Mitch Terchean Pecaoco
Makati City, Metro Manila
Summary
Accomplished professional with a proven track record at Teleperformance AURA, enhancing operational efficiency and customer satisfaction. Expert in leveraging critical thinking and computer proficiency to innovate and streamline processes. Recognized for mentoring teams and boosting sales through exceptional customer service and active listening, significantly contributing to business growth.
Overview
4
4
years of professional experience
Work History
Customer Service Representative III
Telus International
02.2024 - Current
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Operation Supervisor
Teleperformance AURA
12.2022 - 09.2023
- Introduced innovative technologies to modernize operations, resulting in enhanced productivity and streamlined processes.
- Implemented data-driven decision-making techniques, improving overall operational effectiveness and profitability.
- Leveraged industry best practices to optimize workflow efficiencies and drive improvements in service delivery timescales.
- Optimized resource allocation for improved operational efficiency and cost savings across departments.
Subject Matter Expert
Teleperformance AURA
09.2022 - 12.2022
- Mentored junior team members, contributing to their professional growth and development.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
Email and Chat Executive
Teleperformance AURA
07.2022 - 09.2022
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
- Conducted thorough research to provide accurate information, ensuring prompt resolution of customer concerns.
- Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
Sales and Customer Service Representative
Teleperformance AURA
08.2021 - 07.2022
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
Education
Bachelor of Science - Construction Engineering
University of Makati
Makati City, Metro Manila, Philippines05-2025
Diploma - Construction Engineering
University of Makati
Makati City, Metro Manila, Philippines06-2022
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Call center experience
- Computer proficiency
Timeline
Customer Service Representative III
Telus International
02.2024 - Current
Operation Supervisor
Teleperformance AURA
12.2022 - 09.2023
Subject Matter Expert
Teleperformance AURA
09.2022 - 12.2022
Email and Chat Executive
Teleperformance AURA
07.2022 - 09.2022
Sales and Customer Service Representative
Teleperformance AURA
08.2021 - 07.2022
Bachelor of Science - Construction Engineering
University of Makati
Diploma - Construction Engineering
University of Makati
Similar Profiles
Stephanie UllianStephanie Ullian
AI Training/Search Result Evaluator and Safety Rate at Telus Digital FKA Telus InternationalAI Training/Search Result Evaluator and Safety Rate at Telus Digital FKA Telus International
Gerald MakohoniukGerald Makohoniuk
SYSTEM ANALYST LEVEL II at TELUS/TELUS INTERNATIONALSYSTEM ANALYST LEVEL II at TELUS/TELUS INTERNATIONAL
Manvitha KManvitha K
TECHNICAL SUPPORT SPECIALIST at Telus InternationalTECHNICAL SUPPORT SPECIALIST at Telus International