JAN KATHLEEN MONDRAGON
TALISAY BATANGAS
Summary
Adept at transforming customer challenges into triumphs, I leveraged my problem-solving and empathetic listening skills at TELUS DIGITAL to elevate customer satisfaction and foster loyalty. My expertise in CRM software and commitment to service excellence resulted in significant repeat business, underscoring my ability to enhance client relationships and resolve complex issues efficiently.
Overview
7
7
years of professional experience
Work History
Customer Support Specialist
TELUS DIGITAL
11.2022 - Current
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Enhanced customer loyalty by addressing concerns and providing personalized support.
- Ensured customer retention and minimized churn.
Customer Support Specialist
IQOR
09.2021 - 03.2022
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
Customer Service Representative
VALOR GLOBAL
03.2022 - 10.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- 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, ensuring proper follow-up and resolution of issues.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Representative
SYKES
02.2020 - 09.2021
- Promoted additional services to customers by presenting tailored options, enhancing their overall experience.
- Resolved customer inquiries, issues, and complaints by providing accurate information and effective solutions, ensuring a positive customer experience.
Customer Service Representative
ALORICA
09.2017 - 11.2018
- Handled inbound calls, providing accurate information and resolving customer inquiries.
- Tracked orders and assisted customers with account-related issues, including billing, refunds, credits, and returns.
Education
Bachelor Of Science In Psychology - Communication Sciences And Disorders
Christian College of Tanauan
Tanauan City Batangas06.2005
Skills
- Problem-solving
- Complaint handling
- Customer relationship management (CRM)
- CRM software
- Conflict resolution
- Quality assurance
- Product knowledge
- Active listening
- Sales support
- Salesforce
- Payment processing
- Technical troubleshooting
- Time management
- Multitasking and organization
- Customer service excellence
- Empathy and patience
- Team collaboration
- Adaptability and flexibility
- Verbal and written communication
- Email communication
- Analytical thinking
- Workflow management
- Remote support tools
- Stress management
- Attention to detail
- Customer communication and empathy
- Customer service expert
- Problem-solving abilities
- Highly professional
- Friendly and patient
- Tracking and documentation
Timeline
Customer Support Specialist
TELUS DIGITAL
11.2022 - Current
Customer Service Representative
VALOR GLOBAL
03.2022 - 10.2022
Customer Support Specialist
IQOR
09.2021 - 03.2022
Customer Service Representative
SYKES
02.2020 - 09.2021
Customer Service Representative
ALORICA
09.2017 - 11.2018
Bachelor Of Science In Psychology - Communication Sciences And Disorders
Christian College of Tanauan
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