Nicol Jhon Eparwa
Quezon City, Metro Manila
Summary
Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty.
Developed strong communication and problem-solving abilities in fast-paced service environment. Proven track record of managing and resolving customer inquiries efficiently and effectively. Seeking to transition into new field where these skills can be leveraged to enhance team performance and customer satisfaction.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
1
1
Certification
Work History
Customer Service Representative
Alorica
01.2025 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Education
No Degree - Civil Engineering (undergraduate)
Technological University of The Philippines
ManilaSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Conflict resolution
- Complaint handling
- Computer proficiency
- Professional telephone demeanor
- De-escalation techniques
- Product sales
- Customer satisfaction measurement
Accomplishments
- Customer Relations - Earned top 4 highest marks for customer satisfaction, production team wide.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Certification
- Product Specifics (financial account) Training
- Language Proficiency Training
Languages
English
Upper intermediate (B2)
Timeline
Customer Service Representative
Alorica
01.2025 - Current
No Degree - Civil Engineering (undergraduate)
Technological University of The Philippines
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