Vince Louie Formoso
Paranaque
Summary
Adept at transforming customer challenges into satisfaction, my tenure at Accenture honed my expertise in complaint handling and Microsoft Excel. Leveraging empathy and technical skills, I consistently enhanced client relationships and service standards, achieving notable customer loyalty and operational efficiency.
Overview
7
7
years of professional experience
Work History
Customer Service Subject Matter Expert
Accenture
11.2024 - 12.2024
- Established and maintained strong relationships with key clients, acting as a trusted advisor for all customer service-related matters.
- Developed techniques to uphold service standards in busy times or when staff is short.
- Provided timely assistance to ensure customer satisfaction.
- Served as the primary point of contact for escalated customer concerns, ensuring timely resolutions while maintaining professionalism and empathy.
Customer Service Associate
Accenture
03.2021 - 10.2024
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
Customer Service Representative
Teleperformance
01.2018 - 02.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Bachelor Of Administration - Marketing Management
National University
Sampaloc, Metro Manila10.2022
Skills
- Complaint handling
- Cultural awareness
- Empathy display
- Customer service
- Problem-solving
- Time management
- Critical thinking
- Multitasking and organization
- Team collaboration
- Active listening
- Adaptability and flexibility
- Verbal and written communication
- Microsoft Excel
- Call center experience
- Computer proficiency
Accomplishments
Implementation of Callback option:
- Reduced Abandoned Calls by 30%*: Implemented callback option, decreasing abandoned calls and increasing customer engagement.
- Increased Customer Satisfaction by 25%*: Callback feature improved response times, leading to higher customer satisfaction ratings.
- Decreased Average Wait Time by 40%*: Efficient callback system reduced wait times, enhancing overall customer experience.
Languages
English
Advanced (C1)
Timeline
Customer Service Subject Matter Expert
Accenture
11.2024 - 12.2024
Customer Service Associate
Accenture
03.2021 - 10.2024
Customer Service Representative
Teleperformance
01.2018 - 02.2021
Bachelor Of Administration - Marketing Management
National University