Jayson Estrada
Customer Service Representative
Talisay, Province Of Negros Occidental,NEC
Summary
Experienced customer service professional with over 13 years in various roles, ranging from frontline support to team leadership. Demonstrates a strong ability to handle customer inquiries, manage disputes, coach team members, and analyze performance metrics. Adept at delivering high-quality service through multiple channels, including phone, chat, and email. Possesses excellent communication skills, a keen eye for detail, and a commitment to continuous improvement.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Aetrex
06.2022 - 05.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Efficiently handled product-specific and order-related inquiries through chat and email.
- Managed return and exchange requests, as well as billing disputes, ensuring customer satisfaction and timely resolutions.
- Processed price adjustments and handled cancellation requests, maintaining accuracy and adherence to company policies.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
Team Leader
Convergys, One Sanparq Building, San Antonio Park Square
01.2011
- Led a team of 16-20 customer service agents, fostering an inclusive and supportive team environment.
- Coached team members regularly, providing constructive feedback and conducting bi-annual performance appraisals.
- Effectively communicated feedback, adapting coaching styles to fit various situations and encouraging continuous performance improvement.
- Analyzed performance trends, developed actionable plans, and ensured the implementation of solutions to improve team efficiency.
- Participated in recruiting efforts, calibration sessions, and conference calls, contributing to the overall success of the organization.
- Took on additional responsibilities in project or site committees, balancing these with daily leadership duties.
Customer Service Representative
TeleTech Sta. Rosa
02.2009 - 12.2010
- Assisted customers over the phone with billing and technical troubleshooting for mobile phone services.
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Offered customized service bundles based on individual customer needs.
- Processed service upgrades, additional line requests, payments, and credit adjustments.
- Worked to retain customers, attempting to resolve issues before transferring to the retention department.
Education
Bachelor of Science - Marketing Management
La Consolacion Collage
Bacolod City, Province Of Negros Occidental, Philippines 04.2001 -
Skills
Customer Service
Timeline
Customer Service Representative
Aetrex
06.2022 - 05.2024
Team Leader
Convergys, One Sanparq Building, San Antonio Park Square
01.2011
Customer Service Representative
TeleTech Sta. Rosa
02.2009 - 12.2010
Bachelor of Science - Marketing Management
La Consolacion Collage
04.2001 -
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