NICANOR T. RUSIANA JR.
Customer Service Expert
LAPU – LAPU CITY
Summary
Successful Executive with over 10 years of demonstrated ability in delivering mission-critical results. Offering outstanding communication and cross-cultural team management skills. Entrepreneurial attitude for optimal profitability. Ambitious team leader adept at creating strategic alliances with organizational leaders and effectively aligning with and supporting key business initiatives.
Overview
10
10
years of professional experience
Work History
Executive
EXL
05.2023 - Current
- Developed a strong knowledge of various insurance products to provide comprehensive guidance during the claims process for diverse clientele.
- Upheld a high level of accuracy by consistently double-checking figures, data entries, calculations, before finalizing any settlement documents or payments.
- Optimized workload distribution among team members through effective prioritization of tasks based on urgency, complexity, and resource availability.
Advisor I
Concentrix
12.2019 - 01.2023
- Worked closely with developers to troubleshoot technical issues related to client websites or apps, ensuring smooth functionality at all times.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Internal Help Desk
Teletech Inc.
05.2016 - 11.2019
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Sales Representative
ePerformax
09.2015 - 05.2016
- Handled difficult situations professionally by addressing customer complaints and finding mutually beneficial solutions, preserving long-term relationships.
- Created customized solutions for clients'' unique needs, resulting in enhanced customer loyalty.
- Assisted customers with after-sales support, resolving issues quickly and maintaining high satisfaction levels.
Customer Service Representative
Qualfon Philippines Incorporated
11.2014 - 06.2015
- Improved network performance by diagnosing and resolving complex telecommunications issues.
- Participated in continuous learning opportunities to stay current on industry trends and advancements, ensuring top-quality service delivery.
- Developed customized solutions to meet unique client requirements, resulting in increased business retention rates.
Market Researcher
SSI (Survey Sampling International)
12.2013 - 08.2014
- Assisted in the development of company-wide strategic plans by providing critical input on current market conditions.
- Streamlined data collection processes, resulting in more efficient and accurate market research reports.
- Managed multiple research projects simultaneously while maintaining strict deadlines, ensuring successful project delivery.
Education
Bachelor of Science - Industrial Engineering
University of San Jose - Recoletos
Magallanes Street, 6000, Cebu City 04.2001 -
University of Cebu Lapu – Lapu and MAndaue
A.C. Cortes Ave., Mandaue CityPajo Elementary School
Lapu, Lapu CitySkills
Operations Oversight
Quality Management
Marketing
Customer Retention
Customer Relations
Vendor Negotiations
Project Management
Workflow Planning
Revenue Generation
Sales Analysis
Operations Management
Market Analysis
Sales expertise
Executive Support
Account Management
Customer-Oriented
Personal Information
- Place of Birth: Lapu – Lapu City
- Marital Status: Single
References
- Engr. Virgilio Abellana, Dean, College of Engineering, University of San Jose – Recoletos, 253-7900
- Mr. Stanley Dipay, Professor, University of San Jose – Recoletos, 253-7900
Timeline
Executive
EXL
05.2023 - Current
Advisor I
Concentrix
12.2019 - 01.2023
Internal Help Desk
Teletech Inc.
05.2016 - 11.2019
Sales Representative
ePerformax
09.2015 - 05.2016
Customer Service Representative
Qualfon Philippines Incorporated
11.2014 - 06.2015
Market Researcher
SSI (Survey Sampling International)
12.2013 - 08.2014
Bachelor of Science - Industrial Engineering
University of San Jose - Recoletos
04.2001 -
University of Cebu Lapu – Lapu and MAndaue
Pajo Elementary School