Reynaldo Canoso Jr
Pateros
Summary
Accomplished Customer Service Officer with a proven track record at Citi Bank Ph, enhancing customer satisfaction through expert resolution of complaints and inquiries. Skilled in escalation management and Microsoft Excel, I excel in high-pressure environments, consistently meeting key performance indicators. My ability to foster customer loyalty and improve service delivery, coupled with a positive and professional demeanor, drives continuous performance improvements.
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
6
6
years of professional experience
Work History
Customer Service Officer
Citi Bank Ph
01.2020 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Contributed to the achievement of departmental targets by meeting key performance indicators consistently.
- Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both the customer and company interests.
- Provided constructive feedback to peers and management on potential process improvements, aiding continuous enhancement of service quality.
- Assisted in training new hires, sharing best practices for delivering outstanding customer experiences consistently.
- Maintained up-to-date knowledge of product and service changes.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Customer Service Representative
Sutherland Global Services
08.2018 - 12.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Bachelor In Elementary Education - Education
Western Mindanao State University
Zamboanga City 04.2018
Skills
- Call center experience
- Upselling
- Charge reconciliation
- Complaint resolution
- Microsoft Excel
- Escalation management
- Positive and professional
- Adaptive team player
- Reliability
- Teamwork skills
- Phone Etiquette
Timeline
Customer Service Officer
Citi Bank Ph
01.2020 - Current
Customer Service Representative
Sutherland Global Services
08.2018 - 12.2019
Bachelor In Elementary Education - Education
Western Mindanao State University
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