Kien Gibson Caballes
Associate
Cebu City, Province Of Cebu
Summary
Proven expertise in customer service and technical support, honed at Concentrix and IPLOY OPC. Excelled in active listening and product knowledge, enhancing customer satisfaction and loyalty. Achieved notable success in resolving complaints and technical challenges, underpinned by a commitment to professionalism and empathy. Consistently surpassed performance metrics, demonstrating exceptional call management skills. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Overview
3
3
years of professional experience
1
1
Certification
2
2
Languages
Work History
Customer Service Representative
IPLOY OPC.
09.2023 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Improved resolution time with effective problem-solving for customer complaints.
Technical Support Representative
Concentrix
11.2021 - 12.2022
- Adapted quickly to new technology releases, staying informed on updates that could impact customer experience.
- Delivered exceptional phone support, maintaining patience and understanding while addressing client concerns.
- Stayed up-to-date on product knowledge, ensuring accurate and timely information was relayed to clients.
- Developed strong relationships with clients, fostering trust in our ability to resolve their technical challenges quickly.
- Consistently received positive feedback from clients for professionalism and expertise displayed during support interactions.
- Managed multiple priorities simultaneously while maintaining focus on delivering exceptional customer service.
- Contributed to team success by consistently meeting or exceeding established performance metrics.
Education
No Degree - Bachelors of Hospitality of Management
University of Visayas
Colon St Cebu City Philippines 04.2001 -
GED -
SCHOOL FOR KNOWLEDGE INDUSTRIAL LABOR, LEADERSHIP
GENERAL MAXILOM AVENUE, CEBU CITY PHILIPPINES 04.2021 - 05.2024
Skills
Customer Service
Active Listening
Product Knowledge
Call Management
Call center experience
Critical Thinking
Microsoft Excel
Computer Proficiency
Customer satisfaction measurement
Customer Relationship Management (CRM)
Technical Support
Building rapport
Product Sales
Service Upselling
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
TOP SELLER OF THE YEAR
Timeline
TOP SELLER OF THE YEAR
12-2024
Customer Service Representative
IPLOY OPC.
09.2023 - Current
Technical Support Representative
Concentrix
11.2021 - 12.2022
GED -
SCHOOL FOR KNOWLEDGE INDUSTRIAL LABOR, LEADERSHIP
04.2021 - 05.2024
No Degree - Bachelors of Hospitality of Management
University of Visayas
04.2001 -