Nelson Marcos
General Trias City, Cavite
Summary
Results-driven customer service officer skilled in operations management, team development, and process improvement. Several years of hands-on experience providing assistance and guidance to customers, ensuring increased satisfaction and loyalty.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Customer Service Officer
Acquire Asia Pacific Manila 2
Quezon City
01.2018 - 08.2024
- Handled escalated customer complaints and disputes in a professional manner.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Monitored incoming emails and responded accordingly.
- Resolved customer complaints in a timely manner.
- Provided excellent customer service to ensure a positive customer experience.
- Provided customers with detailed explanations about their account inquiries and billing disputes.
- Processed refunds for overcharges or incorrect charges on customer accounts.
- Investigated customer billing disputes to identify root cause and resolve in a timely manner.
- Communicated effectively with customers via phone, email, and written correspondence regarding dispute resolutions.
- Prepared weekly reports summarizing progress made on open cases.
- Researched discrepancies between the billing system and the accounting system to determine resolution.
- Advised management on potential risks associated with unresolved billing disputes.
- Reviewed legal claims for accuracy and issues.
Customer Service Officer
Foundever Philippines Corp. (Sitel)
Pasig City
09.2016 - 11.2017
- Assisted customers with placing orders for products and services.
- Answered customer inquiries via telephone, email and face-to-face contact.
- Identified potential opportunities to upsell products or services to customers.
- Provided excellent customer service by responding to inquiries in a timely and efficient manner.
- Provided customer service in a courteous and professional manner.
- Resolved customer issues in an efficient and timely manner.
- Answered phone with positive attitude and asked questions to better understand customer needs.
- Processed payments and updated balances and customer totals.
- Educated customers on special pricing opportunities and company offerings.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Promoted available products and services to customers during service, account management and order calls.
Customer Service Officer
Results Manila Inc.
Pasig City
11.2015 - 04.2016
- Answered customer inquiries via phone, email, and chat.
- Developed strong relationships with customers by providing personalized assistance and support.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Identified opportunities for upselling additional products or services based on customer needs.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided accurate information about products and services to customers.
- Answered inbound calls, chats and emails to facilitate customer service.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Chauffeur
ARM Services Cooperative (Nissan Rent-A-Car)
Makati City
07.2010 - 10.2012
- Interacted with customers pleasantly to meet needs and drive satisfaction.
- Demonstrated professional conduct with clients to deliver outstanding customer service.
- Inspected vehicle before and after every trip to assess performance and maintenance requirements.
- Adhered to company policies and procedures related to safety and security standards.
- Conducted pre-trip inspections prior to departure including verifying load details and confirming route information.
- Provided excellent customer service by responding promptly to customer inquiries and complaints.
- Followed all applicable traffic laws, regulations, and defensive driving techniques while operating company vehicles.
- Picked up clients from specific locations to transport and drop off at destinations.
- Enhanced customer satisfaction by providing courteous and professional service.
- Transported clients to specified destinations safely and on-time.
Locker Room Attendant
The Palm Garden Health Spa and Restaurant
Pasig City
04.1993 - 01.1995
- Inspected and maintained cleanliness of facility, including locker rooms, showers and restrooms.
- Maintained professional appearance at all times while interacting with guests.
- Monitored locker rooms for unauthorized use or theft of property.
- Greeted customers, answered questions and provided assistance to patrons regarding locker rental.
- Organized and stocked supplies in each locker room.
- Performed daily cleaning duties such as sweeping, mopping and vacuuming floors.
- Demonstrated knowledge of safety protocols in order to maintain a safe environment for guests.
- Provided towels, lockers and other amenities for guests.
- Responded to customer complaints promptly and professionally.
- Built relationships with members and guests and created welcoming and warm environment that promoted future visits.
- Served guests with enthusiastic, helpful demeanor to promote positive, memorable experiences.
- Maintained high standards of customer service during high-volume work shifts and fast-paced operations.
Education
High School Diploma -
San Anton National High School
San Leonardo, Nueva Ecija, Philippines03-1981
Some College (No Degree) - Agricultural Economics
Central Luzon State University
Munoz City, Nueva Ecija, PhilippinesSkills
- Customer Support
- Complaint Handling
- Problem solving ability
- Escalation management
- Customer Relationship Management (CRM)
- Adaptability to change
- Passion for excellent customer service
- Good communication skills
- Time management
- Flexibility
- Strong attention to details and accuracy
- Ability to work independently and as part of a team
- Professional work ethics
Languages
Filipino
First Language
English
Upper Intermediate (B2)
B2
Accomplishments
- Certificate of Recognition: March 2019 Special Award for Outstanding Performance for Escalations, April 9,2019, Acquire BPO
- Outstanding Escalations Manager for Data Solutions and Offshore Complex Services for the Year 2020, January 27,2021, Acquire BPO
- Certificate of Recognition: Onshore and Offshore Complex Data Escalations Manager Excellent Service for Business Partners and Clients. October 15,2021, Acquire BPO
- Certificate of Appreciation: Award for Diligence and Hard work as an Escalations Manager, July 8, 2022, Acquire BPO
- Certificate of Recognition: Office of the President Escalations Support, November 23,2022, Acquire BPO
- Certificate of Recognition: Mid-Markets Special Award for Diligence and Hard Work as Escalations Manager, April 29,2023, Acquire BPO
Certification
- Professional Philippine Driver's License for Light Vehicles
- Housekeeping NC II Certificate of Course Completion: Providing Housekeeping Services- National Institute for Technical Education and Skills Development, Taguig City Philippines, August 7,2024
- Housekeeping NC II Certificate of Course Completion: Providing Public Area Services- National Institute for Technical Education and Skills Development, Taguig City Philippines, August 7,2024
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Officer
Acquire Asia Pacific Manila 2
01.2018 - 08.2024
Customer Service Officer
Foundever Philippines Corp. (Sitel)
09.2016 - 11.2017
Customer Service Officer
Results Manila Inc.
11.2015 - 04.2016
Chauffeur
ARM Services Cooperative (Nissan Rent-A-Car)
07.2010 - 10.2012
Locker Room Attendant
The Palm Garden Health Spa and Restaurant
04.1993 - 01.1995
High School Diploma -
San Anton National High School
Some College (No Degree) - Agricultural Economics
Central Luzon State University
- Professional Philippine Driver's License for Light Vehicles
- Housekeeping NC II Certificate of Course Completion: Providing Housekeeping Services- National Institute for Technical Education and Skills Development, Taguig City Philippines, August 7,2024
- Housekeeping NC II Certificate of Course Completion: Providing Public Area Services- National Institute for Technical Education and Skills Development, Taguig City Philippines, August 7,2024
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