Melvin Paguidian
Quezon City, Metro Manila
Summary
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Knowledgeable with solid background in customer service roles and proven track record of resolving customer inquiries efficiently. Skilled in handling high-volume call environments and notching up positive customer feedback. Demonstrated strengths in active listening and problem-solving, consistently enhancing customer satisfaction.
Professional with extensive experience in customer service. Strong focus on team collaboration and achieving results. Adept at handling inquiries, resolving issues, and adapting to changing needs. Reliable with excellent communication and problem-solving skills.
Overview
16
16
years of professional experience
Work History
CSR Sales Telco
Afni Phils. Inc.
10.2024 - 03.2025
- Resolved customer inquiries efficiently through multi-channel support, enhancing overall satisfaction.
- Managed billing issues and account updates, ensuring accuracy and timely resolutions.
- Developed knowledge base articles for common issues, promoting self-service solutions for customers.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
CSR Sales Telco
Acquire BPO
01.2023 - 10.2024
- Resolved customer inquiries efficiently through multi-channel support, enhancing overall satisfaction.
- Managed billing issues and account updates, ensuring accuracy and timely resolutions.
- Collaborated with team members to streamline processes, reducing response times for customer requests.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Streamlined communication between departments, ensuring timely resolution of customer concerns.
- Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
- Served as a liaison between internal teams and customers during critical situations, facilitating open communication channels for swift issue resolution.
CSR
Telus, Inc.
05.2016 - 05.2017
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Analyzed customer feedback to identify trends and recommend improvements to service delivery strategies.
- Implemented quality assurance measures to maintain high standards of service across the team.
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
CSR Financial
Alorica Teleservices Inc.
10.2014 - 11.2015
- Assisted customers with inquiries, providing accurate information and resolving issues efficiently.
- Analyzed customer feedback to identify trends and recommend improvements for service enhancement.
- Implemented best practices in conflict resolution, resulting in increased customer satisfaction ratings.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
TSR
Transcom Worldwide Phils. Inc.
09.2013 - 11.2013
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Organized and detail-oriented with a strong work ethic.
CSR
Sykes Asia Inc.
01.2009 - 07.2013
- Managed customer accounts using CRM software, ensuring accuracy in data entry and updates.
- Responded to customer requests for products, services, and company information.
- Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
Bachelor of Science - Mechanical Engineering
Technological Institute of The Philippines
938 Aurora Blvd. Cubao QC06-1992
Skills
- Call center experience
- Customer focus
- Complaint handling
- CRM software
- Customer service
- Active listening
- Critical thinking
- Conflict resolution
- Building rapport
- Product knowledge
Timeline
CSR Sales Telco
Afni Phils. Inc.
10.2024 - 03.2025
CSR Sales Telco
Acquire BPO
01.2023 - 10.2024
CSR
Telus, Inc.
05.2016 - 05.2017
CSR Financial
Alorica Teleservices Inc.
10.2014 - 11.2015
TSR
Transcom Worldwide Phils. Inc.
09.2013 - 11.2013
CSR
Sykes Asia Inc.
01.2009 - 07.2013
Bachelor of Science - Mechanical Engineering
Technological Institute of The Philippines