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)
Inter-department collaboration
Staff Management
Technical Support
MS Office expert
Schedule Management
Skilled trainer
Administrative support
Adherence to high customer service standards
Customer Relations
Timeline
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