Kent Louis Apenas
Customers Service Representative, Technical Support, Collections Specialist
Dumaguete, Province Of Negros Oriental
Summary
A standout candidate in customer service, technical support, or collections brings together strong communication, empathy, and active listening with proficiency in CRM and relevant software tools, paired with impeccable problem‑solving, negotiation, and time‑management skills—and a grounded attention to detail and compliance mindset to navigate both technical issues and sensitive financial interactions.
Overview
9
9
years of professional experience
Work History
Collections Agent
WinIt
Dumaguete City, Negros Oriental
05.2023 - 06.2025
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Maintained high volume of calls and met demands of busy and productive group.
- Processed payments and applied to customer balances.
- Managed an average of 80–100 customer calls per day, ensuring prompt and professional support.
- Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
Customer Service Representative
Smiles on Demand by Vervent Philippines
11.2021 - 02.2023
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Consistently exceeded customer satisfaction targets, maintaining CSAT above 90%
Chat and Email Support Representative
ECE Contact Centers
02.2018 - 12.2020
- Enhanced customer satisfaction by promptly addressing and resolving email inquiries.
- Assisted customers with product troubleshooting and provided relevant solutions to ensure their needs were met.
Customer Service Representative
Qualfon
02.2016 - 10.2017
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
No Degree - Business Administration
Negros Oriental State University
Dumaguete, Province Of Negros Oriental, Philippines 04.2001 -
Skills
Communication & Professionalism
Tech Savviness, Software Proficiency
Problem-Solving & Adaptability
Time Management and Organization
Resourcefulness
Empathy & Patience
Debt Collection Software & CRM Tools
Analytics & Reporting
Timeline
Collections Agent
WinIt
05.2023 - 06.2025
Customer Service Representative
Smiles on Demand by Vervent Philippines
11.2021 - 02.2023
Chat and Email Support Representative
ECE Contact Centers
02.2018 - 12.2020
Customer Service Representative
Qualfon
02.2016 - 10.2017
No Degree - Business Administration
Negros Oriental State University
04.2001 -
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