Mar Glory Salde
culasi,Antique
Summary
Customer Care Representative skilled in resolving complex queries and delivering tailored support. Utilises effective communication to ensure client satisfaction and understanding of products. Collaborates with teams to enhance service delivery and customer experiences. Focused on continuous improvement, leveraging feedback to adapt protocols and drive service excellence. Committed to building rapport and trust with diverse customers, ensuring loyalty and satisfaction.
Overview
11
11
years of professional experience
Work History
Customer Care Representative
Carelon
07.2024 - Current
- Maintained up-to-date knowledge of products, services, and policies to provide informed support to customers.
- Assessed and identified customer needs through analytical skills, enhancing personalised support.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Implemented conflict resolution techniques to handle difficult situations calmly and effectively, maintaining customer trust.
- Listened to individual complaints with open mind and asked detailed questions to understand issues.
- Engaged customers by clearly explaining document details, ensuring understanding and satisfaction.
- Collaborated with team members to share best practices and improve overall customer service delivery.
- Participated in team meetings to discuss performance metrics, set goals, and collaboratively address customer service challenges.
- Utilised multitasking skills to engage with different customers on webchat simultaneously.
- Provided ongoing after-care support for customers by fixing [Product] issues and answering technical questions.
- Made timely and well-received changes to customers insurance policies.
- Followed scripts and processes to uphold brand standards.
- Skilfully and patiently explained coverage options to potential policyholders, answering any questions or concerns.
- Presented and clearly explained insurance policy options based on clients needs and goals.
- Analysed customer insurance needs to recommend appropriate policies for optimal coverage.
- Quoted comprehensive insurance policies equipped to meet client needs.
- Provided expert advice on life, health, property, and casualty insurance, guiding clients through complex choices.
- Identified and contacted potential clients by gathering sufficient information to offer appropriate solutions.
- Referred customers to team leaders and expert advisers for complex inquiries.
- Maintained up-to-date knowledge of insurance products, market trends, and regulatory changes.
Customer Service Representative
Iqor
05.2021 - 05.2024
- Experiencing how to handle financial accounts, such as Capital One. Assist with how the credit card works.
- Addressed customer service enquires quickly and accurately.
- Assisted customers with product-related questions, feedback and complaints.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Built rapport with customers through courteous and professional communications.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
- Developed customer service guidelines and procedures, standardising response times and quality of service across the team.
- Developed empathetic client relationships and earned reputation for consistently exceeding sales goals.
- Monitored customer surveys and feedback to develop corrective actions for service-related issues.
- Analysed customer feedback to identify patterns, initiating changes to service offerings based on collective insights.
- Facilitated seamless returns and exchanges, adhering to company policies while prioritising customer convenience.
- Implemented feedback gathering mechanisms, improving service delivery and enhancing customer experience.
- Engaged in continuous professional development to stay abreast of industry best practices and emerging customer service technologies.
- Reviewed and updated service protocols regularly, ensuring compliance with regulatory standards and industry guidelines.
Customer Service Representative
Concentrix
08.2020 - 03.2021
- Addressed customer service enquires quickly and accurately.
- Assisted customers with product-related questions, feedback and complaints.
- Maximised customer satisfaction by resolving service issues promptly.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Built rapport with customers through courteous and professional communications.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
- Assisted in fulfilment of customer orders placed in person, via email, online and by telephone.
- Monitored customer satisfaction metrics, identifying trends and developing strategies to address areas of concern.
- Processed and issued product orders and service upgrades for customers.
- Developed customer service guidelines and procedures, standardising response times and quality of service across the team.
- Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.
- Monitored customer surveys and feedback to develop corrective actions for service-related issues.
- Developed empathetic client relationships and earned reputation for consistently exceeding sales goals.
- Analysed customer feedback to identify patterns, initiating changes to service offerings based on collective insights.
- Implemented stress management techniques for handling high-volume call periods, maintaining composure and professionalism.
Customer Service Representative
Teleperformance USA
02.2015 - 08.2020
- Maximised customer satisfaction by resolving service issues promptly.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Addressed customer service enquires quickly and accurately.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
- Built rapport with customers through courteous and professional communications.
- Served as escalation point for complex customer issues, ensuring timely resolution to enhance client retention.
- Maintained accurate records of customer interactions to document inquiries, comments, and resolutions for future reference.
- Assisted in fulfilment of customer orders placed in person, via email, online and by telephone.
- Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.
- Worked as verifier, multitasking during phone calls while handling international accounts, including those in the USA.
Education
Diploma of Higher Education - Highschool
Northern Antique Vocational School
Culasi, Antique2008
Skills
- Customer relationship management
- Inbound call handling
- Conflict resolution
- Performance metrics analysis
- Product knowledge
- Insurance policy recommendations
- Customer feedback analysis
- Process improvement
- Active listening
- Team collaboration
- Problem solving
- Rapport building
- Verbal and oral communication
- Patience under pressure
- Customer Service
- Handling difficult customers
- Customer experience
- Call handling efficiency
- Time management expertise
- Customer relations
- Professionalism
- Call centre experience
- Customer follow-ups
- Product knowledge acquisition
- Multitasking mastery
Accomplishments
- Improved process reviews by successfully handling customer complaints and implementing monthly staff training.
- Built and nurtured key client relationships to grow profit by 98%.
- Recognised by management for kind behaviours, leading to increased my salary
watching videos
- online platform
- how Virtual assistant works
Timeline
Customer Care Representative
Carelon
07.2024 - Current
Customer Service Representative
Iqor
05.2021 - 05.2024
Customer Service Representative
Concentrix
08.2020 - 03.2021
Customer Service Representative
Teleperformance USA
02.2015 - 08.2020
Diploma of Higher Education - Highschool
Northern Antique Vocational School