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
Bacolod City, Negros Occidental
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
Talisay City, Negros Occidental
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
Bacolod City, Negros Occidental
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