Jerold Manzo

Horiondo

Imus City, Cavite

Summary

Dynamic Customer Service Representative with a proven track record at Amazon Operation Services, adept at resolving conflicts and enhancing customer loyalty. Skilled in problem-solving and active listening, I effectively managed escalated calls and trained new staff, ensuring high satisfaction and efficient operations. Committed to delivering exceptional service and timely solutions.

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

years of professional experience

Language

Work History

Customer Service Representative

Amazon Operation Services Philippines Inc.

09.2019 - 01.2025

Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
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.
Trained new Customer Service Representatives on company policies, procedures, and best practices.
Managed timely and effective replacement of damaged or missing products.
Coordinated with logistics department to expedite shipping for urgent customer orders.

Education

Bachelor of Science - Maritime

Asian Institute of Maritime Studies

Pasay City

04.2001 -

Skills

Customer service

Problem-solving

Active listening

Product knowledge

Call management

Adaptability and flexibility

Time management

Call center experience

Problem resolution

Critical thinking

Decision-making

Timeline