Oscar Adrian Boreta
Call Center Agent
Cabuyao,Laguna
Summary
To actively seek out a role that presents challenges and opportunities for growth, aiming to further my expertise in effectively managing individuals, all with the goal of personal advancement, within the context of remote work.
Overview
18
18
years of professional experience
4
4
years of post-secondary education
Work History
Dedicated Case Manager
Peak Support Global Enterprises. Inc.
8 2023 - 4 2024
- Dispatched tow services for customers’ vehicles, managing entire process from obtaining release requirements to processing payments
- Communicated with insurance adjusters for charge approvals and provided updates to customers regarding their vehicles' status
- Coordinated with various parties including service providers, insurance adjusters, and customers to ensure smooth vehicle retrieval and closure of cases.
- Developed comprehensive discharge plans to transition clients to appropriate service providers in community.
- Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
Advisor I, Technical Support
Concentrix CVG Philippines
08.2022 - 01.2023
- Assisted customers with inquiries about Apple products and HP Instant Ink accounts, providing support and processing orders
- Conducted troubleshooting steps, managed account details, and ensured customer satisfaction.
- Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
Customer Service Representative
Teleperformance Philippines
02.2022 - 05.2022
- Provided assistance to Card Members with flight, hotel, car reservations, and activities, ensuring their concerns were addressed and documented accurately.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Advisor I, Sales Associate
Concentrix CVG Philippines
08.2021 - 01.2022
- Resolved customer inquiries regarding bills, plans, network coverage, and device troubleshooting, focusing on providing the best resolution and customer satisfaction.
- Anticipated responses and prepared clear and articulate answers.
Customer Service Representative
IQor Philippines Inc.
09.2017 - 01.2019
- Provided troubleshooting and resolution for mobile phone issues and billing inquiries, focusing on customer satisfaction and offering beneficial account upgrades.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Customer Service Representative
Teletech Philippines
02.2017 - 04.2017
- Handled billing concerns, resolved complaints, and provided assistance with orders and account management, ensuring customer needs were met.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Production Team Leader
West Contact Services Inc.
01.2013 - 04.2014
- Met or exceeded tech/customer support service levels by supporting and developing agents, monitoring metrics, and implementing process improvements
- Conducted employee performance reviews, training, and development, ensuring a high level of customer service.
- Led a team to consistently meet deadlines and exceed performance goals.
- Promoted a culture of continuous improvement by encouraging feedback from all levels of the organization and implementing actionable changes accordingly.
Customer Service Representative/Technical Support Representative
West Contact Services Inc.
08.2010 - 12.2012
- Provided technical support and assistance with customer inquiries, account activation, and troubleshooting, focusing on customer satisfaction and sales.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Technical Support Agent
NCO Group
08.2008 - 10.2008
- Provided resolution for Xbox 360 console issues, documented transactions, and ensured customer satisfaction.
Customer Service Associate
TELUS International Philippines
04.2008 - 05.2008
- Handled customer inquiries and complaints regarding bills, ensuring excellent customer service and documentation.
- Utilized internal software and tools to meet customer needs and resolved issues promptly.
- Delivered prompt service to prioritize customer needs.
Technical Support Representative/Installation Support/CS
People Support Phils.
07.2006 - 09.2006
- Provided technical support and installation assistance, effectively resolving customer issues and documenting concerns.
Computer Technician
Netopia Internet Café/ Digital Paradise Inc.
06.2005 - 12.2005
- Maintained computer hardware and peripherals, ensuring customer satisfaction and resolving technical issues.
Education
Bachelor of Science - Computer Science
Central Colleges of The Philippines
Quezon City, Metro Manila, Philippines 06.1997 - 10.2001
Skills
Adaptability
Customer service
Phone etiquette
Analytical skills
Deductive reasoning
Customer interaction
Critical thinking
Oral communication
Active listening
Multi-tasking
Organizational skills
Customer satisfaction
Communication
Teamwork
Problem-solving
Time management
Data analysis
Decision-making
Flexibility
Empathy
Adaptability
Personal Information
- Place of Birth: Manila
- Height: 5’5
- Weight: 165 lbs.
- Date of Birth: 09/18/77
- Gender: Male
- Nationality: Filipino
- Marital Status: Single
- Religion: Roman Catholic
References
Available upon request
Timeline
Advisor I, Technical Support
Concentrix CVG Philippines
08.2022 - 01.2023
Customer Service Representative
Teleperformance Philippines
02.2022 - 05.2022
Advisor I, Sales Associate
Concentrix CVG Philippines
08.2021 - 01.2022
Customer Service Representative
IQor Philippines Inc.
09.2017 - 01.2019
Customer Service Representative
Teletech Philippines
02.2017 - 04.2017
Production Team Leader
West Contact Services Inc.
01.2013 - 04.2014
Customer Service Representative/Technical Support Representative
West Contact Services Inc.
08.2010 - 12.2012
Technical Support Agent
NCO Group
08.2008 - 10.2008
Customer Service Associate
TELUS International Philippines
04.2008 - 05.2008
Technical Support Representative/Installation Support/CS
People Support Phils.
07.2006 - 09.2006
Computer Technician
Netopia Internet Café/ Digital Paradise Inc.
06.2005 - 12.2005
Bachelor of Science - Computer Science
Central Colleges of The Philippines
06.1997 - 10.2001
Dedicated Case Manager
Peak Support Global Enterprises. Inc.
8 2023 - 4 2024