Ivan Mae Dela Torre
Customer Service Professional
Valenzuela City
Summary
Become a competent and versatile individual willing to develop skills and knowledge in the hospitality and tourism industries. Human resources extend these things to contribute to the company's development and attain the established goals for the success of thyself, the company, and others. Customer service representatives bring top-notch skills in oral and written communication, active listening, and analytical problem-solving. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
10
10
years of post-secondary education
Work History
Customer Service Retention Specialist/Subject Matter Expert
Teleperformance Center Ayala
01.2023 - Current
- 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 Center Ayala
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.
- Supported enterprise and business goals by introducing new product and service offerings.
- 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.
Food Service Staff Member
Retreat Food Hub
10.2018 - 12.2018
- Set up and broke down food service lines quickly to maintain service flow.
- Contributed to a positive working atmosphere by maintaining open communication with coworkers and management.
- Prepared appealing buffet displays, resulting in higher guest satisfaction rates during catered events.
- Greeted customers and answered inquiries regarding menu items and specials.
- Served and assisted diners by carrying plates of food, taking and delivering beverage orders, and refilling glasses.
- Replenished condiments, beverages, and supplies while maintaining the cleanliness of service areas.
- Made food according to standard recipes with requested changes for customer satisfaction.
- Monitored food quality and freshness throughout day.
Social Worker Assistant /Social Worker Intern
3S Center Gen. T. De Leon
08.2017 - 11.2017
- Promoted positive relationships between clients and service providers by acting as a liaison when necessary.
- Maintained accurate client records, ensuring privacy and compliance with regulations.
- Explained medical care options to help families make informed healthcare decisions.
- Collaborated with various stakeholders to promote social services.
- Conducted home visits across our district to check on patients' well-being.
- Assisted in conducting needs assessments to identify key areas of service needs.
- Interviewed clients, families, or groups to assess situations, limitations and issues and implement services to address needs.
Staff Assistant
Public Employment Service Office
02.2017 - 03.2017
- Streamlined office operations by effectively monitoring and addressing client correspondence and data communications.
- Provided exceptional customer service to both internal and external clients while resolving any issues promptly and efficiently.
- Processed expense reports accurately and promptly, enabling swift reimbursement for staff members.
- Supported daily operations with efficient task management, contributing to overall office productivity and organization.
Education
Bachelor of Science - Psychology
Our Lady of Fatima University
Valenzuela, Metro Manila, Philippines 05.2022 - Current
Bachelor of Science in Psychology - undefined
Dr. Carlos S. Lanting College
06.2018 - 05.2020
Humanities and Social Sciences Senior High School - undefined
Pamantasan Lungsod ng Valenzuela
06.2016 - 05.2018
Junior High School - undefined
St. Bernadette College of Valenzuela
06.2012 - 05.2016
Skills
Personal Information
- Age: 24
- Place of Birth: Manila
- Height: 4'11
- Date of Birth: 12/12/99
- Gender: Female
- Nationality: Filipino
- Marital Status: Single
- Religion: Iglesia Ni Cristo
Training
- Brain: The Art, Magic, and Science of what makes you, Dr. Carlos S. Lanting College, Quezon City, 09/18/18
- Maximizing Leadership and People Empowerment Potential among Aspiring Young Professionals., Dr. Carlos S. Lanting College, Quezon City, 01/26/19
- Civic Welfare Training Service (CWTS), Dr. Carlos S. Lanting College, Quezon City, 03/23/19
- Philippine Association of Campus Student Adviser (PACSA) 3rd PACSA International Conference. 40th annual Convention and Training Workshop for campus Advisers, Annual Convention for Student Leaders, Teachers Camp, Baguio City, 11/25/20
References
- Mr. Regie F. Aguirre, Scholarship Program Officer Asst. Professor, +63 908-132-7371, Dr. Carlos S. Lanting College
- Ms. Yulieanna Martinez, Business Processing Specialist-Clinical 3, +63 917-325-9139, Pointwest Innovations Corporation
- Ms. Roleend Deramas, Business Administration E-Commerce, +63 912-682-6136
- Ms. Donna Ericka Catapang, Electrical Design Engineer, +63 931-832-8532, Enerlytic Engineering LLC
Applicant
Ivan Mae C. Dela Torre
I hereby certify that the above information is true and correct to the best of my knowledge.
Timeline
Customer Service Retention Specialist/Subject Matter Expert
Teleperformance Center Ayala
01.2023 - Current
Bachelor of Science - Psychology
Our Lady of Fatima University
05.2022 - Current
Customer Service Experience /Subject Matter Expert
Teleperformance Center Ayala
11.2021 - 12.2022
Results Associate/Flex Supervisor
The Results Companies
01.2020 - 10.2021
Customer Service Associate
Sitel Philippines
08.2019 - 12.2019
Food Service Staff Member
Retreat Food Hub
10.2018 - 12.2018
Bachelor of Science in Psychology - undefined
Dr. Carlos S. Lanting College
06.2018 - 05.2020
Social Worker Assistant /Social Worker Intern
3S Center Gen. T. De Leon
08.2017 - 11.2017
Staff Assistant
Public Employment Service Office
02.2017 - 03.2017
Humanities and Social Sciences Senior High School - undefined
Pamantasan Lungsod ng Valenzuela
06.2016 - 05.2018
Junior High School - undefined
St. Bernadette College of Valenzuela
06.2012 - 05.2016
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