Roberto Padilla Jr.
Itogon
Summary
Results-driven Customer Service Representative with nearly 10 years of experience in high-volume call centers. Specializes in problem resolution, escalation management, and training new staff. Leverages CRM tools to optimize service delivery and strengthen customer relationships, contributing to increased retention and KPI achievement.
Overview
2025
2025
years of professional experience
Work History
Clinical Services Support Representative
Optimal Balance Pharmacy
2025 - 2026
- Oversaw customer support operations to enhance patient experience and uphold service standards of Optimal Balance Pharmacy.
- Manage patient inquiries related to prescription fulfillment, medication availability, and clinical service coordination.
- Collaborated with pharmacy staff to streamline patient intake and follow-up processes, resulting in improved patient satisfaction.
- Maintain accurate patient interaction records in healthcare-specific CRM systems.
- Serve as a liaison between patients and clinical teams to resolve complex service issues promptly and professionally.
Customer Service Representative
Concentrix Philippines
Baguio City
03.2023 - 12.2024
- Successfully resolved 95% of customer complaints on first contact, improving customer satisfaction scores.
- Managed 50+ customer inquiries daily, providing timely and accurate responses via phone, email, and chat.
- Recommended product solutions, leading to a 15% increase in upsell conversions.
- Maintained customer interaction records in CRM software, facilitating seamless issue resolution.
- Trained new hires, enhancing team efficiency and reducing onboarding time by 20%.
Customer Service Representative
SITEL Philippines
Baguio City
10.2016 - 01.2023
- Achieved a 98% customer satisfaction rating through prompt and empathetic service.
- Delivered support to customers by troubleshooting product-related issues and providing effective solutions.
- Served as escalation point for complex issues, ensuring swift resolution and supporting client retention.
- Collaborated with internal departments to streamline order fulfillment, reducing processing time by 30%.
- Contributed to scripting and refining call-handling procedures to improve service quality.
Education
Vocational Training - Automotive Servicing
BSBT College
434 Magsaysay Ave, Baguio, 2600 Benguet01-2016
Skills
- Patient Coordination
- Patient Interaction
- Clinical Support
- Healthcare Solutions
- CRM management
- CRM software
- Customer service
- Complaint resolution
- Conflict resolution
- Service Quality Improvement
- Technical Troubleshooting
- Chat support
- Office suite
- Active listening
- Communication skills
Availability
Open to flexible schedules and shift-based work
Languages
- Fluent in English
- Fluent in Filipino
Recognition
Awarded 'Top Performer' for exceeding customer service KPIs in both Concentrix and SITEL
Timeline
Customer Service Representative
Concentrix Philippines
03.2023 - 12.2024
Customer Service Representative
SITEL Philippines
10.2016 - 01.2023
Clinical Services Support Representative
Optimal Balance Pharmacy
2025 - 2026
Vocational Training - Automotive Servicing
BSBT College