Richelle Kiaki
Baguio City
Summary
Detailed Customer Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Overview
15
15
years of professional experience
Work History
Team Leader
Digisupport
Baguio City
06.2020 - 01.2024
- Oversaw quality control to identify inconsistencies and malfunctions.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Organized client meetings to provide project updates.
- Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Conducted regular performance reviews to assess individual team member progress.
Customer Service Representative
Convergys
Baguio City
08.2015 - 02.2020
- Mentored new employees on procedures and policies to maximize team performance.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Strengthened customer retention by offering discount options.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Answered customer inquiries and provided accurate information regarding products and services.
Customer Support Representative
Foundever
Baguio City
09.2008 - 05.2012
- Resolved customer inquiries in a timely manner.
- Identified opportunities to improve customer experience and suggested changes accordingly.
- Analyzed customer complaints and service trends to identify and correct systematic issues.
- Followed established policies and procedures while providing excellent customer service.
- Answered support calls to learn about and address customer needs, complaints or other issues with products or services.
- Developed relationships with customers through friendly interactions.
- Engaged in active listening with callers to confirm or clarify information and diffuse anger.
- Maintained positive working relationship with fellow staff and management.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Maintained and exceeded performance and quality standards, meeting customer support objectives.
Education
Associate of Arts - Secretarial Studies And Office Administration
Data Center Philippines
Baguio City03-2000
Skills
- Work Planning
- Technical Support
- Team Supervision
- Overtime Management
- Coaching
- Documentation and Reporting
- Mentoring
- Inbound and Outbound Calling
- Appointment Scheduling
- Product Knowledge
- Data Collection
- Complaint Resolution
- Data Entry
- Problem Resolution
- Building Rapport
- Customer Relations
- Administrative Support
Timeline
Team Leader
Digisupport
06.2020 - 01.2024
Customer Service Representative
Convergys
08.2015 - 02.2020
Customer Support Representative
Foundever
09.2008 - 05.2012
Associate of Arts - Secretarial Studies And Office Administration
Data Center Philippines
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