Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative
J-R Canastillo

J-R Canastillo

Quality Assurance Specialist
410 Venezia Building, East Ortigas Mansions, Santa Lucia, Pasig City,Metro Manila

Summary

With a proven track record at Sitel Philippines, I excel in enhancing customer satisfaction and streamlining QA processes, demonstrating top-tier problem-solving and Microsoft Excel skills. My approach has consistently fostered positive client relations and improved service delivery, achieving a notable increase in customer retention rates.

Overview

15
15
years of professional experience

Work History

Customer Service Representative

TaskUs Philippines
03.2024 - Current


  • Responded to customer requests for products, services, and company information.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Developed feedback system for customers to share their service experience, leading to actionable improvements.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Exhibited high energy and professionalism when dealing with clients and staff.

Quality Assurance Analyst

Sitel Philippines
09.2015 - 11.2021
  • Mentored and coached team members on QA topics and strategies.
  • Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
  • Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
  • Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
  • Acted as a liaison between the QA team and other departments such as Learning and Operations, ensuring effective communication throughout all stages of the project lifecycle.
  • Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
  • Conducted training sessions for Subject Matter Experts and junior QA analysts, enhancing their skills and knowledge of industry best practices.
  • Reduced defect rates through meticulous attention to detail during call monitoring, working closely with clients to address any identified issues quickly.
  • Championed quality assurance initiatives within the organization by promoting a culture of continuous improvement and striving for excellence in all aspects of agent development.
  • Enhanced team collaboration, sharing best practices and insights that led to great customer experience.
  • Fostered culture of continuous improvement by regularly reviewing and updating QA methodologies to adapt to new challenges.
  • Reduced number of customer-reported issues by establishing preemptive strategy that targeted common failure points.
  • Monitored resolution of customer issues and helped clients tackle ongoing problems by providing QA perspective.

Customer Service Representative

Sitel Philippines
11.2007 - 09.2015
  • Resolved customer complaints with empathy and managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer requests for products, services, and company information.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Participated in quarterly customer service meetings to review performance and set goals for improvement.
  • Collaborated with new Customer Service Representatives on company policies, procedures, and best practices.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Developed feedback system for customers to share their service experience, leading to actionable improvements.
  • Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
  • Conducted training sessions for new hires, ensuring consistent level of service across team.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Delivered prompt service to prioritize customer needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Promptly responded to inquiries and requests from prospective customers.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Responded proactively and positively to rapid change.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Managed timely and effective replacement of damaged or missing products.

Education

Bachelor of Science - Physical Therapy

Riverside College
Dr. Pablo O. Torre Sr. St, 23rd St, Bacolod City
04.2001 -

High School Diploma -

Hinigaran National High School
Barangay III, Hinigaran, Negros Occidental
04.2001 -

Primary Education -

Miranda Elementary School
Miranda, Pontevedra, Negros Occidental
04.2001 -

Skills

Customer service

Timeline

Customer Service Representative

TaskUs Philippines
03.2024 - Current

Quality Assurance Analyst

Sitel Philippines
09.2015 - 11.2021

Customer Service Representative

Sitel Philippines
11.2007 - 09.2015

Bachelor of Science - Physical Therapy

Riverside College
04.2001 -

High School Diploma -

Hinigaran National High School
04.2001 -

Primary Education -

Miranda Elementary School
04.2001 -

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J-R CanastilloQuality Assurance Specialist