Miguel Garcia
Sr. Process Executive
Manila
Summary
Knowledgeable and dedicated customer service professional with extensive experience in BPO industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
4
4
years of professional experience
3
3
years of post-secondary education
Work History
Senior Prcoess Executive
Cognizant
Taguig City
08.2021 - 04.2022
- Resolved problems, improved operations and provided exceptional service.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Managed and responded to team-leading volume of support tickets and chats submitted via email and through support portal.
- Created and maintained knowledge base of articles to enable informed service across support team.
- Researched customer inquiries using modern technology and proactively improved internal processes.
- Kept accurate records of customer support interactions using defined methods and tools.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Recorded actions taken, issues resolved information to effectively manage customer accounts.
Senior Customer Service Associate
Concentrix Ayala North Exchange
Makati City
11.2017 - 02.2021
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Greeted customers and listened closely to problems described to determine solutions.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Checked status of orders and back-ordered products to coordinate efficient shipments.
- Escalated issues to proper supervisors when standard processes were not effective.
- Promoted to be a Mentor of the Billing Team for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
Education
BBA - Financial Management
Adamson University
Adamson University 06.2014 - 03.2017
Skills
Executive sales strategies
Executive support
Analytical and Critical Thinking
Sales expertise
Creative problem solving
Order fulfillment
Technical Support
Timeline
Senior Prcoess Executive
Cognizant
08.2021 - 04.2022
Senior Customer Service Associate
Concentrix Ayala North Exchange
11.2017 - 02.2021
BBA - Financial Management
Adamson University
06.2014 - 03.2017