JOHN KENNETTE NAVARRA
Customer Service Representative
Cavite City, Province Of Cavite
Summary
Experienced with advocating for customer needs and resolving service issues. Utilizes effective communication and problem-solving skills to enhance customer satisfaction. Strong understanding of managing complex cases and ensuring positive outcomes.
Overview
8
8
years of professional experience
2011
2011
years of post-secondary education
Work History
Service Advocate
Optum
09.2023 - 12.2024
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
- Improved customer satisfaction by promptly addressing inquiries and resolving issues.
- Participated in ongoing professional development opportunities to stay updated on industry trends and best practices for service advocacy roles.
- Increased first-call resolutions by employing effective problem-solving strategies tailored to each unique situation.
Technical Support
Valor Global Ph
02.2023 - 08.2023
- Coordinated with engineering staff to deliver 24/7 technical support.
- Provided technical support to clients, addressing concerns and resolving issues promptly.
Customer Service Representative
Sykes/Sitel
01.2022 - 12.2022
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Representative
Telus International Inc.
01.2021 - 11.2021
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Customer Service Representative
Sykes Asia Inc.
03.2018 - 07.2019
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
Conduent
02.2017 - 01.2018
- 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.
Education
Mary Cris Elementary School
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Kin yang Academy
Dasmarinas, CaviteBachelor of Science - Marine Transportation
PNTC Colleges
Dasmarinas, Cavite 01.2012 - 01.2014
Bachelor of Science - Custom Administration
Emilio Aguinaldo College
Dasmarinas, Cavite 01.2014 - 01.2015
Skills
Complaint handling
Innovative
Decision-making skills
Customer service background
Complex Problem-solving
Call handling
Document filing
Document review
Client representation
Problem-solving
MS office
Time management
Program Skills
- Basic Adobe Illustrator
- Microsoft Office Excel
- Microsoft Office PowerPoint
- Adobe Photoshop
Timeline
Service Advocate
Optum
09.2023 - 12.2024
Technical Support
Valor Global Ph
02.2023 - 08.2023
Customer Service Representative
Sykes/Sitel
01.2022 - 12.2022
Customer Service Representative
Telus International Inc.
01.2021 - 11.2021
Customer Service Representative
Sykes Asia Inc.
03.2018 - 07.2019
Customer Service Representative
Conduent
02.2017 - 01.2018
Bachelor of Science - Custom Administration
Emilio Aguinaldo College
01.2014 - 01.2015
Bachelor of Science - Marine Transportation
PNTC Colleges
01.2012 - 01.2014
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Kin yang Academy
Mary Cris Elementary School
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