Patrick Gregory Herrera
Blk 5 Lot 10 Mercury St. Villa Ricardo Brgy. San Antonio San Pedro Laguna
Summary
Dynamic and experienced Senior Customer Service Representative with a strong track record of resolving customer inquiries and enhancing customer satisfaction. Skilled in active listening and attention to detail, with the ability to effectively identify customer needs and recommend appropriate solutions. Consistently committed to improving service quality and fostering strong customer relationships.
Demonstrates strong analytical, communication, and teamwork skills, with a proven ability to quickly adapt to new environments and challenges. Eager to contribute to team success while continuing to develop professional skills. Brings a positive attitude, strong work ethic, and commitment to continuous learning and professional growth.
Overview
7
7
years of professional experience
Work History
Senior Customer Service Representative
Wells Fargo
07.2021 - Current
- Resolved customer inquiries across accounts, transactions, and service requests with accurate, timely follow-up.
- Processed payments, transfers, and account maintenance while protecting confidential information and banking procedures.
- Reviewed discrepancies, disputed transactions, and fraud concerns using established service and compliance protocols.
- Recorded customer interactions, case details, and resolutions in systems for consistent account servicing.
- Worked with internal teams to resolve escalated issues and support smooth customer experience.
- Improved customer satisfaction by quickly addressing and resolving complex inquiries and complaints.
- Identified customer needs and recommended suitable banking products, services, and next-step solutions.
- Supported service accuracy by reviewing account data, correcting errors, and confirming completed requests.
Customer Service Representative
Teletech
Panay, Philippines
05.2019 - 12.2020
- Supported inbound customer enquiries about mobile broadband, landline, and other telecommunications services.
- Assisted customers with account questions, billing concerns, payments, plan changes, and service issues.
- Explained Telstra products, plans, features, promotions, and services to match customer needs.
- Protected customer information and maintained confidentiality at all times.
- Followed company policies, procedures, security requirements, and quality standards.
Education
Bachelor of Science - Medical Technology
Manila Central University
EDSA, Caloocan CitySkills
Customer Service and Customer Support
Active listening
Attention to detail
Adaptability
Working under pressure
Product and Service Knowledge
Excellent Verbal and Written Communication
Time Management
Empathy and Customer Rapport
Timeline
Senior Customer Service Representative
Wells Fargo
07.2021 - Current
Customer Service Representative
Teletech
05.2019 - 12.2020
Bachelor of Science - Medical Technology
Manila Central University