Princess Melody Gaurano
Call Center Agent
Manila
Summary
Dynamic Senior Agent at Iqor Philippines with a proven track record in operations management and customer service excellence. Enhanced client satisfaction through effective problem-solving and relationship building, while streamlining processes to boost team productivity. Skilled in mentoring and fostering a positive work environment, driving significant growth in the agency's clientele.
Overview
5
5
years of professional experience
Work History
Senior Agent
Iqor Philippines
03.2020 - 12.2022
- Implemented process improvements in areas that were underperforming.
- Collaborated with colleagues on cross-functional projects, fostering a positive work environment.
- Streamlined agency processes to improve efficiency and productivity within the team.
- Expanded clientele base through targeted networking events and referral programs, contributing to the overall growth of the agency''s business portfolio.
- Increased client satisfaction by providing exceptional customer service and timely resolution of issues.
- Managed high-profile accounts for enhanced customer retention and loyalty.
- Built strong relationships with clients by maintaining regular communication throughout the transaction process.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
Concierge Supervisor
Bayshore Residential Resort 1
08.2021 - 05.2022
- Facilitated smooth check-in/check-out processes by coordinating closely with the front desk team and other departments as needed.
- Managed scheduling for concierge staff members, balancing workload effectively while accommodating employee needs when possible.
- Reduced guest complaints with proactive problem-solving and timely communication.
- Developed strong relationships with local businesses, securing exclusive deals and discounts for hotel guests.
- Provided exceptional assistance to VIP guests, managing unique requests and exceeding expectations consistently.
- Implemented new procedures to optimize concierge team performance, resulting in higher guest satisfaction ratings.
- Enhanced guest satisfaction by promptly addressing inquiries and providing personalized recommendations.
- Assisted with event planning and coordination, ensuring successful execution of on-site events and special occasions.
- Handled escalated situations effectively by taking ownership of issues and providing solutions to ensure guest satisfaction.
Technical Support Representative
Teleperformance
07.2019 - 01.2020
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
Supervisor
Alorica
08.2017 - 05.2019
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
Education
No Degree - Human Resources Management
PLM PAMANTASAN LUNGSOD NG MAYNILA
Gen.Luna Intramuros ManilaSkills
Operations management
Employee relations
Talent acquisition
Corporate strategy
Coaching and mentoring
Succession planning
Performance analysis
Customer rapport building
Observance of standards
Customer service and care
Customer service
Positive attitude
Problem-solving
Service support
Polite communication skills
Clear communication
Customer needs determination
Professional networking
Public speaking
Timeline
Concierge Supervisor
Bayshore Residential Resort 1
08.2021 - 05.2022
Senior Agent
Iqor Philippines
03.2020 - 12.2022
Technical Support Representative
Teleperformance
07.2019 - 01.2020
Supervisor
Alorica
08.2017 - 05.2019
No Degree - Human Resources Management
PLM PAMANTASAN LUNGSOD NG MAYNILA