Nick Pelera
Customer Service Representative
Tugbok District
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
7
7
years of professional experience
Work History
Collection /Debt Management Specialist
HB Virtual Staff
08.2024 - 04.2025
- Managed calls regarding collections and settlements.
- Reviewed credit history, and handled receivables.
- Offered loan and settlement options, and ensured legal compliance.
- Collaborated with team members to develop innovative approaches to debt settlement and recovery.
Outbound Debt Settlement
Westlake
03.2024 - 07.2024
- I contacted debtors and reviewed credit reports.
- Negotiated settlements and structured payment plans.
- Promoted financial recovery and credit rebuilding.
Outbound Debt Specialist
Business Debt Adjusters
08.2023 - 02.2024
- Help business owners settle their merchant cash advances.
- Effectively managed high-stress situations involving distressed clients by exercising empathy, patience, and professionalism at all times.
- Established credibility as a trusted advisor by consistently delivering on promises, maintaining confidentiality, and demonstrating a deep understanding of clients'' financial challenges.
- Ensured FDCPA compliance, and accurate CRM logging.
Customer Service Representative (DIRECTV / AT&T)
VXI Global Solutions Inc.
11.2020 - 08.2023
- Handled billing, sales, and tech support calls.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike. Promoted to SME; trained and supported new agents.
- 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.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Data Management
Global Innovation Group LLC
03.2020 - 11.2020
- Performed data entry and profile updates.
- Maintained database accuracy and compliance.
- Supported administrative and back-office tasks.
Customer Service Representative
Six Eleven Global Services
06.2018 - 02.2020
- Handled customer service and billing concerns.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
Bachelor of Science - Criminology
University of Mindanao
01.2021
Senior High School Graduate - Technical, Vocational and Livelihood (TVL)
Tugbok National High School
01.2018
Primary Graduate - undefined
Tugbok Central Elementary School
01.2012
Skills
Customer service excellence
Customer-focused technical assistance
Experienced in billing management
Sales expertise
Coordinating appointments
Telemarketing expertise
Prospective client outreach
Data entry specialist
Effective problem resolution
Identifying potential leads
Effective customer conflict resolution
Timeline
Collection /Debt Management Specialist
HB Virtual Staff
08.2024 - 04.2025
Outbound Debt Settlement
Westlake
03.2024 - 07.2024
Outbound Debt Specialist
Business Debt Adjusters
08.2023 - 02.2024
Customer Service Representative (DIRECTV / AT&T)
VXI Global Solutions Inc.
11.2020 - 08.2023
Data Management
Global Innovation Group LLC
03.2020 - 11.2020
Customer Service Representative
Six Eleven Global Services
06.2018 - 02.2020
Senior High School Graduate - Technical, Vocational and Livelihood (TVL)
Tugbok National High School
Primary Graduate - undefined
Tugbok Central Elementary School
Bachelor of Science - Criminology
University of Mindanao