Jericho Manahan
1027 Malamig Street Sampaloc
Summary
Professional with experience in managing and resolving customer complaints. Skilled in conflict resolution, communication, and problem-solving. Focused on team collaboration and achieving results. Adaptable and reliable with strong commitment to delivering high-quality outcomes.
Overview
18
18
years of professional experience
Work History
Complaints Officer
Orchid Cybertech Services Incorporated
Pasig
08.2016 - Current
- Analyzed complaint data to identify root causes, trends, issues and regulatory concerns.
- Conducted quality control reviews on complaint data and addressed results with colleagues to influence positive change.
- Enhanced customer satisfaction by promptly addressing and resolving complaints in a professional manner.
- Utilized strong negotiation skills to achieve favorable results for both the company and the complainant when resolving disputes.
- Streamlined complaint handling process by implementing an efficient tracking system, resulting in quicker response times.
- Demonstrated exceptional time management skills, consistently meeting deadlines for resolving complaints and reporting on complaint trends.
- Conducted thorough investigations into complex complaint cases to determine appropriate resolution strategies.
Customer Service Representative
Transcom
Pasig
09.2013 - 08.2016
- 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.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Crew Member
Jollibee Foods Corporations
Pasig, Metro Manila, Philippines
01.2007 - 01.2013
- Completed tasks efficiently, demonstrating strong multitasking abilities during peak service hours.
- Provided knowledgeable product recommendations based on individual customer needs, increasing overall satisfaction levels.
- Maintained a clean and organized work environment to ensure optimal service delivery.
- Reduced wait times with effective communication between customers and staff members.
- Contributed to positive company reputation by delivering exceptional service experiences for customers.
- Streamlined order processing by mastering point-of-sale systems, reducing errors and improving turnaround times.
Education
Bachelor of Science - Business Administration
Technological Institute of The Philippines
Manila, Metro Manila, Philippines01-2013
Skills
- Effective Time Management
- Proficient in Task Management
- Proficient in Task Organization
- High-Quality Client Support
- Technical Proficiency
- Proficient Verbal and Written Skills
- Data Collection
- Effective Goal Development
Timeline
Complaints Officer
Orchid Cybertech Services Incorporated
08.2016 - Current
Customer Service Representative
Transcom
09.2013 - 08.2016
Customer Service Crew Member
Jollibee Foods Corporations
01.2007 - 01.2013
Bachelor of Science - Business Administration
Technological Institute of The Philippines