Riza Leyco Orzales
Pasig City
Summary
Enthusiastic and reliable candidate with over 7 years of providing excellent customer service in Business Process Outsourcing and Food and Beverage Industry. Skilled in anticipating customer needs, Addressing complaints or resolving issues in timely manner and Building customer loyalty. Maintains focus and positive attitude in stressful situations and high volume environments.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
Work History
Processing Specialist
Infosys BPM
08.2022 - 07.2024
- Processed transactions such as loan and withdrawal of 401k funds, roll over request, address changes, beneficiary updates, and other administrative tasks in accurate and timely manner.
- Responded to customer inquiries and requests related to insurance products and membership such as Tax forms and Statement request.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs.
Customer Support Representative
Sitel
Pasig City
08.2019 - 08.2022
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of services and creating welcoming, positive experiences.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Managed high call volume while maintaining professionalism and accuracy when gathering client information for local counsel appointment bookings.
- Maintained a high level of accuracy in all email correspondences, ensuring that customers received clear and concise information to address their inquiries effectively.
Inbound Sales Representative
The Results Company
Pasig City
05.2018 - 02.2019
- Responsible for driving sales, generating new account activations, upgrades and accessory sale.
- Assisted potential and existing customers inquiring about internet connection, cable and phone services.
- Communicated with customers regarding marketing campaigns and promotions, answering questions and addressing concerns.
- Consistently met or exceeded assigned sales quotas while maintaining excellent customer satisfaction ratings.
Customer Care Representative
Concentrix
Pasig City
02.2017 - 01.2018
- Provided detailed information for various product. Address customer billing issues and disputes. Process payments, payment arrangements and phone swap.
- Provided technical support to all Sprint mobile phone and wireless devices.
- Coordinated timely responses to online customer communication and researched complex issues.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
Food Server
Kharafi Global
Kuwait Al Rai
05.2013 - 05.2016
- Took orders and ensure proper serving of food orders to the guests. Ensures clients are satisfied with food and service, responds to additional demands.
- Prepared bill receipts and collected payments from customers. Completed stock inventories to identify and address issues negatively impacting controls.
- Kept updated knowledge of menu and promotions, recommending specific items according to preferences and food allergies.
- Maintained cleanliness of working areas to create pleasant and inviting atmospheres for guests.
Education
Secondary Education -
Tomas Claudio Memorial College
Morong Rizal, Philippines03.2003
Bachelor of Science - Business Management
University of Rizal System
Morong Rizal, Philippines 06.2003 - 03.2007
Skills
- Case Management
- Workflow Optimization
- Inventory Management
- Inbound and Outbound Calling
- Billing and Invoicing
- Customer service support
- Payment Processing
- Business process improvement
- Inventory Control
- Time Management
- Workflow Management
- Dispute Resolution
Accomplishments
- Achieved the Top Seller for New Items in February and March 2016 at Johnny Rockets Kuwait.
- Achieved the Top Seller of the First Quarter in 2016 at Johnny Rockets Kuwait.
Timeline
Processing Specialist
Infosys BPM
08.2022 - 07.2024
Customer Support Representative
Sitel
08.2019 - 08.2022
Inbound Sales Representative
The Results Company
05.2018 - 02.2019
Customer Care Representative
Concentrix
02.2017 - 01.2018
Food Server
Kharafi Global
05.2013 - 05.2016
Bachelor of Science - Business Management
University of Rizal System
06.2003 - 03.2007
Secondary Education -
Tomas Claudio Memorial College
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