John Lymer Sagala
3D 8th Street Corner 4th Avenue North Signal Taguig
Summary
Adept at CRM software and excelling in complaint handling, I significantly enhanced customer satisfaction at Transcosmos Information Systems. My blend of sharp problem-solving abilities and effective teamwork has consistently improved operations and customer service across roles, including a notable stint at Optum, UnitedHealth Group, where innovative solutions boosted team productivity.
Experienced with handling high volumes of customer inquiries via email. Utilizes strong communication skills to provide clear and concise responses. Track record of resolving issues efficiently and maintaining customer satisfaction.
Professional with strong background in customer support, ready to excel in email communication. Known for resolving issues efficiently, ensuring customer satisfaction, and adapting to changing needs. Skilled in written communication, problem-solving, and collaboration. Dependable team player focused on achieving results.
Overview
7
7
years of professional experience
Work History
Email Support Representative
Transcosmos Information Systems
10.2020 - 10.2022
- Utilized CRM software to track customer interactions, ensuring accurate documentation of all correspondence for future reference.
- Maintained a high level of accuracy in all email correspondences, ensuring that customers received clear and concise information to address their inquiries effectively.
- Enhanced customer satisfaction by promptly addressing and resolving email inquiries.
- Managed a high volume of emails daily, prioritizing tasks to maintain productivity and efficiency.
Technical Support Representative
Diversify Offshore Staffing Solutions
10.2018 - 10.2020
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Seasonal Worker
Harte Hanks
09.2018 - 10.2018
- Developed strong relationships with coworkers through effective communication skills, fostering teamwork within our group.
- Contributed to a positive work environment by maintaining a professional demeanor and upbeat attitude throughout the busy holiday season.
- Handled high-pressure situations effectively by remaining calm and focused during peak seasonal times, allowing for the swift resolution of customer inquiries and concerns.
- Provided exceptional customer service, addressing inquiries and resolving issues in a timely manner.
Provider Services Representative
Optum, UnitedHealth Group
11.2017 - 09.2018
- Coordinated with internal departments on behalf of providers to ensure timely payment resolution for claims disputes or other financial matters.
- Enhanced customer satisfaction by efficiently resolving provider inquiries and concerns.
- Streamlined operations by managing a high volume of incoming calls for medical providers seeking information or assistance.
- Acted as a liaison between providers and company leadership, effectively communicating concerns and feedback to facilitate continuous improvement initiatives.
- Improved communication between providers and insurance companies, leading to better understanding of policy coverage and claim status.
- Implemented innovative tools within call center environment which boosted overall productivity of provider services team while maintaining high level of customer satisfaction.
Customer Service Representative
323 Vapeshop
08.2015 - 10.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
High School Diploma -
Polytechnic University of The Philippines
Manila, Metro Manila, Philippines10-2011
Skills
- Organization
- Complaint handling
- Follow-up skills
- Typing speed
- Email etiquette
- CRM software
- Teamwork
- Problem-solving
- Customer service
- Teamwork and collaboration
- Attention to detail
- Problem-solving abilities
Timeline
Email Support Representative
Transcosmos Information Systems
10.2020 - 10.2022
Technical Support Representative
Diversify Offshore Staffing Solutions
10.2018 - 10.2020
Seasonal Worker
Harte Hanks
09.2018 - 10.2018
Provider Services Representative
Optum, UnitedHealth Group
11.2017 - 09.2018
Customer Service Representative
323 Vapeshop
08.2015 - 10.2017
High School Diploma -
Polytechnic University of The Philippines
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