Jevie Esmama
Sibunag Guimaras
Summary
Proven professional with a solid background in customer service and call center operations, notably at CARELON GLOBAL SOLUTIONS PH. Excelled in problem-solving and active listening, enhancing customer satisfaction and loyalty. Demonstrated proficiency in Microsoft Excel and critical thinking, contributing to efficient call management and resolution. Achieved significant improvements in customer feedback and workplace safety.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
CARELON GLOBAL SULOTIONS PH
03.2024 - Current
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
LEAD VERIFICATION SPECIALIST
TRUALLIANT BPO
10.2022 - 01.2024
- Maintained a high level of professionalism when interacting with external parties during the verification process.
- Verified client information by analyzing existing evidence on file.
- Provided clear explanations of complex processes to clients, ensuring their understanding and satisfaction with our services.
- Upheld company reputation for integrity by consistently applying ethical standards during all stages of the verification process.
- Participated in regular performance reviews, using constructive feedback as an opportunity for growth and development within my role as a Verification Specialist.
- Contributed to a positive work environment by actively participating in training sessions and sharing knowledge with team members.
Dinning/Service Crew Member
JIPBAB ILOILO
02.2022 - 09.2022
- Enhanced customer satisfaction by providing efficient and friendly service.
- Prepared food items accurately and quickly, adhering to strict food safety guidelines.
- Developed strong multitasking abilities while managing multiple responsibilities simultaneously during high-pressure situations.
- Maintained a clean and organized work environment for improved customer experiences.
- Collaborated with team members to meet high standards of service during peak hours.
- Provided exceptional customer service, resulting in increased repeat business and positive reviews.
- Provided excellent customer service by greeting customers and meeting quality expectations.
DMND & MLK Warehouse
MANPOWER
11.2021 - 02.2022
- Established safety protocols for warehouse environment, significantly reducing workplace accidents.
- Ensured accurate inventory counts through regular audits and meticulous recordkeeping.
- Managed inbound shipments by unloading trucks, checking items against invoices, and properly storing products in designated locations.
- Operated various types of material handling equipment safely including forklifts, pallet jacks, and hand trucks to move heavy loads throughout the warehouse facility.
- Loaded and unloaded materials onto and off of trucks for fast shipment.
- Maintained a clean and organized work area, contributing to an efficient and safe working environment.
Education
Bachelor of Science - Computer Science
University of The Philippines Visayas
Miagao, Province Of Iloilo, Philippines 04.2001 -
High School Diploma -
Jordan National High School
Guimaras 04.2001 -
High School Diploma -
Ayangan National High School
Guimaras 04.2001 -
Skills
Customer Service
Active Listening
Product Knowledge
Call Management
Problem-solving abilities
Call center experience
Customer Relations
Critical Thinking
Microsoft Excel
Computer Proficiency
Call Center Operations
Problem Resolution
Timeline
Customer Service Representative
CARELON GLOBAL SULOTIONS PH
03.2024 - Current
LEAD VERIFICATION SPECIALIST
TRUALLIANT BPO
10.2022 - 01.2024
Dinning/Service Crew Member
JIPBAB ILOILO
02.2022 - 09.2022
DMND & MLK Warehouse
MANPOWER
11.2021 - 02.2022
Bachelor of Science - Computer Science
University of The Philippines Visayas
04.2001 -
High School Diploma -
Jordan National High School
04.2001 -
High School Diploma -
Ayangan National High School
04.2001 -