Ralph Lawrence Arcega
Customer Service | Technical Support
Manila
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Global Payments Inc.
02.2022 - 02.2025
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Team Leader Intern
Concentrix
10.2018 - 11.2021
- Established clear performance goals for the team, monitoring progress and providing feedback for continuous improvement.
- Resolved conflicts among team members, fostering a positive work environment conducive to productivity and growth.
- Evaluated risks associated with assigned projects, taking necessary precautions to mitigate potential issues before they escalated into major problems.
- Increased overall customer satisfaction rates with timely delivery of high-quality products/services by closely monitoring individual task performances.
Education
Bachelor of Science - Business Administration
The University of Manila
Manila 04.2001 -
Skills
Problem-solving
Active listening
Product knowledge
Complaint resolution
Critical thinking
Decision-making
Team collaboration
Timeline
Customer Service Representative
Global Payments Inc.
02.2022 - 02.2025
Team Leader Intern
Concentrix
10.2018 - 11.2021
Bachelor of Science - Business Administration
The University of Manila
04.2001 -
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