John Moises Aroba Candelaria
Quezon City
Summary
Dynamic customer service professional with a proven track record at Concentrix for enhancing customer loyalty through empathetic conflict resolution and effective complaint handling. Mentored teams at Alorica, elevating service standards by fostering relationship building and critical thinking skills. Expert in customer education and technical support, significantly improving user experience and team performance.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Concentrix
01.2024 - 02.2025
- 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.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Customer Service Representative Mentor
Alorica
12.2021 - 01.2024
- Handled escalated calls professionally while working towards amicable resolutions that satisfied both parties involved.
- Improved team performance by providing constructive feedback, guidance, and encouragement to fellow Customer Service Representatives.
- Developed strong rapport with customers through active listening skills, empathy, and patience in handling their concerns.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Onboarded and trained customer representatives to meet performance and service goals.
- Supervised large teams with guidance, support and direction for high-quality customer care.
Service Crew Member
McDonald’s
10.2018 - 07.2019
- Enhanced customer satisfaction by providing efficient and friendly service.
- Collaborated with team members to meet high standards of service during peak hours.
- Developed strong multitasking abilities while managing multiple responsibilities simultaneously during high-pressure situations.
- Prepared food items accurately and quickly, adhering to strict food safety guidelines.
Education
Bachelor Of Science In Business Administration - Marketing Managament
Bestlink College of The Philippines
Quezon CitySkills
- Customer service
- Active listening
- Critical thinking
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Complaint handling
- Order processing
- Conflict resolution
- Payment processing
- Team development
- Technical support
- Customer education
- Product sales
- Product promotion
Timeline
Customer Service Representative
Concentrix
01.2024 - 02.2025
Customer Service Representative Mentor
Alorica
12.2021 - 01.2024
Service Crew Member
McDonald’s
10.2018 - 07.2019
Bachelor Of Science In Business Administration - Marketing Managament
Bestlink College of The Philippines
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