Joel Rio Balaba
Support Specialist
Cebu City
Summary
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.
Diligent Customer Service skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction.
Overview
12
12
years of professional experience
1
1
year of post-secondary education
Work History
Customer Support Specialist
Support Services Group Inc.
Cebu City
07.2021 - Current
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
- Maintained and managed customer files and databases.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided primary customer support to internal and external customers.
- Resolved concerns with products or services to help with retention and drive sales.
- Responded to customer calls and emails to answer questions about products and services.
- Served customer account and technical needs across 15+ daily calls, consistently meeting productivity and quality targets.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Grocery Bagger
Stanfor Marketing - SaveMore
Cebu City
04.2011 - 08.2023
- Assisted customers by finding items quickly to boost store satisfaction rates.
- Protected materials for transport by correctly packaging products in boxes and crates.
- Removed trash, swept, and mopped floors for professional appearance.
- Helped customers complete purchases by moving heavy items, collecting payments, and bagging purchases.
- Retrieved items for customers and verified prices.
- Delivered assistance and service by carrying packages and bags and securing customer purchases in vehicles.
- Pleasantly greeted customers and provided prompt and courteous service.
- Collected carts from parking lot and designated return locations.
- Inspected floor displays, noted missing items, and immediately replenished merchandise.
- Rotated grocery products ensuring that expired or spoiled items were immediately removed and adhered to "first in, first out" rule.
- Communicated with customers and staff politely and professionally to uphold store standards.
- Collected shopping carts from parking lot and returned to stand to keep lot organized.
- Addressed customer complaints and concerns, providing mutually beneficial solutions.
- Cleaned and maintained store aisles and merchandise displays to provide customers with positive experience.
- Assembled boxes, cartons and containers to package items.
Welder (OJT)
Primary Structure Coporation
Cebu City
03.2021 - 06.2021
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Ran errands and provided general office support in a professional environment.
- Proved successful working within tight deadlines and a fast-paced environment.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Accounting Software Representative
Concentrix Philippines Inc.
Cebu City
10.2017 - 10.2019
- Learned and adapted quickly to new technology and software applications.
- Organized and detail-oriented with a strong work ethic.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Managed time efficiently in order to complete all tasks within deadlines.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend and holiday shifts.
- Developed strong communication and organizational skills through working on group projects.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Skilled at working independently and collaboratively in a team environment.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Gained extensive knowledge in data entry, analysis and reporting.
Technical Support Representative
Sykes Asia Inc.
Cebu City
07.2016 - 10.2017
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Used ticketing systems to manage and process support actions and requests.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Managed high levels of call flow and responded to off shore students technical support needs.
- Documented support interactions for future reference.
- Assisted with updating technical support best practices for use by team.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
Office Assistant
Asian College of Technology (Main Campus)
Cebu City
10.2013 - 05.2015
- Delivered clerical support by handling range of routine and special requirements.
- Interacted with customers by phone, email, or in-person to provide information.
- Completed clerical tasks such as filing, copying, and distributing mail.
- Welcomed office visitors and alerted staff to arrivals of scheduled appointments.
- Prepared and edited documents to produce precise, accurate and professional communication.
- Scheduled and coordinated travel arrangements for office staff members.
- Organized events and meetings to maximize capacity and keep event venues running smoothly.
- Maintained and updated office records, both digital and physical.
Education
Bachelor of Science - Information Technology
Asian College of Technology
Cebu City, Cebu, Philippines 06.2014 - 05.2015
Skills
Customer response
Motorcycling
I'm an active member of Cebu Klasik motor cycle group (https://www.facebook.com/groups/560034227415002). Where we promote camaraderie, charity rides, and prompt response to members in need.
We have adopted Cambagocboc Elementary School (https://www.facebook.com/CAMBAGOCBOCES/) located in Balamban Cebu where we have donated different school materials. We visit them every year to help with the school painting and classroom renovations. We also support Batang Pinangga Foundation, Inc (https://www.batangpinangga.org/) located in Carmen, Cebu where we donate basic needs for the children staying there.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Timeline
Customer Support Specialist
Support Services Group Inc.
07.2021 - Current
Welder (OJT)
Primary Structure Coporation
03.2021 - 06.2021
Accounting Software Representative
Concentrix Philippines Inc.
10.2017 - 10.2019
Technical Support Representative
Sykes Asia Inc.
07.2016 - 10.2017
Bachelor of Science - Information Technology
Asian College of Technology
06.2014 - 05.2015
Office Assistant
Asian College of Technology (Main Campus)
10.2013 - 05.2015
Grocery Bagger
Stanfor Marketing - SaveMore
04.2011 - 08.2023
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