Kenji Uson
Customer Support Representative
Dumaguete City
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
Work History
SMS/Live Chat Agent
First Day
Remote
03.2022 - 03.2023
- Developed strong relationships with repeat customers by consistently delivering exceptional service experiences over time.
- Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.
- Monitored customer conversations and provided timely, knowledgeable assistance.
- Worked closely with each customer to carefully resolve issues within timely fashion.
- Assisted customers with order placement, product returns and order tracking.
- Highest productivity on our channel (Chat/SMS). With total of 100 tickets per day.
- With FRT of 15 seconds in chat and 1:30 min in SMS.
Customer Support Representative
Corepower Yoga
Remote
01.2020 - 03.2021
- Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Connected with customers to address questions and resolve issues through phone and email.
- Managed over 100 tickets per day.
Billing Specialist
Loving Not Working
Remote
03.2019 - 01.2020
- Researched and resolved billing discrepancies to enable accurate billing.
- Worked with multiple departments to check proper billing information.
- Generated and submitted invoices based upon established accounts receivable schedules and terms.
- Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
- Enhanced customer satisfaction with timely and accurate invoice generation.
- Implemented dispute resolution protocols that resulted in faster resolution times while preserving positive business relationships with clients.
- Collaborated with customers to resolve disputes.
- With dispute win probability of 80%.
Lead Customer Service Representative
GROUPRAISE
Remote
05.2017 - 02.2019
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Continuously sought opportunities for professional development and stayed current with industry trends to enhance job performance.
- Ensured all customer complaints were addressed promptly, resulting in significant reduction in escalations.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Maintained high-quality standards by regularly monitoring calls and providing constructive feedback to team members.
- Established positive relationships with clients through regular follow-ups and personalized service offerings.
- Managed over 100 emails per day.
Education
BS IN CIVIL ENGINEERING -
Silliman University
Dumaguete City 10.2017 - 05.2022
Skills
Computer Literate
Email management and Support
Proficient in Microsoft office
Organization
Research
Communication
Leadership
Teamwork
Product Knowledge
Problem-solving abilities
Problem Resolution
Critical Thinking
Personalbackground - Achievements
- Youngest member to join GroupRaise and became their Lead Customer Service Rep
- Got promoted as a lead Customer Service Representative.
- Led a successful event during my time with Digital Walker.
Noteworthyabilities
- Ability to excel in any job that I do without much guidance.
- Ability to lead a team and communicate effectively
- Ability to do my best and deliver the best possible outcome.
- A great team player
Professionalreferences
- Gabriel Christopher Rupert Constantino, Former colleague at GroupRaise, constantinogabriel27@gmail.com
- Jessielyn Saysay, Former colleague at Corepower Yoga, jessa.janaya@gmail.com
Careersummary
SMS/Live Chat Agent, Connecting with Customers through SMS and Live Chat, Addressing their concerns and providing excellent service., With a FRT of 15 seconds for Chat support., Handle 100+ tickets/emails per day., Created solutions for customer complaints., Did a background check on some restaurants that want to join GroupRaise., Handle Disputes and refunds, Handle 100+ tickets/emails per day., Created solutions for customer complaints., Cancel and book class reservations for students., Back end processes., Billing Agent, Loving not working, 2019, 2021, Corepower Yoga, 2020, 2022, GROUPRAISE, 2018, 2019
Timeline
SMS/Live Chat Agent
First Day
03.2022 - 03.2023
Customer Support Representative
Corepower Yoga
01.2020 - 03.2021
Billing Specialist
Loving Not Working
03.2019 - 01.2020
BS IN CIVIL ENGINEERING -
Silliman University
10.2017 - 05.2022
Lead Customer Service Representative
GROUPRAISE
05.2017 - 02.2019
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