KEVIN F. GUILLERMO
Legazpi City,Philippines
Summary
Customer Support Representative skilled in enhancing customer satisfaction and loyalty through effective problem resolution and relationship management. Proficient in case management and CRM software, including Salesforce and OneCRM, ensuring accurate documentation and follow-up. Delivers insightful reports to refine service strategies and excels in team and independent roles, providing tailored solutions to meet diverse customer needs.
Overview
5
5
years of professional experience
Work History
Customer Support Representative
Concentrix CVG Philippines Inc.
Makati
03.2025 - 08.2026
- Maximised customer satisfaction by resolving service issues promptly.
- Resolved subscription questions and concerns through clear, helpful support conversations, enhancing customer experience.
- Built warm rapport with customers through live chat, fostering trust and loyalty.
- Create and manage cases using Salesforce and OneCRM systems.
- Engaged with luxury car owners to promote suitable membership plans.
- Cultivated empathetic client relationships, gaining recognition for consistently exceeding sales targets.
Customer Support Representative
Sutherland Global Services Philippines, Inc
04.2021 - 01.2025
- Assisted sellers in resolving queries and concerns regarding their shops and products, enhancing seller satisfaction and support efficiency.
- Worked in a business process outsourcing environment, providing customer support and services.
- Advises and provides marketing strategies on how to increase and improve the sellers' sales. Increased customer count and revenue.
- Crafted follow-up emails to sellers summarising call discussions, reinforcing communication and documentation for ongoing support.
- Summarizes the call made to the seller for documentation purposes.
- Provided end-of-day reports detailing sellers contacted and uncontacted, ensuring effective follow-up and communication strategies.
Education
Business Hospitality Management -
Divine World College of Legazpi
Legazpi City, Philippines01-2020
High School Graduate -
MABA Computer Oriented High School & College
01-2009
Elementary Graduate -
Legazpi Port Elementary School
01-2005
Skills
- CRM software utilisation
- Complaint resolution
- Technical support
- Sales support
- Sales strategies
- Multitasking efficiency
- Team collaboration
- Customer service expert
- Communication skills
- Problem solving
- Relationship management
- Product knowledge
- Problem solver
Custom
- Dexter Estrada, Accountant / Bookkeeper, Pacifica Accounting, Sydney, Australia, 09185068452, xed_716@yahoo.com
- Reynard Sevillano, Assistant Station Manager, Idol FM Legazpi, Legazpi City, 09277250986
Personal Information
Age: 32
Timeline
Customer Support Representative
Concentrix CVG Philippines Inc.
03.2025 - 08.2026
Customer Support Representative
Sutherland Global Services Philippines, Inc
04.2021 - 01.2025
Business Hospitality Management -
Divine World College of Legazpi
High School Graduate -
MABA Computer Oriented High School & College
Elementary Graduate -
Legazpi Port Elementary School