JOHN PAUL GUAZON
Davao City, Province Of Davao Del Sur
Summary
Dynamic Customer Service Representative with a proven track record at Alorica, excelling in complaint resolution and relationship building. Skilled in active listening, critical thinking, and healthcare compliance. Experienced in call management, Microsoft Excel, and ensuring HIPAA compliance. I collaborate with escalation teams to address and resolve HIPAA breaches, perform audits, and support risk assessments. With nearly two years of experience, I’m committed to delivering high satisfaction and helping others, ready to leverage my communication and problem-solving skills in an Escalation Team role.
Overview
2
2
years of professional experience
Work History
Customer Service Representative
Alorica
07.2023 - 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.
- Responded to customer requests for products, services, and company information.
- My key responsibilities involve probing escalated cases, working in tandem with internal teams, and ensuring adherence to healthcare regulations (such as HIPAA). I aim to foster high customer satisfaction by resolving issues with empathy and efficiency, making sure that all solutions meet both customer expectations and company policies. My top skills lie in customer service, which includes chat support and email support.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Responsible for managing approximately 15 escalated calls per day from agents, ensuring timely resolution of complex customer issues while maintaining high satisfaction levels. I utilize strong problem-solving and communication skills to address concerns, provide guidance, and escalate matters as needed to appropriate departments for swift resolution.
Education
Bachelor of Science - Mechanical Engineering
University of Mindanao
Davao City, Province Of Davao Del Sur, Philippines08-2027
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Computer proficiency
- Complaint handling
- Microsoft Excel
- Call center operations
- Call management
- Product knowledge
Timeline
Customer Service Representative
Alorica
07.2023 - 02.2025
Bachelor of Science - Mechanical Engineering
University of Mindanao
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