Arturo B. Aguilar Jr.

B** Lot ** Phase * Southville 9, Brgy. Pinugay Baras Rizal 1970

+639*********

Skype: arthuraguilar7

ac2f6m@r.postjobfree.com

Profile

More than 6 years’ successful experience in customer service (BPO Industry) and support with recognized strengths in account maintenance, problem-solving and planning/implementing proactive procedures and systems to avoid problems in the first place.

More than 6 years of providing satisfactory resolution to customer complaints.

Possess solid computer skills.

Ability to train, motivate, and supervise customer service employees.

A team player and can develop plan to improve customer service experience.

Employment

PCCW Teleservices Inc., 17th Floor Union Bank Plaza Meralco Ave. Pasig City

Senior Service Recovery Officer

• Manage Escalations regarding Microsoft Mobile products and services, including legal cases, complaints and product assessment disputes.

• Communicate to Microsoft customer’s via phone, email, chat and social media to be able to quickly resolve their complaint.

Inform all the assigned Agents/employee about any update coming from Microsoft and check for their understanding.

Quickly and effectively solve customer challenges.

Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.

November 2014 – May 2017

Service Recovery Officer

• Manage Basic Escalations regarding Microsoft Mobile products and services.

• Communicate to Microsoft customer’s via phone, email, chat and social media to be able to quickly resolve their complaint.

• Was temporarily assigned for Social Media as Pilot Agent due to its complexity and relation to Consumer Law.

• Analyze consumer query and provide response which has for correct tone, accent, grammar and spelling.

• Culture and details are being observed.

May 2012 – June 2014

Customer Service Representative (Call Center)

Handles basic query, and provide customer support via phone call, and escalate if it’s beyond the scope of support.

Promoted to be Service Recovery office because of excellent customer service skill.

Awarded as the elite Agent of the Quarter.

Gain several commendation from customers.

Quickly and effectively solve customer challenges.

Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.

January - October 2010

Education

Technological Institute of the Philippines, Cubao Quezon City

Financial and Management Accounting (Undergraduate)

2008 - 2009

Marikina High School

Concepcion Marikina City

2005-2008

Character References:

Welson Reyes

Service Recovery Manager at PCCW Teleservices Inc.

ac2f6m@r.postjobfree.com

Peter Thomas

Head of Care at Microsoft Australia

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Norvin Roque

Senior Service Recovery Officer at PCCW Teleservices Inc.

ac2f6m@r.postjobfree.com

Contact this candidate