Ranjay Patalinhog
Customer Service Supervisor
Dasmarinas
Summary
Proven leader in customer service and problem-solving, I excelled at Landco Pacific Corporation by enhancing customer satisfaction and team productivity. Skilled in CRM software and adept at coaching, I significantly improved service delivery and complaint resolution, contributing to a notable increase in customer loyalty and team performance.
Overview
10
10
years of professional experience
2
2
years of post-secondary education
Work History
Customer Service Supervisor
Landco Pacific Corporation
Alabang, Muntinlupa
04.2024 - Current
- Responding to customer inquiries and resolved complaints effectively to establish trust and increase satisfaction.
- Coaching team members to deliver professional service while adhering to set service models.
- Managing escalated calls with professionalism to successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Evaluating individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Enhancing team productivity through regular coaching, feedback, and performance evaluations.
- Maintaining up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Improving customer satisfaction by addressing and resolving escalated issues promptly.
- Coaching employees through day-to-day work and complex problems.
- Demonstrating exceptional problem-solving skills in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Created, prepared, and delivered reports to various departments.
- Actively supporting service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Assessing team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Monitoring calls data to assess trends, proactively implementing solutions for identified issues.
- Streamlined call handling processes to improve response time and efficiency.
- Developed knowledge base for customer service reps, reducing resolution time.
- Delegating tasks to administrative support staff to organize and improve office efficiency.
Customer Service Representative
Landco Pacific Corporation
02.2019 - 03.2024
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests, services, and company information.
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition from management and the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Enhanced customer loyalty by offering personalized solutions aligned to individual needs.
Title Transfer Specialist
Landco Pacific Corporation
Alabang, Muntinlupa City
06.2019 - 01.2020
- Monitors all accounts due for title transfer to ensure that all deadlines and turnaround time for title transfer are met.
- Prepares and monitors Request For Payment form in preparation for payment of taxes due for title transfer, including but not limited to Real Property Tax, Transfer Tax, and Documentary Stamp Tax.
- Ensures all documents of customers are complete prior to preparation for title transfer process.
- Update internal processing team, such as Customer Service Department, regarding accounts with transferred titles to ensure all customers are well informed.
- Update title monitoring files and disseminate to internal processing unit.
Customer Service Assistant
Landco Pacific Corporation
BF Homes, Paranaque City
03.2017 - 06.2019
- Managed customer complaints effectively, offering solutions that exceeded expectations.
- Answered customer questions about their title, project development, and payment status.
- Achieved high levels of accuracy when processing transactions, which led to reduced errors and increased customer satisfaction.
- Handled high call volume while maintaining a professional demeanor and ensuring timely resolutions.
- Built strong relationships with customers and colleagues by providing friendly and personable service.
- Established harmonious relationship with other departments to guarantee smooth coordination to achieve customer satisfaction.
Documentation Specialist
Premium Staffers Inc.
BF Homes, Paranaque City
06.2014 - 03.2017
- Maintain files of customers.
- Ensures all documents of customers are sorted and organized.
- In charge of safekeeping customers' personal documents.
- Ensures all outgoing and incoming files are logged and monitored.
- Support internal processing unit by providing access to customers' personal documents.
Education
Certificate - Information And Communication Technology
Premiere Computer Learning Center
Paranaque City 05.2012 - 05.2014
Skills
Problem-Solving
Customer Relations
Team Building and Leadership
Complaint resolution
Time Management
Decision-Making
Work Prioritization
Workflow Management
Handling Escalations
Customer Service
Customer Relationship Management (CRM)
Report Generation
CRM software proficiency
Coaching and Mentoring
Timeline
Customer Service Supervisor
Landco Pacific Corporation
04.2024 - Current
Title Transfer Specialist
Landco Pacific Corporation
06.2019 - 01.2020
Customer Service Representative
Landco Pacific Corporation
02.2019 - 03.2024
Customer Service Assistant
Landco Pacific Corporation
03.2017 - 06.2019
Documentation Specialist
Premium Staffers Inc.
06.2014 - 03.2017
Certificate - Information And Communication Technology
Premiere Computer Learning Center
05.2012 - 05.2014
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