Narvel Casing
Quezon City
Summary
Accomplished Customer Service Specialist with over 10 years of solid experience in providing outstanding support and showcasing superior problem-solving abilities. Eager to leverage these skills in joining your team, contributing to elevating customer satisfaction and operational success. My commitment to excellence and passion for helping others will complement your esteemed organization.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Hotel Planner
02.2024 - 12.2025
- Handled inbound calls for hotel reservations, converting inquiries into confirmed bookings.
- Managed guest reservations and inquiries efficiently, providing tailored accommodation recommendations.
- Upsold hotel services to enhance guest experience and maximize revenue.
- Ensured accurate booking management while maintaining high customer satisfaction.
ESCALATION SPECIALIST
Teleperformance Philippines
06.2023 - 12.2024
- Handle complex or unresolved customer issues that have been escalated from lower-level support.
- Analyze and identify the root cause of complaints or technical issues.
- Communicate with customers to provide resolutions, ensuring satisfaction.
- Collaborate with internal teams (e.g., technical, legal, operations) to address concerns.
CUSTOMER SERVICE ASSOCIATE
FIS Global Solutions
05.2020 - 06.2023
- Assist customers with inquiries about their debit card accounts, including transactions, balances, and fees.
- Handle lost or stolen card reports, and assist with card replacements or disputes.
- Troubleshoot issues such as card declines or ATM problems.
CUSTOMER SERVICE ASSOCIATE
VXI Global Solutions
02.2019 - 04.2020
- Handled inbound customer inquiries regarding mobile, internet, and bundled service plans.
- Identified sales opportunities by assessing customer needs and recommending value-adding upgrades or add-ons.
- Prevented cancellations by addressing concerns, offering service credits, plan adjustments, or technical support as needed.
- Processed payments, service changes, and plan upgrades securely over the phone.
- Maintained high retention rates through active listening, empathy, and solution-focused communication.
CUSTOMER SERVICE ASSOCIATE
Alorica Teleservices
10.2017 - 02.2019
- Delivered prompt and professional customer support via phone and email, ensuring a high-quality service experience aligned with Amazon's standards.
- Resolved customer issues related to orders, refunds, deliveries, and account concerns with empathy and accuracy.
- Navigated multiple systems to verify customer information, track shipments, and manage returns or replacements efficiently.
- Followed communication scripts and standard operating procedures while adapting to individual customer needs and concerns.
- Escalated complex issues appropriately and collaborated with internal teams to resolve customer problems in a timely manner.
- Maintained thorough knowledge of Amazon policies, products, and promotions to provide accurate and helpful assistance.
CUSTOMER SERVICE REPRESENTATIVE
Sykes Asia Inc
06.2011 - 01.2017
- Handle incoming calls and provide personalized support for customers booking hotels through Expedia.
- Provide accurate information about hotel rooms, amenities, rates, promotions, and availability.
- Recommend suitable room types and upsell options when appropriate to meet guests' needs.
- Convert inquiries into confirmed bookings by delivering a positive and persuasive experience.
- Address special requests, such as early check-ins and accessibility needs, while resolving any booking issues.
- Aim to meet or exceed individual and team sales targets, as well as conversion rates.
Education
Bachelor of Science - Computer Science undergraduate
Eulogio Amang Rodriguez Institute of Science And Technology
03-1998
Secondary Education -
Carlos L Albert High School
03-1996
Primary Education -
University of The East
03-1989
Skills
- Customer Service
- Conflict Resolution
- Complaint Handling
- CRM Software
- Knowledge in MS Office
Personal Information
Title: Customer Service Associate
Timeline
Customer Service Representative
Hotel Planner
02.2024 - 12.2025
ESCALATION SPECIALIST
Teleperformance Philippines
06.2023 - 12.2024
CUSTOMER SERVICE ASSOCIATE
FIS Global Solutions
05.2020 - 06.2023
CUSTOMER SERVICE ASSOCIATE
VXI Global Solutions
02.2019 - 04.2020
CUSTOMER SERVICE ASSOCIATE
Alorica Teleservices
10.2017 - 02.2019
CUSTOMER SERVICE REPRESENTATIVE
Sykes Asia Inc
06.2011 - 01.2017
Bachelor of Science - Computer Science undergraduate
Eulogio Amang Rodriguez Institute of Science And Technology
Secondary Education -
Carlos L Albert High School
Primary Education -
University of The East