Renz Santos
Taguig City,Philippines
Summary
Specialist in customer service with a strong emphasis on friendly and professional interactions. Thrives in dynamic environments, consistently achieving customer satisfaction through effective communication and problem-solving skills. Recognized for efficiently resolving customer issues to foster loyalty and trust.
Overview
5
5
years of professional experience
Work History
Live Chat Agent
Concentrix Inc.
Mandaluyong, Philippines
04.2024 - Current
- Enhanced customer satisfaction by efficiently managing inquiries via live chat for satellite radio service account.
- Resolved account subscription and billing concerns, providing customers with clear and concise information on plan features and promotions.
- Improved customer experience through adept problem-solving and issue resolution.
- Sustained high standards of professionalism and accuracy while juggling multiple chat interactions.
Inbound Sales Agent
TSD Global Philippines
Taguig , Philippines
07.2023 - 02.2024
- Managed inbound sales calls for telecommunications account covering wireline and wireless services.
- Supported customers in selecting new plans, upgrading services, and adding features based on needs.
- Clarified product offerings, pricing, promotions, and contract details accurately.
- Identified customer needs and recommended suitable services to enhance sales conversions.
- Ensured order processing accuracy and maintained proper documentation of transactions.
- Maintained service quality while achieving sales targets and performance metrics.
- Delivered professional customer service while adhering to sales scripts and compliance guidelines.
Customer Service Representative
Alorica Inc.
10.2021 - 06.2023
- Managed inbound customer calls regarding publication subscription services, assisting with account setup, renewals, cancellations, and issue resolution.
- Processed customer orders with attention to detail, ensuring accuracy in all transactions.
- Provided support on the production floor to agents and new hires, aiding in account familiarization and offering real-time assistance.
- Handled supervisor calls, contributing to the resolution of escalated customer concerns.
- Prepared and maintained contact centre activity reports, tracking calls handled, average handle time (AHT), call volume, abandon rate, and service level.
- Generated performance scorecards and reports for agent evaluation and monitoring team performance statistics.
Education
Senior High School (ABM)
Upper Bicutan National High School
Taguig City 2019 - 2021
Junior High School
Pateros National High School
Pateros 2015 - 2019
Elementary
Taguig Elementary School
Taguig City 2009 - 2015
Skills
- Customer service
- Chat support expertise
- Performance reporting
- Multitasking efficiency
Timeline
Live Chat Agent
Concentrix Inc.
04.2024 - Current
Inbound Sales Agent
TSD Global Philippines
07.2023 - 02.2024
Customer Service Representative
Alorica Inc.
10.2021 - 06.2023
Senior High School (ABM)
Upper Bicutan National High School
2019 - 2021
Junior High School
Pateros National High School
2015 - 2019
Elementary
Taguig Elementary School
2009 - 2015