Rezel Busa
Customer Service Representative/Support
Jagna
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
3
3
years of professional experience
13
13
years of post-secondary education
Work History
Customer Service Representative/ Admin Assistant
Enlightened Today
11.2024 - 05.2025
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, 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.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- 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 as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
CUSTOMER SERVICE REPRESENTATIVE
Concentrix
06.2022 - 10.2024
- Company Overview: Travel Account WFH ( Qantas) - Assist Australian travelers with booking of flights. Provide advice on travel destinations, collect payments and resolve travel issues, complaints, and refunds.
- Assist Australian travelers with booking of flights.
- Provide advice on travel destinations.
- Collect payments and resolve travel issues, complaints, and refunds.
- Travel Account WFH ( Qantas) - Assist Australian travelers with booking of flights. Provide advice on travel destinations, collect payments and resolve travel issues, complaints, and refunds.
Education
Associate of Applied Science - Computer Technology
Bohol Institute of Technology
Jagna, Bohol, Philippines 04.2014 - 01.2017
Lonoy Heroes Memorial - undefined
Lonoy Heroes Memorial
01.2010 - 01.2014
Boctol Elementary School - undefined
Boctol Elementary School
01.2004 - 01.2010
Skills
Communication Skills
Customer Service Skills
Decision-making
Team collaboration
Time Management
Adaptability and flexibility
Call management
Complaint resolution
Time management
Data entry
Data collection
Problem resolution
Personal Information
- Age: 26
- Height: 5'2 ft
- Weight: 48Kg
- Date of Birth: 12/18/97
- Marital Status: Single
- Religion: Pentecost
- Place of Birth: Manila
Timeline
Customer Service Representative/ Admin Assistant
Enlightened Today
11.2024 - 05.2025
CUSTOMER SERVICE REPRESENTATIVE
Concentrix
06.2022 - 10.2024
Associate of Applied Science - Computer Technology
Bohol Institute of Technology
04.2014 - 01.2017
Lonoy Heroes Memorial - undefined
Lonoy Heroes Memorial
01.2010 - 01.2014
Boctol Elementary School - undefined
Boctol Elementary School
01.2004 - 01.2010