13+ years of customer service experience working directly with customers to help and support them. Experienced in resolving customer issues on a daily basis. 97% satisfaction rate in current position. Passionate customer service professional with a track record of building strong relationships and keeping clients. Highly successful in coaching peers while displaying excellent communication skills. Results-driven Online Chat Specialist promoting ways to improve customer engagement. A relationship-builder and multitasking professional Looking for the next amazing opportunity utilizing great skills in customer service in busy environment.
Hi, I’m
Salvacion Pacete Francisco
Customer Service Representative
Montalban
Summary
Overview
14
years of professional experience
7
years of post-secondary education
Work History
HGS – BOSEPasig
SALES/CHAT SUPPORT
07.2022 - Current
Job overview
- Supported onboarding process for new employees as mentor helping them adapt quickly to role's requirements and responsibilities.
- Demonstrated flexibility in adjusting work hours or assisting with additional tasks during peak periods, contributing to overall team success.
- Contributed to positive work environment by assisting colleagues in resolving challenging situations when needed.
- Exceeded established KPIs related to response time, resolution rate, and overall quality scores in chat support metrics.
- Reduced escalations to higher-level support teams by successfully addressing customers'' issues at first point of contact.
- Expedited issue resolution with efficient multitasking and prioritization of multiple chat conversations simultaneously.
- Maintained extensive knowledge of company policies, procedures, and offerings to effectively address customer needs.
- Boosted customer retention, maintaining professional and empathetic tone throughout all interactions.
- Developed exemplary writing skills through continued correspondence with upwards of 10 customers per day
- Achieved high levels of customer satisfaction by consistently meeting or exceeding response time targets
- Utilized CRM systems proficiently for tracking customer interactions, updating records, and managing follow-up actions as necessary
- Exceeded established KPIs related to response time, resolution rate, and overall quality scores in chat support metrics
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support
- Collaborated with other departments, such as Sales or Technical Support, to ensure seamless customer service experiences
Startek PhilippinesPasig
T-Mobile Customer Service Representative
02.2022 - 07.2022
Job overview
- Contributed to 10% sales growth by upselling products and services based on individual customer requirements.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Provided coaching and mentoring to new hires, contributing to their successful integration into team.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Fostered customer-centric culture within team by consistently reinforcing importance of empathy, understanding, and patience in all interactions with clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled customer inquiries and suggestions courteously and professionally.
AIA Philippies-CubaoQuezon City
UNIT SECRETARY/Sales Representative
05.2010 - 01.2021
Job overview
- Served as liaison between secretary team and other departments within company, fostering strong working relationships that benefited overall facility function.
- Managed inventory levels of office supplies, ensuring adequate stock was available at all times for efficient unit operations.
- Supported office staff and operational requirements with administrative tasks.
- Enhanced office productivity by handling high volume of callers per day.
- Performed various administrative tasks by filing, copying and faxing documents.
- Increased sales revenue by identifying and targeting high-potential accounts.
- Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Provided comprehensive training on product offerings to new team members for optimal performance in sales roles.
- Achieved top 10 performer status consistently through dedication to meeting goals and exceeding expectations.
- Attended trade shows to represent company products, generate leads, and network with potential clients.
- Optimized territory coverage by strategically planning routes for maximum efficiency in meeting clients face to face.
- Created professional sales presentations and seminars to effectively demonstrate product features and competitive advantages.
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
- Developed and delivered engaging sales presentations to convey product benefits.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Trained and mentored new sales representatives.
- Developed and implemented sales strategies to increase profits.
- Managed customer accounts to secure customer satisfaction and repeat business.
- Used customer insights to develop innovative sales strategies to increase sales.
- Negotiated contracts with clients and developed relationships with key personnel.
- Assisted with training and onboarding of new unit secretaries, sharing expertise and best practices to ensure their success in role.
- Improved unit workflow by effectively prioritizing tasks and collaborating with team members to complete assignments in timely manner.
- Evaluated and implemented changes to unit procedures based on feedback from staff, improving efficiency without compromising patient care quality.
- Demonstrated flexibility in adjusting work hours to meet fluctuating demands of unit, ensuring coverage during both peak times and staff shortages
Education
ICCT COLLEGES (Cainta Branch)Cainta,Philippines
Associates in Computer Technology from Computer Technology
01.2008 - 05.2010
University Overview
SAN ISIDRO LABRADOR ACADEMYAntipolo City,Philippines
High School Diploma
01.2004 - 05.2008
University Overview
Skills
Language Fluency
undefinedReferences
References
- Mr. James Walter P.Capili-District Manager, +63 918-905-0906
- Ms. Camille S. Ante-Financial Advisor, +63 917-560-7343
- Mr. Lorenzo L. Barros-Retired Unilab Executive, +63 917-820-7707
Training
Training
- PSI LEADERSHIP SUCCESS SEMINAR, 05/13/13, 05/26/13
- Fist-sistency, Philamlife, 01/25/18
- AMLA & Business Conduct, 11/22/18
- Primer with Extensive and intensive Basic and Core Skill training for aspiring Call Center Agents and Teaching English as Second Language Fundamentals, Advance and Workshop, Virtual Training, 02/07/22, 03/04/22
- Information security awareness program,09/18/2023
- Mastering the basics of Microsoft Excel,02/17/2024
- Project Management Framework Training and assessments,03/02/2024
Timeline
SALES/CHAT SUPPORT
HGS – BOSE
07.2022 - Current
T-Mobile Customer Service Representative
Startek Philippines
02.2022 - 07.2022
UNIT SECRETARY/Sales Representative
AIA Philippies-Cubao
05.2010 - 01.2021
ICCT COLLEGES (Cainta Branch)
Associates in Computer Technology from Computer Technology
01.2008 - 05.2010
SAN ISIDRO LABRADOR ACADEMY
High School Diploma
01.2004 - 05.2008
Similar Profiles
Sheila O’DonnellSheila O’Donnell
Inventory Operations - Material Handler III at Bose CorporationInventory Operations - Material Handler III at Bose Corporation
Diana Arlet Aguilera DavalosDiana Arlet Aguilera Davalos
Buyer II at Bose CorporationBuyer II at Bose Corporation
Gustavo Huerta JacaGustavo Huerta Jaca
Expeditador De Materiales. at Bose Corporation, S.A. de C.V.Expeditador De Materiales. at Bose Corporation, S.A. de C.V.