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
Rapid and Adaptive
Solutions Oriented Professional
Skilled Collaborator
Effective Cross Functional Communicator
Accomplishments
- 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
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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