Paul Joseph S. Bacolod
Customer Service Specialist
Cebu City, Province Of Cebu
Summary
Results-driven Customer Support Specialist with experience delivering high-quality customer service while using data analysis to identify customer needs, improve satisfaction, and optimize support processes. Skilled in handling customer inquiries, resolving complex issues efficiently, and analyzing trends, feedback, and performance metrics to drive informed business decisions. Proven ability to enhance customer experiences through problem-solving, communication, and data-driven insights, while maintaining strong relationships and meeting performance targets in fast-paced environments.
Overview
21
21
years of professional experience
Work History
Trade Specialist
Currency Trading
10.2016 - Current
- Enhanced client satisfaction by providing expert guidance on international trade regulations and procedures.
- Boosted company profitability with diligent monitoring of market trends and identification of new business opportunities.
- Conducted in-depth research on global markets to identify potential risks and opportunities, supporting informed decision making.
- Analyzed client feedback to implement improvements in service offerings resulting in increased customer satisfaction rates over time.
Account Manager
Distributed Website Corporation
09.2011 - 02.2013
- Assists clients regarding queries through CRM, emails, inbound calls and live chat. Using Google Docs and Maps, Excel, SnagIt and Word.
- Providing tutorials regarding rschooltoday - Screen sharing with Go to Meeting or Join Me.
- Assisting clients regarding activity and facility scheduler, certificate report and transportation request. Using Google Calendar.
- Calling client to follow up if all concerns or request has been resolved.
- Work from Home
Subject matter expert, Escalations
Convergys Philippines Inc.
08.2006 - 06.2011
- Assists clients regarding queries through CRM, emails, inbound calls and live chat. Using Google Docs and Maps, Excel, and Word.
- Coordinates with manager in creating modules for better call handling skills. Using Excel, Word and PowerPoint
- Provide coaching to teams needing assistance in improving customer satisfaction rate.
Customer Service Representative
People Support Phils. Inc.
09.2005 - 02.2006
- Inbound phone, email, chat support and sales
- E Office One Asiatown IT Park
Education
Bachelor of Science - Medical Technology
Centro Escolar University
Mendiola, Manila10.1999
Skills
- Microsoft Word, PowerPoint and Excel Spread sheet
- Canva
- Knowledge in Recruiting and Hiring
- Knowledge in email handling, live chat, and CRM
- Data entry and research
- Google Tools
- Google Calendar
- Writing and Editing
- Familiarity with SEO
Timeline
Trade Specialist
Currency Trading
10.2016 - Current
Account Manager
Distributed Website Corporation
09.2011 - 02.2013
Subject matter expert, Escalations
Convergys Philippines Inc.
08.2006 - 06.2011
Customer Service Representative
People Support Phils. Inc.
09.2005 - 02.2006
Bachelor of Science - Medical Technology
Centro Escolar University