Marvin Delos Santos Escala
Baguio City, Province of Benguet
Summary
Proven Customer Service Representative with a track record of enhancing customer satisfaction and loyalty at Concentrix. Skilled in active listening and problem-solving, adept at managing high-stress situations and resolving customer complaints efficiently. Increased repeat business through empathetic service and expert product knowledge. Demonstrates critical thinking and computer proficiency, ensuring high-quality customer education and support.
Overview
2
2
years of professional experience
Work History
Customer Service Representative
Concentrix
01.2024 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Service Representative
Sitel
03.2023 - 01.2024
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Customer Service Representative
Teletech
10.2022 - 02.2023
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
Bachelor of Science - Secondary Education
Batangas State University
Batangas, Philippines 04.2001 -
Skills
Customer Service
Active Listening
Product Knowledge
Call Management
Problem-solving abilities
Call center experience
Customer Relations
Critical Thinking
Computer Proficiency
Account updating
Complaint Handling
Customer Education
Languages
English
Upper intermediate (B2)
Timeline
Customer Service Representative
Concentrix
01.2024 - Current
Customer Service Representative
Sitel
03.2023 - 01.2024
Customer Service Representative
Teletech
10.2022 - 02.2023
Bachelor of Science - Secondary Education
Batangas State University
04.2001 -