KEVIN JOSHUA COYOCA
Customer Service Advisor
Navotas
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
1
1
years of professional experience
2
2
years of post-secondary education
Work History
Customer Service Advisor
Concentrix
Manila
04.2023 - Current
- Responded to provider needs through competent customer service and prompt problem-solving.
- Managed department call volume of more than forty calls per day and coordinated department schedules to maximize coverage during peak hours.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Actively listened to providers, handled concerns quickly and escalated major issues to supervisor.
Customer Experience Associate
Conduent Inc
05.2022 - 03.2023
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Documented provider interactions in internal database to maintain customer service history details.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Checker
SM City San Lazaro, Felix
Manila
10.2003 - 11.2018
- Spoke with upset customers and notified appropriate management to resolve conflicts.
- Performed checks to determine most accurate pricing.
- Directed customers on methods to obtain refunds, returns and exchanges.
- Collaborated with other departments to ensure accuracy of all measurements.
- Identified issues and developed solutions to improve quality control.
- Cleaned work areas of excess supplies, cardboard and rejected materials throughout each shift.
Education
ICT-Programming -
ACLC College of Baliuag
329 Benigno S. Aquino Ave, Baliuag, Bulacan, PH 06.2016 - 05.2018
Skills
High Achiever
undefinedAccomplishments
- Achieved Top Agent in June and July by passing all the KPI and going beyond the expectations.
- Achieved less than 400 AHT every month through effective call handling and product knowledge.
- Documented and resolved credentialing application concern which led to Commendation.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Quote
You miss 100% of the shots you never take.
Wayne Gretzky
Timeline
Customer Service Advisor
Concentrix
04.2023 - Current
Customer Experience Associate
Conduent Inc
05.2022 - 03.2023
ICT-Programming -
ACLC College of Baliuag
06.2016 - 05.2018
Checker
SM City San Lazaro, Felix
10.2003 - 11.2018
Similar Profiles
Sandile Marvellous NtombelaSandile Marvellous Ntombela
Team Coach at ConcentrixTeam Coach at Concentrix
Priyanka DasPriyanka Das
Team Leader at ConcentrixTeam Leader at Concentrix
AKASH BISHTAKASH BISHT
Senior Advisor at ConcentrixSenior Advisor at Concentrix