Peejay Manalo
Customer Service Specialist
Caloocan City
Summary
Organized and dependable candidate with proven success in managing multiple priorities while maintaining a positive attitude. Excel in time management and problem-solving with a proactive and goal-oriented approach. Known for reliability and adaptability, with a swift capacity to learn and apply new skills. Committed to driving team success and contributing to the growth of the organization.
Overview
6
6
years of professional experience
8
8
years of post-secondary education
Work History
Customer Service Representative
Shippsy
11.2022 - Current
- Understanding our products and services.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Providing information in response to inquiries related to our products and services.
- Ensuring effective communication with clients through phone, chat, and email support.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Managing and resolving customer complaints by taking ownership and escalating complex issues when necessary.
- Maintaining detailed records of customer interactions, transactions, comments, and complaints.
- Engaging in collaborative communication with different departments and within the team.
- Contributing to continuous improvement by providing feedback on recurring client issues and suggesting process enhancements.
Customer Service Representative
iQor, Walmart
03.2022 - 08.2022
- Taking customer’s order if the customer requested it
- Answer customers’ questions on where their order is
- Informing them if there are any delays regarding their order
- Coordinating to different channels to make sure that the customer’s order will be correct/corrected by the time it arrives
- Helping the customer file complaints if they feel wronged to with delivery
- Providing refunds/compensation to customers if the experience is not in lined with the policy and values of the company
- Making sure to make things right to the customer as much as possible.
Technical Support and billing representative
Concentrix, Apple
03.2021 - 08.2021
- Handles calls regarding technical inquiries on Apple products
- Assisting customers with their cloud services
- Scheduling repair or replacement option for the customer depending on availability
- Providing refund for the customer’s purchases through the app store
- Walking customer through on how to use specific apps on their phone and how to subscribe or unsubscribe to their services
- Assisting customer regarding questions for their products warranty.
Billing/Collection/Sales representative
AFNI, Quezon City, Comcast program
08.2019 - 11.2020
- Assisting customers with their question regarding their bill and giving the customer options on how to maximize their money by getting the best value in comparison to their service
- Informing customer about outages or possible outages on their area
- Handling collections inquiry and trying to collect payment from the customers account that are past due
- Upselling products to customers in the hope of adding new service on their account
- Helping our customers to setup their new service and with basic troubleshooting.
Sales representative
Alorica, Sprint account
03.2019 - 07.2019
- Assisting customers with general inquiry and leading the call to transition through upselling
- Trying to convince customers to either add a line or upgrade their devices based on probing questions and giving them the best option that suit their needs.
Customer service representative
Teleperformance Xbox Account
11.2018 - 01.2019
- Handles inquiries about technical questions of customers regarding their Xbox console or the games themselves
- Assisting customer on account recovery, account management, account inquiry
- Troubleshooting consoles and games
- Reviewing and processing refund request for the customer’s purchase (depending on reason)
- Filing tickets for issues that will take some time to resolve and making sure to do a follow up and help the customer all the way through email
- Helping customers troubleshoot through emails.
Technical Coach (Subject Matter Expert)
Teleperformance Xbox Account
03.2018 - 11.2018
- Handle teams of 15 to 20 headcounts and assisting them with their questions
- Making sure that Agent behavior is in line with QA’s standards
- Giving feedbacks to agents to improve their customer handling and soft skills
- Making sure that everyone is updated with recent changes to policies, on-going issues, individual stats and such.
Customer service representative
Teleperformance Xbox Account
09.2017 - 3 2018
- Handles inquiries about technical questions of customers regarding their Xbox console or the games themselves
- Assisting customer on account recovery, account management, account inquiry
- Troubleshooting consoles and games
- Reviewing and processing refund request for the customer’s purchase (depending on reason)
- Filing tickets for issues that will take some time to resolve and making sure to do a follow up and help the customer all the way through email
- Helping customers troubleshoot through emails.
Education
High School Graduate -
St. Ferdinand College
01.2009 - 05.2013
BA communication - undefined
Far Eastern University
01.2013 - 05.2016
Skills
Fast learner
Can adapt to any working environment
Excellent Communication
Computer literate (Microsoft word, Excel, PowerPoint, social media)
Can type up to 55-70 words per minute
Can speak both English and Filipino fluently
Can do multitasking effectively
Excellent soft skills
Have an amazing customer service skill
Calm Under Pressure
Volunteer Experience
- Every Nation Campus, 2014-01-01
- Every Nation Campus Ushering Ministry, 2014-01-01, 2016-12-31
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative
Shippsy
11.2022 - Current
Customer Service Representative
iQor, Walmart
03.2022 - 08.2022
Technical Support and billing representative
Concentrix, Apple
03.2021 - 08.2021
Billing/Collection/Sales representative
AFNI, Quezon City, Comcast program
08.2019 - 11.2020
Sales representative
Alorica, Sprint account
03.2019 - 07.2019
Customer service representative
Teleperformance Xbox Account
11.2018 - 01.2019
Technical Coach (Subject Matter Expert)
Teleperformance Xbox Account
03.2018 - 11.2018
Customer service representative
Teleperformance Xbox Account
09.2017 - 3 2018
BA communication - undefined
Far Eastern University
01.2013 - 05.2016
High School Graduate -
St. Ferdinand College
01.2009 - 05.2013