MICHELLE REYES
Customer Service Representative
OLONGAPO CITY
Summary
Highly motivated to work in a professional environment with a growing organization and to put in best efforts for the technical enhancements of organization and myself.
Overview
3
3
years of professional experience
2020
2020
years of post-secondary education
Work History
Customer Service Representative
Buwel BPO Solutions
05.2021 - 06.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
Human Resources Administrator
CDG Pacific Consolidation and Trading Inc
10.2020 - 05.2021
- Prepared new hire letters, employee contracts, and corporate policies.
- Updated HR database with new employee information, changes in benefits, and other details.
- Addressed employee grievances with empathy and efficiency, fostering supportive workplace culture.
- Handled on-boarding process for newly hired employees, which included distribution of all paperwork.
- Coordinated employee engagement surveys to identify areas for improvement and implemented strategies to boost morale.
- Served as a knowledgeable resource for all staff members regarding company policies, procedures, benefits, and other HR-related matters.
- Assisted employees with benefits enrollment, ensuring accuracy of information and timely processing of forms.
- Coordinated employee events and recognition programs to promote a positive work culture and strengthen team relationships.
- Provided guidance on employment law compliance, reducing the risk of litigation and penalties for the organization.
Education
BACHELOR OF SCIENCE - BUSINESS ADMINISTRATION
COLUMBAN COLLEGE
SECONDARY - undefined
OLONGAPO CITY NATIONAL HIGH SCHOOL
Skills
- De-escalation techniques
- Active listening
- Problem-solving
- Product knowledge
- Customer relations
- Team collaboration
- Information security
- Account updating
- Complaint handling
- Technical support
- Sales expertise
- Administrative support
- Service upselling
- Dispute resolution
- CRM software
Awards
- CUSTOMER SERVICE AWARDEE
- QUALITY ASSURANCE AWARDEE
- TOP AGENT OF THE YEAR 2022
Timeline
Customer Service Representative
Buwel BPO Solutions
05.2021 - 06.2023
Human Resources Administrator
CDG Pacific Consolidation and Trading Inc
10.2020 - 05.2021
SECONDARY - undefined
OLONGAPO CITY NATIONAL HIGH SCHOOL
BACHELOR OF SCIENCE - BUSINESS ADMINISTRATION
COLUMBAN COLLEGE
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