Minchi Padalla
La Trinidad, Province Of Benguet,BEN
Summary
Dynamic Call Agent with proven success at Sitel, adept at problem-solving and enhancing customer satisfaction. Bilingual and resourceful, I excelled in resolving complex inquiries and retaining clients through empathetic communication. Mastered CRM software to streamline operations, achieving targeted resolution times and fostering strong customer relationships.
Personable and positive communicator with strong grasp of English language fundamentals. Well-versed in grammar and composition, with capability in crafting engaging lesson plans. Committed to fostering academic growth and helping students achieve mastery in English.
Driven and adaptable professional with background in educational environments, seeking to transition into new field. Developed strong communication and instructional skills in classroom setting, with focus on individual student growth. Eager to apply these transferrable skills to new and challenging role.
Overview
1
1
year of professional experience
Work History
Call Agent
Sitel
Baguio City, Province Of Benguet, Philippines
03.2017 - 11.2017
- Handled inbound calls, addressing customer inquiries and providing accurate information.
- Assisted customers with account management tasks, ensuring satisfaction and retention.
- Documented call interactions in CRM software to maintain accurate records.
- Collaborated with team members to resolve complex issues efficiently.
- Learned company policies and procedures to support customer service efforts.
- Provided feedback on call processes to enhance operational efficiency.
- Adapted communication style to meet diverse customer needs effectively.
- Engaged in training sessions to improve product knowledge and service skills.
- Built strong customer relationships with empathetic communication and active listening skills.
- Balanced high call volume while maintaining composure under pressure, resulting in satisfied customers and positive feedback ratings.
- Mastered multiple software platforms to ensure seamless navigation during calls, improving overall productivity.
- Achieved targeted call resolution times by swiftly identifying issues and providing solutions.
- Retained customers by providing exceptional service, preventing potential cancellations or account closures.
- Identified recurring issues or trends in customer complaints, leading to improvements in products or services as a result.
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
- Handled escalated calls with professionalism, effectively de-escalating situations and finding resolutions.
Education
High School Diploma -
Eastern La Trinidad National High School
La Trinidad, PhilippinesNo Degree - Bachelor of Forensic Science
University of Baguio
Baguio City, Province Of Benguet, Philippines06-2018
Skills
- Problem-solving skills
- Call center experience
- Answering questions
- Customer communications
- Bilingual in english
- Resourceful material selection
- Motivating students
- Language assessment proficiency
- Adaptable teaching methods
Timeline
Call Agent
Sitel
03.2017 - 11.2017
High School Diploma -
Eastern La Trinidad National High School
No Degree - Bachelor of Forensic Science
University of Baguio