Nelgie J. Briones
Fatima St, Suarez Subdivision, Poblacion, Makilala, North Cotabato
Summary
Dynamic and results-oriented Customer Service Specialist with over 5 years of experience in delivering exceptional support across diverse platforms. Proven expertise in managing billing inquiries, resolving technical issues, and promoting service packages, consistently exceeding performance metrics and enhancing customer satisfaction. Skilled in utilizing CRM systems to streamline processes, document interactions, and ensure accurate follow-ups. Strong communicator with a commitment to fostering positive customer relationships and driving operational efficiency to support organizational growth.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Full Potential Solutions
Davao City, Province Of Davao Del Sur, Philippines
09.2025 - 01.2026
- Resolved customer inquiries via phone and email, ensuring timely and accurate responses with their Frontier Service as well as billing concerns.
- Managed customer accounts, maintaining up-to-date information and facilitating service requests.
- Collaborated with cross-functional teams to address customer concerns and improve service delivery processes.
Customer Service and Sales Associate
Sutherland Global Solutions
Davao City, Province Of Davao Del Sur, Philippines
08.2022 - 05.2025
- Customer Account Management: Efficiently managed ISM and RC1 combined billing accounts, ensuring accurate billing information and resolving discrepancies. Provided clear explanations of charges and payment options, enhancing overall customer understanding and satisfaction.
- Service Support for AT&T Products: Delivered exceptional support for AT&T services, including DIRECTV, U-verse, and Mobility. Assisted customers with a range of inquiries, from technical support to service upgrades, ensuring prompt and effective resolutions.
- Sales and Promotion: Promoted and sold a variety of services and products, including mobile devices, internet plans, and television packages. Developed a keen understanding of customer needs, allowing for tailored recommendations that consistently exceeded sales targets and contributed to revenue growth.
- Technical Troubleshooting: Provided expert technical assistance for DIRECTV and U-verse services, guiding customers through troubleshooting processes for satellite and streaming issues. Utilized strong problem-solving skills to quickly resolve technical difficulties, improving customer satisfaction and service reliability.
- Multichannel Customer Support: Delivered high-quality support via multiple channels, including phone, email, and live chat. Ensured timely responses to customer inquiries and maintained professionalism in all communications, leading to positive customer experiences.
- Documentation and Reporting: Maintained detailed documentation of customer interactions in the CRM system, tracking inquiries, resolutions, and follow-up actions. Regularly reported on customer feedback and recurring issues to management, contributing to ongoing process improvements.
- Collaboration and Teamwork: Collaborated closely with team members to share insights on customer trends and best practices. Participated in team meetings to discuss strategies for improving customer service and enhancing sales performance.
Customer Service and Sales Associate
Ibex Global Solutions
Davao City, Province Of Davao Del Sur, Philippines
07.2019 - 04.2022
- Billing Account Management: Efficiently managed ISM combined billing accounts for AT&T, providing accurate billing information and addressing discrepancies. Handled customer inquiries regarding billing statements and payment options, ensuring clarity and customer satisfaction.
- Customer Support for AT&T Services: Delivered top-tier customer support for AT&T's DIRECTV, U-verse, and Mobility services. Responded to a wide range of customer inquiries, from service features to account management, ensuring timely and effective resolutions.
- Sales and Product Promotion: Actively promoted and sold various AT&T products and services, including mobile devices, internet packages, and television subscriptions. Developed strong relationships with customers to understand their needs and recommend appropriate solutions, consistently exceeding sales targets.
- Technical Troubleshooting: Provided expert assistance for basic technical issues related to DIRECTV and U-verse services. Guided customers through troubleshooting processes, resolving problems with satellite connectivity and streaming services efficiently.
- Multichannel Customer Interaction: Managed customer interactions across multiple channels, including phone, email, and live chat. Ensured prompt and professional responses to all inquiries, contributing to high levels of customer satisfaction and retention.
- Documentation and Reporting: Maintained accurate records of customer interactions and resolutions in the CRM system. Documented recurring issues and customer feedback, providing valuable insights for process improvement initiatives.
- Team Collaboration: Worked closely with team members to identify trends in customer issues and share best practices for service enhancement. Participated in regular team meetings to strategize on improving service delivery and achieving sales goals.
- Assisted customers in product selection and provided tailored recommendations to enhance satisfaction.
Education
Bachelor of Secondary Education - Filipino
Cor Jesu College
Digos, Province Of Davao Del Sur, Philippines03.2019
Skills
Excellent verbal and written communication
Problem-Solving
Time Management
Customer Relationship Management
Technical Proficiency
Customer Service Excellence: Proven ability to deliver high-quality customer support across multiple platforms, ensuring customer satisfaction and loyalty
Problem-Solving Skills: Strong analytical skills to identify root causes of customer issues and implement effective solutions
Communication Skills: Excellent verbal and written communication skills, facilitating clear and effective interactions with customers
References
- Jill Aclon jillaclon@gmail.com, (0939) 152 2016
- Edison, Gumban, edison_gumban@yahoo.com, 09995015654
LANGUAGES
English
Filipino
Cebuano
Cover Letter
To whom it may concern,
I am writing to express my interest in the Agent position. With over 5 years of experience in customer service, I am eager to leverage my skills to enhance customer experiences and drive satisfaction.
Throughout my career, I have successfully managed diverse customer inquiries, including billing issues and technical support, consistently exceeding performance metrics.
I pride myself on being a fast learner, readily adapting to new challenges and environments. My strong problem-solving abilities and commitment to customer-first service have enabled me to effectively resolve complex issues, fostering long-term relationships and trust.
I am particularly drawn to the role of Customer Advocate because it aligns with my passion for championing customer needs and ensuring their voices are heard. I thrive in dynamic environments and am not afraid to tackle challenges head-on, making me excited about the opportunity to contribute to your team’s success.
Thank you for considering my application. I look forward to the opportunity to discuss how my background and dedication can add value to your organization. I am available for an interview at your convenience.
SINCERELY,
NELGIE P. JESORO
Timeline
Customer Service Representative
Full Potential Solutions
09.2025 - 01.2026
Customer Service and Sales Associate
Sutherland Global Solutions
08.2022 - 05.2025
Customer Service and Sales Associate
Ibex Global Solutions
07.2019 - 04.2022
Bachelor of Secondary Education - Filipino
Cor Jesu College