Summary
Overview
Work History
Education
Skills
Timeline
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Nico Alexis Babac

Customer Service Specialist
Quezon City, Metro Manila,Metro Manila

Summary

Accomplished customer service professional with extensive experience supporting top global brands in telecommunications, e-commerce, legal, financial, and tech industries. Demonstrated ability in handling intricate client interactions, resolving customer concerns, managing disputes, and enhancing customer satisfaction. Proficient in outbound and inbound communication, technical troubleshooting, data analysis, and fraud investigation. Skilled at thriving in high-pressure environments with a focus on empathy and professionalism. Dedicated to delivering top-notch service and fostering enduring client relationships.

Overview

8
8
years of professional experience
4
4
years of post-secondary education

Work History

Intake Specialist

Microsourcing
09.2023 - 07.2024
  • Conducted outbound calls to potential clients to determine if their cases qualify as leads for conversion into clients.
  • Maintained high levels of accuracy and compliance in data entry, ensuring all information was correctly entered into the required systems.
  • Answered phone calls and provided new clients with required paperwork to initiate service.


Operations Analyst I

Reed Elsevier PH
03.2022 - 07.2023
  • Analyzed customer data and reports to identify errors, submitting dispute resolutions and explaining data usage to clients.

Senior Agent

IQOR
10.2020 - 12.2021
  • Managed online customer orders and resolved complex inquiries.
  • Assisted customers with troubleshooting and order fulfillment.

Customer Service Specialist

VXI PH
11.2019 - 06.2020
  • Handled billing and technical concerns for customers.
  • Maintained up-to-date knowledge of product and service changes.
  • Developed tailored solutions in response to unique customer needs, increasing overall satisfaction rates.
  • Enhanced customer retention by addressing concerns and resolving issues in a timely manner.

Client Representative II

Manulife Business Processing Services
10.2018 - 05.2019
  • Assisted members with pension plan inquiries and withdrawals, ensuring compliance with company policies.

Fraud Analyst

Convergys Phil. Inc.
08.2017 - 08.2018
  • Investigated transaction disputes and debit/credit card issues, identifying fraudulent activity and submitting claims based on gathered evidence.
  • Provided clients with detailed information regarding their bank accounts, enhancing trust and satisfaction.
  • Consistently exceeded performance targets by demonstrating keen attention to detail and exceptional analytical skills in identifying fraudulent patterns.

Technical Support Representative

Alorica Philippines
04.2016 - 04.2017
  • Provided customer support for prepaid plans, assisting with account management and basic phone troubleshooting to enhance user experience.
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.

Education

Bachelor of Science - Business Administration, Major in Management Accounting

Lyceum of The Philippines University
Muralla St, Intramuros, City Of Manila
01.2011 - 01.2015

Skills

Customer service

Complaint resolution

Excellent written and oral communication

Customer retention

Microsoft 365

Data Entry

Timeline

Intake Specialist

Microsourcing
09.2023 - 07.2024

Operations Analyst I

Reed Elsevier PH
03.2022 - 07.2023

Senior Agent

IQOR
10.2020 - 12.2021

Customer Service Specialist

VXI PH
11.2019 - 06.2020

Client Representative II

Manulife Business Processing Services
10.2018 - 05.2019

Fraud Analyst

Convergys Phil. Inc.
08.2017 - 08.2018

Technical Support Representative

Alorica Philippines
04.2016 - 04.2017

Bachelor of Science - Business Administration, Major in Management Accounting

Lyceum of The Philippines University
01.2011 - 01.2015

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Nico Alexis BabacCustomer Service Specialist