Peregrine Silva
Bacolod City, Negros Occ.
Summary
Adept at investigative techniques and conflict de-escalation, I enhanced customer trust and satisfaction at IQOR Talisay through empathetic support and problem-solving. As a Dispute Investigator at Ubiquity Bacolod, I led process improvements and maintained strict confidentiality, showcasing my professionalism and critical thinking skills.
Overview
10
10
years of professional experience
Work History
Dispute Investigator
Ubiquity Bacolod
06.2020 - Current
- Contributed to ongoing process improvement initiatives by providing feedback based on personal experience and industry trends.
- Provided exceptional customer service throughout the entire investigation process, empathizing with clients'' concerns and ensuring their needs were met to the greatest extent possible.
- Collaborated with various departments to gather necessary information and resolve disputes promptly.
- Built strong relationships with customers by delivering timely updates on the status of their disputes and proposed resolutions.
- Resolved disputes by conducting thorough investigations and analyzing evidence.
- Maintained a high level of confidentiality while handling sensitive customer information during investigations.
- Ensured regulatory compliance in all aspects of dispute investigations, adhering to federal, state, and local laws as required.
- Provided detailed reports on completed investigations, outlining findings and recommendations for resolution.
CST/Tech Support
IQOR Talisay
02.2019 - 01.2020
- Enhanced caller satisfaction by providing empathetic and compassionate support during crisis situations.
- Increased caller trust by building rapport through empathy, understanding, and non-judgmental communication.
- Reduced call escalation rates through effective active listening and problem-solving techniques.
Team Leader
Pan Asiatic Solutions
01.2015 - 01.2019
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
Education
Vocational - Computer Technician
Technological Foundation Institute
Bago City, Negros Occidental 04.2011
Skills
- Investigative techniques
- Evidence evaluation
- Interviewing techniques
- Conflict de-escalation
- Decision-making
- Policy interpretation
- Problem-solving
- Multitasking
- Critical thinking
- Professionalism
Timeline
Dispute Investigator
Ubiquity Bacolod
06.2020 - Current
CST/Tech Support
IQOR Talisay
02.2019 - 01.2020
Team Leader
Pan Asiatic Solutions
01.2015 - 01.2019
Vocational - Computer Technician
Technological Foundation Institute