Joseph Ray Vivas
Manager, Customer Service
73 Arambulo St. Juliano Subd. Brgy 7. Calamba City, Laguna
Summary
Strong leader and problem-solver dedicated to streamlining operations to promote team success and organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success with 16 years of experience in the BPO industry.
Overview
17
17
years of professional experience
Work History
Manager, Customer Service
Synchrony Global Services Philippines Inc.
09.2021 - 05.2024
- Leading, coaching, and developing skills for a team of 20-25 frontline associates to drive quality and exceptional customer service.
- Driving Performance management, ensuring the team is equipped to provide a positive customer/client experience.
- Organizing team building and fun at work activities as well as other employee engagement programs within the company.
Specialist, Customer Solutions
Synchrony Global Services Philippines Inc
05.2020 - 08.2021
- Responsible in reviewing, researching, resolving, and communicating on inquiries and complaints while projecting a professional company image through written interactions through email.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
Specialist, Escalated Help Desk
Synchrony Global Services Philippines Inc.
04.2017 - 05.2020
- Support customer service representatives in multi-client environment by handling escalated calls, building/maintaining relationships with stores and customers.
- Ensure timely and quality resolution of escalated customer/client inquiries via phone and written correspondence.
- Review and be responsible for credit decisions that are outside system recommendations.
- Assist with training and coaching of customer service representatives.
Representative, Customer Service
Synchrony Global Services Philippines Inc.
08.2009 - 04.2017
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Responded to customer questions via telephone regarding credit card services and services.
- Enhanced company reputation by providing exceptional customer service and support.
Representative, Technical Support
ETelecare Global Solutions
01.2009 - 06.2009
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
Representative, Sales (Inbound and Outbound)
ETelecare Global Solutions
05.2007 - 12.2008
- Solved customer challenges by offering relevant products and services.
- Generated new sales leads to achieve and exceed monthly sales goals.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
Education
Bachelor of Science - Psychology
University of Perpetual Help System Laguna
Binan, Laguna 04.2001 -
Skills
Above average English communication skills
Proficient with MS Office applications
Highly capable to lead, motivate and deliver feedback to others, including peers
Timeline
Manager, Customer Service
Synchrony Global Services Philippines Inc.
09.2021 - 05.2024
Specialist, Customer Solutions
Synchrony Global Services Philippines Inc
05.2020 - 08.2021
Specialist, Escalated Help Desk
Synchrony Global Services Philippines Inc.
04.2017 - 05.2020
Representative, Customer Service
Synchrony Global Services Philippines Inc.
08.2009 - 04.2017
Representative, Technical Support
ETelecare Global Solutions
01.2009 - 06.2009
Representative, Sales (Inbound and Outbound)
ETelecare Global Solutions
05.2007 - 12.2008
Bachelor of Science - Psychology
University of Perpetual Help System Laguna
04.2001 -