.2021
  • Planned, created, tested, and deployed system life cycle methodology to produce high-quality systems to meet and exceed customer expectations. Improved team productivity by implementing efficient scheduling and task allocation strategies.
  • Implemented quality control measures that contributed to consistent product quality throughout the process. Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills. Collaborated with cross-functional teams to achieve company objectives and improve overall performance.
  • Consistently met or exceeded performance goals set by upper management, contributing significantly to overall company success. Mentored new employees, providing guidance on company policies, procedures, and best practices. Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Implemented a comprehensive training program that led to a significant increase in staff competency levels. Evaluated employee performance and conveyed constructive feedback to improve skills. Established team priorities, maintained schedules, and monitored performance.
  • Used industry expertise, customer service skills, and an analytical nature to resolve customer concerns and promote loyalty. Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Developed and maintained courteous and effective working relationships. Assisted with day-to-day operations, working efficiently and productively with all team members. Demonstrated respect, friendliness, and willingness to help wherever needed.
  • Identified issues, analyzed information, and provided solutions to problems. Worked well in a team setting, providing support and guidance.

Customer Service Associate

Sitel Philippines
08.2019 - 12.2019
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Provided excellent customer care by responding to requests, assisting with product selection, and handling ordering functions.
  • Utilized internal software and tools to meet customer needs and resolved issues promptly.
  • Offered advice and assistance to customers, paying attention to special needs or wants.

Education

Bachelor of Science - Psychology

Our Lady of Fatima University
04.2023

Bachelor of Science - Psychology

Dr. Carlos S. Lanting College
03.2020

Senior High School - Humanities and Social Sciences

Pamantasan Lungsod ng Valenzuela
01.2018

Junior High School - undefined

St. Bernadette College of Valenzuela
01.2016

Skills

  • Advanced Computer skills, Multimedia, Video presentation and editing, and MS Office
  • Multi-Line Phone Systems, Strategic sales knowledge, Sales closing and Quality Assurance Controls
  • Problem-solving abilities, inbound Management, Receiving support
  • Analytical Skills, Team building, and Administrative and Office Support
  • Call Center Operations

Hobbies and Interests

Thrive in a team environment and work well with others, Enjoy working as a team member as well as independently, Understanding of sales retention, Customer Data Confidentiality, Customer Service, and Transaction Processing, Highly motivated, fast learner, and versatile in hard work, Approachable, responsible, ethical, and trustworthy, Interpersonal Communication, Goal Setting, Self Motivation, Relationship Building, Calm and Professional Under Pressure, Decision-making, Organizational Skills, and Active Listening

Language

Tagalog native speaker/ English Advanced C1 level

Leadership and Activities

Dr. Carlos S. Lanting College President of MagnifiPsych Society Organization June 2018 – March 2020 Successfully managed and inspired the Psychology students, fostering a collaborative and inclusive environment. I had the privilege of guiding and uplifting the Psychology student members, creating a warm and inclusive environment where everyone felt valued and encouraged to collaborate. Planned and Executed Successful Events. Through the planning and execution of Psychology Society's impactful events such as seminars, and trainings, like the Brain: The Art, Magic, and Science of What Makes You and Maximizing Leadership and People Empowerment Potential among Aspiring Young Professionals. Also other school activities, and other school organization engagement. Cultivated and maintained positive relationships with faculty advisors and campus administration Enhanced decision-making, problem-solving, public speaking, time management, and leadership abilities. Contributed to the positive development of the organization and the broader campus community. Dr. Carlos S. Lanting College Society Organization Auditor of DCLC College Student Government June 2018 – March 2020 Ensured the accurate and transparent financial management of the organization's funds. Maintained meticulous financial records, including income statements, balance sheets, and transaction logs. Analyzed financial data to track budget performance, identify areas for improvement, and provide recommendations for budget adjustments. Prepared and presented accurate and timely financial reports to the organization's executive board and members. Ensured compliance with all relevant financial regulations and school policies. Enhanced the organization's financial transparency and accountability to its members and stakeholders.

Timeline

Client Service Relations (Customer Service Representative)

HGS Offshore Staffing Solutions
05.2024 - Current

Customer Service Retention Specialist/Subject Matter Expert

Teleperformance
01.2023 - 04.2024

Customer Service Experience/Subject Matter Expert

Teleperformance
11.2021 - 12.2022

Results Associate/Flex Supervisor

The Results Companies
01.2020 - 10.2021

Customer Service Associate

Sitel Philippines
08.2019 - 12.2019

Bachelor of Science - Psychology

Dr. Carlos S. Lanting College

Senior High School - Humanities and Social Sciences

Pamantasan Lungsod ng Valenzuela

Junior High School - undefined

St. Bernadette College of Valenzuela

Bachelor of Science - Psychology

Our Lady of Fatima University

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Ivan Mae C. Dela Torre