Customer Service Representative

Mark Joshua Malawig

Muntinlupa ****

***********@*******.*** - +639*********

Willing to relocate: Anywhere

WORK EXPERIENCE

Customer Service Representative (CSR)

Sitel - Manila -

****-** - ******t

I work in a largest and number 1 TELCO Company in Canada - Bell Canada. I'm handling FIBER TV, FIBER INTERNET, HOME PHONE and a SATELLITE TV. I work as a Retention agent and we are the last department handling escalations for those customers who are complaining and have a problem with their Billing, Some Technical issues, etc. Sales is also part of our KPI (Key Performance Indicator) and I'm able to meet and maintain the above target of the said KPI.

I'm also able to manage my AHT (Average Handling Time) even most of the time - the call takes too long because of the escalations, I'm working hard to meet the target of our AHT until the end of shift.

I've been a performer and always on the top for 3 consecutive All Star period (April 2016 to September 2016, April 2017 - September 2017, October 2017 - March 2018). I became a "Passion Awardee" for being passionate, consistent and competent through my work above all hundred agents working in our site.

I am able to maintain my performance and always hitting above the expected target of the clients.

I received a lot of rewards such as, Certificates, trophy, All star badge, Cash incentives, etc. I'm being called a "Team Player" as I'm always working out my teammates who are struggling meeting their KPIs. I'm finding out the reason as why they can't hit the target and make an action plan for them.

I'm entrusted to take care of the entire team whenever my TL or Coach is not around and always take care of the Tracker (End of Shift overall report) of our team everyday. Customer Service Representative - Non voice account Motif - Manila -

2013-11 - 2014-07

I worked in one of the largest Online Shopping - eBay. I was handling Buyers and Sellers inquiry, Billing concern, Technical issue on their mobility and Cases filed by either Seller or Buyer. I was assisting customers through Live chat and email. I was taking 3 Live chats at the same time and emails.

I received a lot of rewards due to positive surveys I was getting from my clients especially the times that our customers' account were being compromised due to fraudulent activities made by somebody in UK.

EDUCATION

BS in Computer Science

The Fisher Valley College - Manila

2015-06 - 2019-03

SKILLS

Microsoft Word, Microsoft Excel, computer programming, Good Interpersonal Skill, 58 wpm with 100% accuracy.

AWARDS

ALL STAR AWARDEE

2016-09

ALL STAR AWARDEE from April 2016 to September 2016 I am able to maintain my performance and always hitting above the expected target of the clients. ALL STAR AWARDEE

2017-09

***ALL STAR AWARDEE from April 2017 to September 2017 I am able to maintain my performance and always hitting above the expected target of the clients ALL STAR AWARDEE

2018-03

***ALL STAR AWARDEE from October 2017 to March 2018 I am able to maintain my performance and always hitting above the expected target of the client. PASSION AWARDEE

2017-11

I became a "Passion Awardee" for being passionate, consistent and competent through my work above all hundred agents working in our site.

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