Hi, I’m
Stephanie Penaflor
Customer Support
Cebu, Cebu City,CEB
Summary
Results-driven customer service representative with extensive call center experience. Skilled in customer relations and product knowledge, consistently achieving high satisfaction ratings by effectively resolving complaints and collaborating with team members to implement best practices.
Overview
15
years of professional experience
Work History
Layer8
Customer Service Representative
05.2024 - Current
Job overview
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
EXL Philippines
Quality Analyst
10.2022 - 05.2024
Job overview
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Created and revised procedures, checklists and job aids to reduce errors.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
Amazon
Quality Evaluator
03.2018 - 01.2022
Job overview
- Maintained up-to-date knowledge on industry trends and advancements, allowing for continuous improvement within the organization''s quality evaluation processes.
- Managed documentation related to quality evaluations, ensuring accurate records were kept for reference and regulatory compliance purposes.
- Streamlined quality evaluation procedures, resulting in increased efficiency and reduced processing time.
- Performed root cause analysis of defects and implemented corrective actions, minimizing future occurrences of similar issues.
- Served as a subject matter expert on various aspects of quality assurance within the organization, providing guidance when needed for decision-making purposes.
Convergys
Customer Service Representative
08.2011 - 02.2018
Job overview
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Participated in training programs to enhance product knowledge and customer service skills.
Education
University of CebuCebu, City Philippines
Bachelor of Arts from Major in English
04.2001
Skills
Customer service
Product knowledge
Call management
Call center experience
Customer relations
Timeline
Customer Service Representative
Layer8
05.2024 - Current
Quality Analyst
EXL Philippines
10.2022 - 05.2024
Quality Evaluator
Amazon
03.2018 - 01.2022
Customer Service Representative
Convergys
08.2011 - 02.2018
University of Cebu
Bachelor of Arts from Major in English
04.2001