Ron Marcus Borlagdan
Account Manager
Marikina City, Metro Manila
Summary
Customer Relations Representative with over 6 years of experience delivering exceptional service and support. Recognized for strong multitasking abilities, problem-solving skills, and adaptability in fast-paced environments, consistently thriving under pressure. Committed to ensuring customer satisfaction by employing best practices and exploring innovative solutions to meet diverse customer needs. Eager to contribute valuable expertise and become an integral asset in any assigned role.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Satellite Office
Quezon City, Metro Manila, Philippines
10.2024 - Current
- Resolved customer inquiries effectively by utilizing product knowledge, enhancing customer satisfaction.
- Facilitated communication between departments to streamline issue resolution and improve response times.
- Mentored junior staff on customer service best practices, fostering a collaborative team environment.
- Leveraged CRM systems to track customer interactions, ensuring accurate follow-ups and improved service.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Concierge
Intogreat Solutions Inc.
07.2022 - 12.2023
- Managed a high-profile Chauffeur Service account for Blacklane, providing exceptional B2B support and customer relations.
- Specialized in handling inquiries related to hailing, dispatching, and bookings, ensuring seamless operations and client satisfaction.
- Coordinated Emirates bookings for VIP guests, demonstrating proficiency in reading and interpreting XML files.
- Delivered top-tier customer service through inbound calls, chats, and emails, maintaining a high standard of communication and problem resolution.
- Utilized key tools such as MS Office (Word, Excel), Slack, Intercom, and Aircall to enhance efficiency and service delivery.
Account Manager
Kinect Inc
06.2018 - 11.2021
- Managed major account for Australian Energy Retailer, enhancing client satisfaction and driving account growth.
- Handled escalations and complaints, preparing detailed reports to showcase problem-solving and analytical skills.
- Acted as a Subject Matter Expert, mentoring new trainees and agents to ensure high performance and adherence to standards.
- Analyzed end-of-month reports, quality assessments, and spot checks, developing improvement plans to support operational excellence.
- Provided comprehensive customer service, addressing inquiries via inbound calls, chats, and emails during the initial year.
- Main Tools: MS Office (Word, Excel, etc.), MS Teams, Cisco Jabber
Education
BS - Computer Science
University of Caloocan City
Caloocan City, Metro Manila, Philippines01-2017
High School Diploma -
Quezon City Science High School
Quezon City, Metro Manila, Philippines 04.2001 -
Skills
Software proficiency
Client account management
Customer service expertise
Interdepartmental communication
Team collaboration
CRM system utilization
Call center operations
Conflict resolution
Issue resolution
B2B customer relations
Order processing
Analytical problem solving
Timeline
Customer Service Representative
Satellite Office
10.2024 - Current
Customer Concierge
Intogreat Solutions Inc.
07.2022 - 12.2023
Account Manager
Kinect Inc
06.2018 - 11.2021
High School Diploma -
Quezon City Science High School
04.2001 -
BS - Computer Science
University of Caloocan City