Kale Matthew Cesar Silverio
Customer Service Representative
Calibutbut, Bacolor
Summary
Adaptable and resilient professional with proven high experience in customer service in all areas from sales to retention, business analysis, and live monitoring security operations. Skilled in managing high-pressure situations, resolving complex issues, and delivering reliable results. Recognized for critical thinking, empathy, and strong communication across diverse industries.
Overview
8
8
years of professional experience
3
3
Languages
Work History
Live Monitoring Guard
Deep Sentinel
2024.01 - 2025.06
- Monitored properties and prevented threats including trespassing and break-ins.
- Maintained 100% incident detection rate; promoted to senior responsibilities.
Senior Business Analyst (CSR)
Cognizant
2023.01 - 2023.10
- Supported insurance/healthcare accounts with claims analysis and data input.
- Collaborated with stockholders and patients to resolve issues efficiently.
Account Analyst (CSR)
Hinduja Global Solutions
2022.03 - 2022.11
- Assisted American Express clients with billing disputes, upgrades, and services.
- Handled up to 120 accounts daily while ensuring compliance and satisfaction.
Customer Support Expert (AT&T)
VXI
2018.02 - 2020.03
- Resolved billing disputes, technical concerns, and retention cases.
- Met sales and retention targets in a competitive environment.
Hotel Reservations Specialist (CSR)
Teleperformance (Hilton Hotels)
2017.01 - 2017.01
- Handled global hotel reservations ensuring luxury service standards.
Education
WCCATC North Manila
06.2018
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WCCATC North Manila
12.2023
Skills
Security Monitoring & Threat Response
Customer Service & Account Management
Business & Data Analysis
Problem Solving
Leadership
Interpersonal
Timeline
Live Monitoring Guard
Deep Sentinel
2024.01 - 2025.06
Senior Business Analyst (CSR)
Cognizant
2023.01 - 2023.10
Account Analyst (CSR)
Hinduja Global Solutions
2022.03 - 2022.11
Customer Support Expert (AT&T)
VXI
2018.02 - 2020.03
Hotel Reservations Specialist (CSR)
Teleperformance (Hilton Hotels)
2017.01 - 2017.01
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WCCATC North Manila
WCCATC North Manila