Summary
Overview
Work History
Education
Skills
Volunteer Experience
Work Availability
Websites
Timeline
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Peejay Manalo

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

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
Peejay ManaloCustomer Service Specialist