John Dave Piano
Palauig, Province Of Zambales
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
5
5
years of professional experience
Work History
Customer Care Representative
EXL Service
Pasay, Metro Manila
11.2022 - 11.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
Migration Specialist
Telus International
Taguig, Metro Manila
09.2021 - 08.2022
- Coordinated data migration activities for ongoing projects to confirm alignment of progress with prescribed timelines and execution milestones.
- Led data migration projects, data file analyses and platform validation.
- Mentored junior team members on essential data migration skills and techniques, fostering a collaborative work environment that promoted professional growth.
- Collaborated with cross-functional teams to develop effective migration solutions for various project requirements.
- Enhanced client trust in the company''s offerings by providing timely support during post-migration phases, including troubleshooting, issue resolution, and training sessions.
Subject Matter Expert
EPerformax Contact Centers & BPO
Pasay, Metro Manila
01.2021 - 09.2021
- Mentored junior team members, contributing to their professional growth and development.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
- Spearheaded internal training initiatives that led to increased employee proficiency in critical skills.
Customer Service Representative
Sutherland Global Services
Taguig, Metro Manila
11.2018 - 11.2020
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
Associate of Science - Information Technology
Micro Asia College of Science And Technology
Iba, Province Of Zambales, Philippines10.2017
Bachelor of Science - Information Technology
Ramon Magsaysay Technological University
Iba, Province Of Zambales, Philippines10.2016
Skills
- Customer Service
- Inbound Customer Service
- Data Entry
- Call center experience
- Problem Resolution
- Payment Processing
- Customer Relationship Management
- CRM Software
- Computer Skills
- Microsoft Office
- Product Knowledge
Timeline
Customer Care Representative
EXL Service
11.2022 - 11.2023
Migration Specialist
Telus International
09.2021 - 08.2022
Subject Matter Expert
EPerformax Contact Centers & BPO
01.2021 - 09.2021
Customer Service Representative
Sutherland Global Services
11.2018 - 11.2020
Associate of Science - Information Technology
Micro Asia College of Science And Technology
Bachelor of Science - Information Technology
Ramon Magsaysay Technological University