Russel Gems Mediana
Davao City,NSA
Summary
Experienced and dedicated customer service professional with a strong focus on teamwork. Possessing a positive and outgoing demeanor, I easily connect with clients and establish rapport. Motivated by ensuring customer satisfaction and making valuable contributions to company success. Specializing in optimizing processes for quality and speed, while demonstrating excellent communication skills. Passionate about developing relationships, cultivating partnerships, and driving business growth. Articulate, energetic, and results-oriented.
Overview
4
4
years of professional experience
Work History
Customer Service Representative/Subject Matter Expert
Ashley Stewart
06.2024 - Current
- Company Overview: via Flatworld Solutions Philippines
- As a Customer Service Representative (June 2024 - August 2024), handled phone calls, live chats, and emails to assist customers with order placing, refunds, lost package claims, product, and promo inquiries
- Promoted to Subject Matter Expert (SME) in August 2024, leveraging quick understanding of the process and contributing to the project's knowledge base
- As an SME, support Team Leaders and agents with team productivity, providing guidance on total calls, tickets, and chats handled
- Resolve ticket escalations by forwarding issues to respective departments (IT, Finance, Warehouse, and Merchandising), ensuring accuracy and timely resolution
- Utilize expertise in working with spreadsheets to manage escalations and contribute to process improvements
- Via Flatworld Solutions Philippines
Customer Support Representative/Back Office
SheerID
11.2022 - 12.2023
- Company Overview: via Conectys
- Diligently assessed and validated documents to ensure accuracy and compliance with company policies
- Detail-oriented and efficient in processing high volumes of documents, ensuring seamless customer experiences
- Via Conectys
Customer Support Representative
Cricket Wireless
07.2022 - 11.2022
- Company Overview: via Concentrix
- Assisted wireless customers with prepaid phone services, troubleshooting mobile data, mobile hotspot, calls, and text services
- Explained bills, provided self-service options for payments, and managed services
- Via Concentrix
Technical Support Representative
Comcast Business
07.2021 - 07.2022
- Company Overview: via VXI Global Solutions
- Assisted business customers in troubleshooting internet, cable, and VoIP telephone services
- Resolved billing concerns and provided digital solutions for managing services
- Via VXI Global Solutions
Customer Service Representative
Amazon
03.2021 - 06.2021
- Company Overview: via IQOR
- Answered inbound calls as the first point of contact for customers' queries, including order and product questions, payment matters, and website guidance
- Ensured successful deliveries by supporting customers, shippers, and delivery service partners
- Via IQOR
Education
Bachelor of Science - Development Communication
Davao Oriental State University
Skills
Good English communication skills
Adaptive to all communication channels/software
Self-efficient and problem-solver
Detailed and organized
Efficient in time management
Quick to learn and determined
Proficient in Google Workspace and Microsoft 365
Computer savvy and proficient in Salesforce
Experienced in working with spreadsheets
Administrative support
Watching anime, reading Japanese comics, gardening, drinking coke.
I like to watch anime series and movies and read mangas. I also like to garden way back home. And, call me unhealthy, but coke is my water.
Timeline
Customer Service Representative/Subject Matter Expert
Ashley Stewart
06.2024 - Current
Customer Support Representative/Back Office
SheerID
11.2022 - 12.2023
Customer Support Representative
Cricket Wireless
07.2022 - 11.2022
Technical Support Representative
Comcast Business
07.2021 - 07.2022
Customer Service Representative
Amazon
03.2021 - 06.2021
Bachelor of Science - Development Communication
Davao Oriental State University