Paulina Esid
Computer Secretarial
Balintawak Talibon Bohol,Bohol
Summary
Proven leader and customer service expert from Taytay Sa Kauswagan Inc, adept at conflict resolution and critical thinking. Boosted operational efficiency and employee engagement, demonstrating exceptional relationship building and administrative support skills.
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.
Offering positive attitude and genuine interest in helping others, ready to thrive in customer-focused environment.
Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
IBEX Global Philippines
11.2023 - 09.2024
- Kept work areas clean, organized, and safe to promote efficiency and team safety.
- Established positive relationships with customers and other staff members.
- Developed strong relationships with clients through consistent communication and attentive customer service, resulting in increased overall satisfaction.
- Greeted clients and guests and assisted with variety of questions to foster exceptional customer service.
- Participated in team-building activities to foster teamwork and collaboration.
- Assisted with onboarding new staff members, providing orientation and support.
- Collaborated with colleagues on various projects, sharing knowledge and expertise while working together towards common objectives.
- Developed and improved time management and organizational skills to maximise personal productivity.
- Provided guidance and support to junior staff members in achieving performance goals.
- Maintained strict adherence to industry regulations, ensuring company compliance in all operations.
Loan Staff/Credit Investigator/Cashier
JGM Finance Corporation
06.2022 - 10.2023
- Analyzed performance data to identify trends and areas for improvement.
- Gathered, organized and input information into digital database.
- Evaluated customer needs and feedback to drive product and service improvements.
- Authored thorough analysis and proposed clear suggestions in detailed reports.
- Established positive relationships with customers and other staff members.
- Developed strong relationships with clients through consistent communication and attentive customer service, resulting in increased overall satisfaction.
- Conducted thorough market research to inform strategic planning sessions.
- Created and managed project plans, timelines and budgets.
Program Unit Supervisor
Taytay Sa Kauswagan Inc
03.2011 - 05.2019
- Responded to prisoner grievances and conducted investigations for research and resolution of complaints.
- Logged maintenance request details with plant problem and date of referral to monitor resolution of work order.
- Proactively identified areas of improvement within the unit, implementing corrective actions to prevent future issues from arising.
- Successfully resolved conflicts among team members through active listening, mediation techniques and promoting open dialogue between involved parties.
- Implemented cost-saving measures that significantly reduced operational expenses without compromising service quality or employee morale.
- Provided assistance in preventing escapes, fights and violations of facility rules in event of code.
- Optimized resource allocation by carefully assessing staffing needs based on workload fluctuations throughout the year.
- Boosted employee engagement levels through regular staff meetings, transparent communication, and recognition programs.
- Reduced employee turnover rate through effective leadership, communication, and team-building initiatives.
- Enhanced overall operational efficiency by regularly reviewing and updating departmental policies, procedures, and guidelines.
- Mentored newly hired employees, helping them acclimate quickly to the company culture and job responsibilities.
- Discussed staff development and training needs and provided schedule of continuing education opportunities.
- Enhanced customer satisfaction rates by addressing inquiries and resolving issues in a timely manner.
- Recognized as an effective leader who consistently met or exceeded departmental goals and objectives through strategic planning and execution.
- Maintained high standards of safety compliance by enforcing workplace policies and conducting regular safety inspections/training sessions.
- Exercised independent judgment to adapt and apply guidelines to unit staff in housing units.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Monitored front areas so that questions could be promptly addressed.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
Demo-staff
S&R Memberships Shopping Center
08.2008 - 11.2009
- Kept work areas clean, organized, and safe to promote efficiency and team safety.
- Established positive relationships with customers and other staff members.
- Developed strong relationships with clients through consistent communication and attentive customer service, resulting in increased overall satisfaction.
- Greeted clients and guests and assisted with variety of questions to foster exceptional customer service.
- Participated in team-building activities to foster teamwork and collaboration.
- Assisted with onboarding new staff members, providing orientation and support.
- Collaborated with colleagues on various projects, sharing knowledge and expertise while working together towards common objectives.
- Developed and improved time management and organizational skills to maximise personal productivity.
- Provided guidance and support to junior staff members in achieving performance goals.
- Maintained strict adherence to industry regulations, ensuring company compliance in all operations.
Education
Associate Degree In Computer Secretarial - Computer Information Systems
Trinidad Municipal College
Poblacion Trinidad Bohol 05.2008
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Payment processing
- Client relations
- Customer satisfaction measurement
- Paperwork processing
- Appointment scheduling
- Order processing
- Administrative support
- Quality control
- Coordination
- Credit adjustments
Timeline
Customer Service Representative
IBEX Global Philippines
11.2023 - 09.2024
Loan Staff/Credit Investigator/Cashier
JGM Finance Corporation
06.2022 - 10.2023
Program Unit Supervisor
Taytay Sa Kauswagan Inc
03.2011 - 05.2019
Demo-staff
S&R Memberships Shopping Center
08.2008 - 11.2009
Associate Degree In Computer Secretarial - Computer Information Systems
Trinidad Municipal College
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