Customer Service Representative
Resume:
CONRADO LAWAS GUTIERREZ JR.
** ***** ** ******** ****, Gordon Heights Olongapo City, PHILIPPINES 2200
C: 091******** C: 090******** ***************@*****.***
Career Objective
I am a devoted and highly-motivated person who pursues to hold a position where I
will be able to interact with customers and prospects on a daily basis. I am looking for a
challenging opportunity in a customer focused environment, where I will be able to
provide a world class quality service and support the company’s vision and goals.
Academic Qualifications
Central Luzon College of Science and Technology
CELTECH College, Olongapo City
Bachelor of Science in Customs Administration – April 15, 2007
Employment History
English as a Secondary Language (ESL) Teacher January 3,
2013 - Present
I Will Communicate, Inc.
Lot 6, 7 & 8 Yese Blg. Greenwoods Park, CBD Area Subic Bay Freeport Zone, Philippines, 2222
Planning, preparing and delivering lessons to a range of classes and age groups
Preparing and setting tests, examination papers, and exercises
Marking and providing appropriate feedback on oral and written work
Basic administration, such as keeping student registers and attendance records
Developing English lesson plans in line with the National Curriculum
Account Specialist / Customer Service Representative Dec 13,
2010 – Oct. 10, 2012
Sutherland Global Services
The Plaza Building, Berthaphil II Compound Jose Abad Santos Avenue, Special Economic Zone
Clark Fields, Pampanga
Assists customers’ concerns and queries regarding their bills and account
information
Obtains client information by answering telephone calls; interviewing clients;
verifying information.
Apply appropriate actions to effectively control a telephone call.
Informs clients by explaining procedures; answering questions; providing
information.
Apply the elements of building rapport with different types of customers over the
phone.
Use the most appropriate way to communicate with different behavior types on the
telephone.
Troubleshoots and fixes internet connection problems
Provides information regarding product promotions
Retains and saves customers planning of switching with a different provider
by offering cost-effective plans and applicable discounts
Maintains and improves quality results by adhering to standards and guidelines;
recommending improved procedures.
Customer Service Representative / Technical Support Dec
4, 2009 – Aug. 10, 2010
NCO Philippines, Clark
Business Center 4 & 5, PhilExcel Business Park Manuel Roxas Highway,
Clark Freeport, Pampanga, Philippines, 2009
Effectively gathers and analyzes information and confirms understanding to
successfully diagnose the customers’ concern
Supports and provides superior service via phones, e-mails and SMS as a receiver
and caller
Apply the proper telephone etiquette to satisfy various customer situations.
Identify voice skills and how to enhance a good telephone presentation.
Maintains client confidence and protects operations by keeping information
confidential.
Use an effective approach to handle special telephone tasks like call transfers,
taking messages, call backs, holds, interruptions, and unintentional disconnects.
Effectively deal with job stress, angry callers, and upset customers
Understand the impact of attitude in handling calls professionally
Provides world-class quality in customer service.
Provides feedback and makes recommendation on how to improve processes,
knowledge-based products, tools, and trainings
Customer Service Representative / Mortgage Analyst Oct.
15, 2007 – Feb. 28, 2009
Sutherland Global Services
The Plaza Building, Berthaphil II Compound Jose Abad Santos Avenue, Special Economic Zone
Clark Fields, Pampanga
Provided Customers/Clients with desired information in a timely manner.
Listened, calmed, and assisted customers/clients with mortgage or any other
customer-related concerns.
Display Time flexibility towards shifts as per work floor requirements
Use questioning and listening skills that support effective telephone
communication.
Use an effective approach to handle special telephone tasks like call transfers,
taking messages, call backs, holds, interruptions, and unintentional disconnects.
Established friendly and lasting relationships
Key Competencies
Strong organizational and detail – oriented skills.
Excellent verbal and written communication skills
Ability to work with minimum supervision in a busy environment
Able to do repetitive tasks accurately over long period of time
Working knowledge of MS Office software
Effectively handle multiple tasks simultaneously
Related Skills
Customer Satisfaction
Prequalifying prospects
Arranging call backs
Telemarketing
Troubleshooting skills
Time management
Trainings and Seminars Attended
Problem Solving Skills Level 2: Time Management
NCO Group, Clark - April 7, 2010
Problem Solving Skills Level 2: Root Cause Analysis
NCO Group, Clark- April 8, 2010
T-Mobile U.S.A. Flexpay / Postpaid Customer Service and Technical Support
Training
NCO CLark T-Mobile Training Team - Mar 16, 2010- Apr 10, 2010
T-Mobile U.S.A Prepaid Customer Service Training
NCO CLark T-Mobile Training Team - Nov 29, 2009- Dec 29, 2009
Call Center Agents Course (100 Hours Tutorial and Hands-On Training)
COMTEQ Computer and Business College – July 28 – August 28, 2007
Personal Profile
Date of Birth: April 14, 1986
Age: 28
Civil Status: Single
Height: 5”6”
Weight: 50 Kgs.
Nationality: Filipino
Character References
Ms. Melanie Maturgo Administrative Officer
I Will Communicate, Inc.
Ms. Janette G. Lagazo Site HR Manager
Sutherland Global Services
+632-***-**** ext. 2942 or 3689
Mr. Dione Regala Human Resource Staff
NCO Philippines, Clark
Contact this candidate