Nelson Jr. Borongan
Customer Service Specialist
Gen. Trias
Summary
Experienced customer service professional with over 10 years of dedicated support in diverse industries. Demonstrates effective resolution of complex issues, builds strong customer relationships, and represents the company positively. Committed to consistently delivering top-tier service that exceeds customer expectations.
Overview
14
14
years of professional experience
28
28
years of post-secondary education
Work History
Specialist, Customer CARE
Cimpress Phil., Inc
4 2023 - Current
- Provides assistance to customers with their concerns about product inquiries, design, and order status and issues.
Transition Advocate
Convergys Philippines, Inc.
01.2018 - 01.2019
- Assisted the Team Leader in deploying action plans.
- Supervised and managed teams to ensure consistency and compliance with processes.
- Facilitated coaching sessions for team members to improve compliance,
communication, and technical skills. - Gathered data used in the performance analysis of team members.
- Facilitated Pre-shift and Post-shift debriefs and refreshers.
- Assisted the team members during their scheduled phone time.
Customer Service Specialist
Convergys Philippines, Inc
10.2014 - 01.2018
- Analyzed and troubleshot customers' technical issues, aiming to provide first-call resolution and addressing other concerns to their satisfaction
Organization Development Assistant
St. Luke's Medical Center
05.2012 - 08.2014
- Administrative tasks:
-Gathered, tabulated, and consolidated data required by the section's programs and activities.
-Encoded and made templates of documents needed in the preparation of work processes, manuals, reports, and others requiring documentation.
-Appropriately and properly filed documents that include an accurate recording of the section's activities and programs. - Identified qualified and reasonable suppliers for the section's activities such as tokens, trophies, and incentives.
- Created posters, announcements, and invitations that are necessary for the successful conduct of programs.
- Represented the section as overall coordinator for company activities and provided technical assistance to other sections/departments.
Administrative Assistant
Eagle Wings Enterprises
09.2011 - 04.2012
- Organized company seminars, workshops, and plant visits.
- Monitored transaction expenses.
- Searched for and worked with potential suppliers.
- Prepared and monitored items scheduled for delivery.
Manager-Trainee
New York Fries and Dips
03.2011 - 08.2011
- Supervised daily operation.
- Assured product quality.
- Forecasted and set the quantity of ingredients and supplies for weekly operation.
- Updated and monitored the branch's Sales Performance Logbook.
Manager-Trainee/Barista/Cashier
BreadTalk Philippines, Inc.
09.2010 - 02.2011
- Supervised daily operation.
- Assured product quality.
- Ordered needed ingredients, supplies, and products for smooth-flow operation.
- Prepared daily sales, spoilage, and wastage form and reported key figures to the head office.
Education
Bachelor of Music (Voice) -
University of The Philippines
Quezon City 04.2001 - 01.2021
Bachelor of Science - Hotel & Restaurant Management
Polytechnic University of The Philippines
Manila 04.2001 - 01.2010
Skills
Customer Service
Quality Assurance
Root Cause Analysis
Leadership
Training
Event Management
Administrative Tasks
Websites
Jobtitle
CUSTOMER SERVICE SPECIALIST
Timeline
Transition Advocate
Convergys Philippines, Inc.
01.2018 - 01.2019
Customer Service Specialist
Convergys Philippines, Inc
10.2014 - 01.2018
Organization Development Assistant
St. Luke's Medical Center
05.2012 - 08.2014
Administrative Assistant
Eagle Wings Enterprises
09.2011 - 04.2012
Manager-Trainee
New York Fries and Dips
03.2011 - 08.2011
Manager-Trainee/Barista/Cashier
BreadTalk Philippines, Inc.
09.2010 - 02.2011
Bachelor of Music (Voice) -
University of The Philippines
04.2001 - 01.2021
Bachelor of Science - Hotel & Restaurant Management
Polytechnic University of The Philippines
04.2001 - 01.2010
Specialist, Customer CARE
Cimpress Phil., Inc
4 2023 - Current
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