Joshua Gabriel E. Nieras
Taguig City
Summary
Results-driven Customer Service Professional with extensive experience in BPO environments, focusing on sales support and financial services. Proficient in managing high-volume customer interactions, application processing, and issue resolution while upholding data privacy and regulatory compliance. Recognized for effective communication and real-time problem solving, with a proven track record in coaching new hires to enhance performance and customer satisfaction.
Overview
4
4
years of professional experience
Work History
Front Office Agent
Bill Gosling Outsourcing
03.2025 - Current
- Ensured compliance with financial regulations by managing end-to-end application processing accurately.
- Maintained high-quality standards in financial services to enhance overall accuracy and reliability.
- Facilitated effective communication with customers to manage expectations and resolve inquiries promptly.
- Provided assistance in tracking applications, processing refund requests, and clarifying application declinations.
- Protected sensitive customer data by adhering strictly to privacy and information security protocols.
- Led multiple onboarding sessions for new team members, emphasizing operational procedures and service excellence.
- Delivered real-time coaching and immediate feedback to enhance service quality during customer interactions.
- Collaborated with cross-functional teams to identify and implement process improvements for operational efficiency.
Customer Service Representative
Teleperformance AURA
05.2024 - 12.2024
- Enhanced customer satisfaction by resolving inquiries through effective communication.
- Clarified product information, ensuring customers understood services offered.
- Maintained high satisfaction by processing orders and returns accurately.
- Improved service efficiency by collaborating with team members on response strategies.
- Streamlined problem-solving techniques to address customer concerns promptly.
Customer Service Representative
Alorica
01.2023 - 01.2024
- Demonstrated exceptional communication skills by promptly answering customer inquiries and providing assistance.
- Delivered accurate information regarding order statuses, fostering customer satisfaction and trust.
- Facilitated coordination between delivery services and stores during delays to manage customer expectations.
- Executed refund claims by ensuring compliance with established procedures for customer satisfaction.
- Resolved customer concerns effectively, enhancing overall service quality and reinforcing brand loyalty.
- Maintained detailed records of customer interactions for future reference and service improvements.
Service Crew
McDonald's
01.2022 - 01.2023
- By welcoming guests, taking precise orders, and making sure they had a good meal, I delivered exceptional customer service.
- Followed stringent hygienic and quality standards when preparing and serving food and drinks.
- Handled point-of-sale (POS) systems, processed payments, and oversaw cash transactions accurately and efficiently.
Education
Bachelor of Science - Criminology
TAGUIG CITY UNIVERSITY
01.2023
undefined
PRESIDENT DIOSDADO MACAPAGAL HIGHSCHOOL/SHS
01.2021
undefined
EM'S SIGNAL VILLAGE ELEMENTARY SCHOOL
01.2014
Skills
- Adaptability
- Customer service
- Computer literacy
- Active listening
- Exceptional communication
- Multitasking proficiency
- Team player attitude
- Strong work ethic
- Attention to detail
References
- Marvelous, Advincula, Database Administration, 950-330-8193
- Alejah Kaye, Jaca, Customer Service Representative, 947-982-0173
Timeline
Front Office Agent
Bill Gosling Outsourcing
03.2025 - Current
Customer Service Representative
Teleperformance AURA
05.2024 - 12.2024
Customer Service Representative
Alorica
01.2023 - 01.2024
Service Crew
McDonald's
01.2022 - 01.2023
undefined
PRESIDENT DIOSDADO MACAPAGAL HIGHSCHOOL/SHS
undefined
EM'S SIGNAL VILLAGE ELEMENTARY SCHOOL
Bachelor of Science - Criminology
TAGUIG CITY UNIVERSITY