RHEA STEPHANIE CARDOSA

Direct To Client Agent / Customer Service Representative

Cebu City, Province Of Cebu,CEB

Summary

Dedicated client relations specialist with extensive experience in managing inquiries and resolving complaints. Recognized for fostering strong communication between clients and technical teams, contributing to significant improvements in service quality and customer satisfaction.

Overview

years of professional experience

Work History

Direct to Client Agent /Lead Sales Associate

SelectVoice Com

11.2021 - 02.2025

Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
Implemented feedback mechanisms to gather insights from customers, driving service improvements.
Managed customer interactions through various communication channels to ensure satisfaction and support.
Collaborated with cross-functional teams to optimize workflow and enhance overall service delivery.
Facilitated communication between clients and technical teams to streamline issue resolution.
Developed tailored solutions by understanding client needs, enhancing user experience significantly.
Increased customer satisfaction with personalized follow-up strategies.
Assisted customers in making informed purchasing decisions by providing expert advice on product features and benefits.
Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.

Customer Service Representative

Sykes Asia Cebu

05.2016 - 06.2019

Implemented process improvements that streamlined ticket resolution times and reduced customer wait times.
Analyzed customer feedback trends to identify areas for service enhancement and training opportunities.
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.
Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
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.
Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Assisted customers in navigating company website and placing online orders, improving overall user experience.
Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
Improved resolution time with effective problem-solving for customer complaints.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Delivered prompt service to prioritize customer needs.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Maintained up-to-date knowledge of product and service changes.
Educated customers about billing, payment processing and support policies and procedures.
Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.

Education

Bachelor of Elementary Education - Content Education

Cebu Technological University - Malabuyoc Campus

Malabuyoc, Cebu

04.2001 -

Skills

Customer satisfaction

Customer service and care

Problem-solving

Clear communication

Recordkeeping proficiency

Sales negotiation

Problem-solving skills

Critical thinking

Goal-oriented mindset

Adaptability

Timeline