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
Problem-solving
Active listening
Product knowledge
Call management
Adaptability and flexibility
Complaint resolution
Time management
Call center experience
Customer relations
Problem resolution
Critical thinking
Decision-making
Team collaboration
Microsoft Excel
Computer proficiency
Account updating
Complaint handling
Task prioritization
Live chat support
Microsoft outlook
Client relations
Customer education
Conflict resolution
Team development
Documentation
Product and service solutions
Microsoft PowerPoint
Payment processing
Building rapport
Sales expertise
Quality control
Product sales
Service upselling
Escalation management
De-escalation techniques
Spreadsheets
Dispute resolution
Professional telephone demeanor
Sales closing
Product education
Service standard compliance
Brand representation
Order fulfillment
Product promotion
Lead generation
Proofreading
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 -