ROBYN ANN E. GARFERIO
Tagum City,Philippines
Summary
Dedicated Call Centre Representative with extensive experience in high-volume customer support. Specialises in conflict resolution, data integrity, and process improvement. Delivers effective customer solutions through active listening and clear communication, ensuring swift and professional responses to concerns. Committed to maintaining high service standards in dynamic, international settings.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Wesmond International Limited
Shanghai
06.2023 - Current
- Address customer inquiries and concerns with professionalism, accuracy, and efficiency.
- Demonstrated strong telephone etiquette while maintaining high standards of customer service.
- Delivered customer support in a fast-paced international environment, ensuring timely resolution of inquiries.
Customer Service Representative
ARK PROJECT via Upwork
Remote
04.2022 - 09.2023
- Facilitated positive customer outcomes through effective problem-solving, resolving issues efficiently and improving customer loyalty.
- Managed customer inquiries and delivered tailored service solutions in a remote environment, enhancing customer satisfaction.
- Maintained data integrity while actively listening to and addressing customer needs, ensuring accurate and timely responses.
Customer Service Representative
ARK PROJECT via Upwork
Remote
03.2023 - 05.2023
- Provided customer service support for project engagement, ensuring timely resolution of inquiries.
- Addressed customer concerns while keeping accurate documentation for future reference.
- Adapted communication style for remote work, enhancing team collaboration and customer interactions.
Account Manager
Protrend Inc.
Shanghai
04.2020 - 04.2022
- Managed client accounts, fostering strong relationships to enhance client satisfaction.
- Coordinated with clients and internal teams to ensure service delivery met accuracy and satisfaction standards.
- Utilised negotiation and conflict resolution skills to effectively address and fulfil client needs.
Virtual Assistant
HALOBAND Inc.
Shanghai
08.2017 - 04.2020
- Monitored email inboxes, prioritised messages, and ensured timely responses to important communications.
- Answered calls and emails efficiently, offering round-the-clock client and customer care.
- Delivered administrative and operational support to enhance business operations.
- Provided day-to-day administrative support, improving overall business efficiency.
Virtual Assistant
Siblings Solutions Inc. (Powered by Nadel Business Center)
Tagum City, Davao del Norte
02.2016 - 08.2017
- Coordinated daily business operations and administrative tasks to enhance workflow.
- Partnered with team members to streamline service delivery processes.
- Ensured accurate records and upheld data integrity for reliable information access.
General Care CSR
iQor Dasmariñas
Cavite
03.2015 - 01.2016
- Resolved customer concerns efficiently, enhancing satisfaction and loyalty.
- Maintained high telephone etiquette and customer service standards, contributing to positive customer experiences.
- Managed high-volume inbound customer calls, ensuring prompt and effective assistance. in a high-volume call center environment.
Account Associate
VXI Global
Lanang, Davao City
09.2014 - 02.2015
- Delivered account support and customer service to enhance client satisfaction.
- Ensured professionalism in addressing customer inquiries, fostering positive relationships.
- Supported team performance goals through active listening and effective problem-solving.
Subject Matter Expert
Flatworld Solutions Philippines
Davao City
03.2014 - 09.2014
- Advised team members on resolving complex customer queries and service concerns, improving response quality.
- Ensured high standards of quality and accuracy in customer interactions to maintain service excellence.
- Provided expertise in customer service processes to enhance team knowledge.
Inbound – Outbound Sales Representative
Flatworld Solutions Philippines
Davao City
01.2014 - 03.2014
- Managed inbound and outbound sales calls to engage customers effectively.
- Responded to customer inquiries and contributed to achieving sales objectives.
- Utilised active listening and negotiation skills to enhance customer satisfaction.
Education
Bachelor of Science - Secondary Education
Notre Dame of Salaman College
Lebak, Sultan KudaratTanza National Trade School
Tanza, CaviteTibig Elementary School
Tibig, Silang, CaviteSkills
- Customer Service Excellence
- Technical Support
- CRM systems
- Issue Tracking
- Data Management
- Record Keeping
- Communication skills
- Active Listening
- Empathy understanding
- Conflict Resolution
- Negotiation
- Client Coordination
- Relationship management
- Service Quality
- Multitasking
- Deadline-Oriented
- Pressure handling
- Team Player
- Telephone etiquette
- Live chat support
- Information Processing
- Product knowledge
- Complaint resolution
REFERENCES
Available upon request.
Timeline
Customer Service Representative
Wesmond International Limited
06.2023 - Current
Customer Service Representative
ARK PROJECT via Upwork
03.2023 - 05.2023
Customer Service Representative
ARK PROJECT via Upwork
04.2022 - 09.2023
Account Manager
Protrend Inc.
04.2020 - 04.2022
Virtual Assistant
HALOBAND Inc.
08.2017 - 04.2020
Virtual Assistant
Siblings Solutions Inc. (Powered by Nadel Business Center)
02.2016 - 08.2017
General Care CSR
iQor Dasmariñas
03.2015 - 01.2016
Account Associate
VXI Global
09.2014 - 02.2015
Subject Matter Expert
Flatworld Solutions Philippines
03.2014 - 09.2014
Inbound – Outbound Sales Representative
Flatworld Solutions Philippines
01.2014 - 03.2014
Bachelor of Science - Secondary Education
Notre Dame of Salaman College
Tanza National Trade School
Tibig Elementary School