Melvyn Sapitanan
Customer Service Representative
Caloocan City, Metro Manila
Summary
Proven track record in enhancing customer loyalty and sales in a BPO environment through efficient complaint resolution and expert product knowledge.
Skilled in active listening and call management, adept at handling high-stress situations with professionalism.
Achieved significant improvements in customer satisfaction by delivering timely and accurate support.
Customer Service Representative with proficient skills in oral and written communication, active listening and analytical problem-solving skills.
Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
Work History
Customer Service Representative Billing and Sales
Teleperformance
Quezon City
03.2012 - 01.2017
- Exceeded performance metrics consistently, earning recognition as a Top Team Performer in 2013.
- Expert Sales and Billing Specialist at Telstra Australia with an NPS of 80%.
- Exceeded monthly quota in upselling and cross-selling telecommunications solutions, including mobile phones and internet services.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed 30 to 40 calls from customers per day.
Technical Support Representative
Teletech - Novaliches
Quezon City
12.2010 - 08.2011
- Expertly guided customers through navigation and troubleshooting of Barnes and Noble e-reader devices, ensuring a seamless user experience.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Managed average 30 to 35 incoming calls per day from customers.
Customer Service Representative
All Sec Tech Manila
Quezon City
12.2008 - 07.2009
- Worked as a customer service representative for an HMO company.
- Assisted HMO customers and healthcare providers in verifying their healthcare benefits, medical coverage, and processing of their checks.
- Consistently achieved as top performer in terms of CSAT.
- Ensured accurate health care benefit information.
- Streamlines medical coverage inquiries.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Handled 30 to 40 calls from customers per day
Education
Bachelor of Science - Information Technology
Philippine Christian University
Pasay, Metro Manila, Philippines 04.2001 -
Skills
Customer Service
Active Listening
Product Knowledge
Call Management
Complaint resolution
Timeline
Customer Service Representative Billing and Sales
Teleperformance
03.2012 - 01.2017
Technical Support Representative
Teletech - Novaliches
12.2010 - 08.2011
Customer Service Representative
All Sec Tech Manila
12.2008 - 07.2009
Bachelor of Science - Information Technology
Philippine Christian University
04.2001 -
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