Richard Cayetano
Customer Service Manager
San Mateo Rizal
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Goal-oriented Customer Service Manager with 10 years of experience in leadership roles. Detail-focused and driven to help employees succeed in meeting and exceeding sales goals. Charming salesperson skilled in communication and collaboration for best-in-class service.
Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level.
Overview
13
13
years of professional experience
6
6
years of post-secondary education
Work History
Customer Service Manager
Optizon Pty Ltd
Windsor Victoria
11.2017 - Current
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Monitored customer service operations to assess agent performance and provide feedback.
- Took ownership of customer issues and followed problems through to resolution.
- Followed through with client requests to resolve problems.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
Escalation Specialist
24/7 Customer Service Philippines
Pasig City
05.2014 - 09.2017
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Investigated and resolved accounting, service and delivery concerns.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Customer Service Representative
SITEL Philippines
Pasig City
10.2012 - 05.2014
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Collected and analyzed customer information to prepare product or service reports.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
Bachelor of Science - Computer Science
ACCESS Computer Colleges
Cubao Quezon City 06.2001 - 05.2004
High School Diploma -
Marikina Institute of Science And Technology
Marikina City 06.1998 - 05.2001
Skills
Customer Relationship Management Software (CRM)
undefinedTimeline
Customer Service Manager
Optizon Pty Ltd
11.2017 - Current
Escalation Specialist
24/7 Customer Service Philippines
05.2014 - 09.2017
Customer Service Representative
SITEL Philippines
10.2012 - 05.2014
Bachelor of Science - Computer Science
ACCESS Computer Colleges
06.2001 - 05.2004
High School Diploma -
Marikina Institute of Science And Technology
06.1998 - 05.2001