Nataniel Luperte
Customer Service Representative
Panglao, Bohol
Summary
Dynamic Customer Service Representative with a proven track record at HSA Carparts, adept at resolving complaints and enhancing customer satisfaction through active listening and effective problem-solving. Skilled in upselling and maintaining detailed records, contributing to increased loyalty and repeat business while managing high-stress situations with professionalism.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
HSA Carparts
03.2010 - 01.2017
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Product Support Representative
Concentrix
01.2009 - 12.2009
- Managed high-stress situations effectively, remaining calm under pressure while maintaining focus on delivering exceptional service levels at all times.
- Reduced response time for support inquiries with effective case management and prioritization.
- Aided global clients with language barriers by utilizing translation tools when necessary, ensuring comprehensive understanding of product usage or issue resolution steps.
- Contributed to the continuous improvement of support tools by providing feedback on their effectiveness in addressing customer needs.
- Maintained expert knowledge of product offerings through ongoing training opportunities and research initiatives.
- Improved customer satisfaction by efficiently troubleshooting and resolving product issues.
Computer Technician
Technomart
06.2006 - 06.2008
- Performed troubleshooting to correct computer hardware and software malfunctions.
- Conducted thorough testing of newly-installed hardware components to ensure compatibility with existing systems.
- Tested and installed motherboards, processors, and graphics cards on desktops and laptops for corporate staff.
- Installed necessary software programs to meet specific user needs and enhance workflow capabilities within departments.
- Diagnosed and repaired hardware malfunctions, ensuring optimal computer functionality.
- Performed routine maintenance on computer systems, ensuring optimal performance and extending the life of equipment.
- Refurbished PC systems and peripherals such as monitors, networking equipment, printers, and more.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Trained new team members on best practices in managing computer systems effectively, fostering a culture of continuous learning among staff members.
Education
Bachelor of Science - Computer Engineering
Liceo De Cagayan University
Cagayan De Oro, Province Of Misamis Oriental, Philippines 04.2001 -
Skills
Customer service
Problem-solving
Active listening
Product knowledge
Call center experience
Complaint resolution
Customer relations
Live chat support
Follow-up skills
Payment processing
Order processing
Product sales
Service upselling
Shipping and logistics
Delivery scheduling
Photography and Videography
I have more than a decade experience in photography and videography including 9 years as a drone pilot.
Timeline
Customer Service Representative
HSA Carparts
03.2010 - 01.2017
Product Support Representative
Concentrix
01.2009 - 12.2009
Computer Technician
Technomart
06.2006 - 06.2008
Bachelor of Science - Computer Engineering
Liceo De Cagayan University
04.2001 -
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